Senior Manager, CRM Operations & Commercial Excellence

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Location:
Greater New York Area
Job Classification (FLSA):
Exempt
About The Role

The primary objective is to establish scalable procedures that ensure flawless execution, efficiency, profitability, and compliance through all large-scale campaigns.

The Senior Manager of CRM Operations & Commercial Excellence will be responsible for building, managing and overseeing the path to operational excellence by working closely with all arms of Marketing and Customer Service. They will be responsible for creating, manage and lead policies and procedures that drives consensus and improve overall operational performance with the aim of providing flawless campaigns to our BetMGM customers.

The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. The ideal candidate must be competent and able to plan many kinds of operational activities. They must be an excellent leader who can discover the most efficient ways to run their area.

This role will also be outlining firm recovery and resolution processes that promptly solve issues and incorporate learnings back into processes to secure ongoing operational performance. The goal is to safeguard and augment the efficiency of the company’s CRM and commercial operations to facilitate accelerating development and long-term success.

Key responsibilities:

  • Accommodate the marketing calendar to ensure we are planning appropriately and that it is synced with other workstreams.
  • Facilitate, record and communicate learnings from campaign retrospectives
  • Pull key metrics, learnings, opportunities into regular reports for the Marketing Team.
  • Maintain knowledge of key marketing and creative initiatives and where they stand at any point in time
  • Evaluate new marketing and project management software solutions to improve and optimize team performance
  • Liaise with other departments including customer service, operations, legal, and the other creative disciplines (product, digital and creative design).
  • Project manage special initiatives as needed including supporting the Director of CRM on key marketing meetings and presentations
  • Monitor timelines to ensure efficient, on-time delivery of work while being able to assess and address any issues or concerns that may delay the project
  • Champion clear and frequent inter-departmental communications
  • Outline performance KPIs and reporting suite for tracking operational performance
  • Outline thorough QA and testing process that ensure all aspects are reflected prior to execution

Skills and qualifications required

  • listening, facilitation, conflict resolution, negotiation, and influence.
  • Strong relationship building skills required, including experience bringing together diverse groups of stakeholders and helping them to work through to common solutions that meet the needs of the groups and the organization, while maintaining relationships.
  • Bachelor's Degree in business, economics, statistics, marketing, engineering or related quantitative discipline (advanced degree preferred)
  • 5+ years of commercial and/or commercial operations experience within a start-up or fast paced organization.
  • 3+ years of progressive leadership experience within a commercial organization, with 3 years of experience in commercial operations preferred.
  • Demonstrated ability to work cross-functionally in a complex organization in the e-commerce industry preferred.
Additional Information

We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact  recruitment@roardigital.com

We are also committed to protecting the privacy for all candidates, including the protection of any personal information provided to us.  Please review our  privacy policy  for more information about our commitment to data protection.

About The Company

Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.

We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline

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