CRM ANALYST

The CRM Analyst is responsible for supporting the CRM Manager in driving customer retention through digital gaming campaigns. The person in this role is also responsible for ensuring the data in the CRM systems are maintained accurately and in compliance with regulations

Primary Duties and Responsibilities includes but not limited to:

• Create, maintain, and implement digital gaming campaigns with the CRM Manager and Team
• Complete data intake, including market research, territory management, and online marketing campaigns
• Measure, analyze, and report CRM performance metrics to help improve new strategies/campaigns to deliver a better guest experience online
• Create target selections and suppressions, configuration of marketing offers, setting up test groups, creating the campaigns to run on automated schedules, and defining simple and moderately complex queries
• Analyze company and competitive performance
• Create ad-hoc reports for Mohegan and its stakeholders
• Identify key trends and factors influencing customer behavior, like customer activity and loyalty
• Communicate and work closely with internal and external departments to understand the company’s needs and to proactively seek solutions and make improvements
• Promote superior guest service by troubleshooting guest service issues and provide solutions to both Mohegan Sun and FanDuel customer service teams
• Work closely with Mohegan Corporate Compliance to ensure online policies and procedures are in alignment
• Perform other duties, as assigned

Competencies: Incumbent will master the following competencies while in this position:

• Excellent editing and proofreading skills
• Excellent organizational and multi-tasking skills

Training Requirements:

• Mohegan Corporate office and departmental policies and procedures
• Appropriate regulations that pertain to Mohegan Information Systems

Physical Demands and Work Environment:

• Fast-paced office work environment
• Must be able to sit in front of a computer screen for extended periods of time
• Must be able to work various shifts and flexible hours with occasional travel required

Minimum Education and Qualifications:

• Bachelors’ Degree in Mathematics, Computer Science, Economics, or other related fields
• Two plus year’s work experience in data management, data analysis or business analysis
• Intermediate knowledge of Microsoft Office, SQL programs, Power BI, and statistical programs (R or a comparable analytic tool)
• Familiarity with statistical data analysis in either academic or work environments
• Basic knowledge of HTML is a plus
• Excellent written and verbal communication skills
• Casino experience preferred, but not required

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan reserves the right to make changes in the above job description whenever necessary.