Customer Success Manager jobs in Lompoc, CA

Primary Duties, Responsibilities and Tasks:

• Develops and drives the strategy and marketing of the Loyalty program in order to deliver a high level of guest engagement and retention.
• Ensures seamless Loyalty communications that use compelling brand, visuals, and copy.
• Develops a Gamification strategy to drive Club Chumash Members through their lifecycle by encouraging aspiration to elite status.
• Continuously evaluates the Loyalty program (Club Chumash) for opportunities to refine the program, with a focus on optimization and personalization.
• Works with cross-functional support teams to manage the implementation of new Loyalty benefits, as well as to streamline and automate existing processes.
• Tracks and reports program financial key performance indicators (KPIs) and provides visibility into program performance.
• Manages point of sale (POS) configurations to maintain automation and further develop the Loyalty marketing strategy.
• Manages daily Loyalty operations, including the Customer Relationship Management (CRM) budget.
• Analyzes the effectiveness and guest perception of Loyalty benefits.
• Recommends changes to the Loyalty program to meet the enterprise’s strategy.
• Works to create more efficient and effective guest touch points (e.g., POS systems, kiosks, mobile technology, web, etc.).
• Oversees the development of programs that deepen the relationship with guests.
• Designs and manages communication strategies focused on attracting, developing, and retaining guests.
• Develops and maintains collateral to communicate the Loyalty program to guests.
• Works with training, operations, and guest insight functional groups to support the enterprise as it relates to Loyalty program education, to ensure consistent frontline messaging and improve program execution.
• Work closely with Project Management and all stakeholders to define, develop, implement, and train on systems, processes, and communications with our guests.
• Performs other duties as assigned.

Required Qualifications:

• Bachelor’s Degree in Business Administration, Marketing, or related field preferred.
• High level of competency in working with databases and performing analytics.
• Three years of experience in marketing, specifically relating to analytics, loyalty, direct marketing, Customer Relationship Management (CRM), and/or casino marketing.
• Understanding of point of sale (POS) systems; understanding of electronic guest interfaces is a strong plus.
• Intermediate to advanced proficiency in Microsoft Excel; knowledge of and skilled in pivot tables, graphing, VLOOKUP, and other intermediate to advanced level functions and formulas.
• Highly proficient in computer systems, including Microsoft Office applications, e-mail, Internet.
• SQL scripting/querying is highly preferred.
• Excellent interpersonal skills with demonstrated patience and tact.
• Ability to quickly evaluate alternatives and decide on a plan of action.
• Ability to make presentations both written and oral.
• Must be able to establish and maintain effective working relationships with outside agencies and vendors.
• Must be able to effectively lead and direct others.
• Excellent verbal and written communication skills.
• Exceptional detail and follow-up skills.
• Multi-task oriented; able to effectively establish priorities and meet deadlines.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies.

Physical Requirements of the Position:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

• Clear vision (close, distant, peripheral, and depth perception) is needed for navigating office and casino environments, reading and reviewing reports and policies, operating data processing equipment and other essential job functions.
• While performing the duties of this job, the Team Member is regularly required to talk and hear.
• The Team Member is regularly required to sit and use hands to manipulate, handle, or feel.
• The Team Member is regularly required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
• The Team Member must occasionally lift and/or move up to 30 pounds.

Working Conditions:

• While performing the duties of this job, the Team Member is frequently exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles.
• The Team Member is usually subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes.
• The Team Member is occasionally subject to outside environmental conditions and to wet and/or humid conditions.
• The noise level in the work environment is usually moderate.

About Us:

Chumash Enterprises is one of the premier employers in Santa Barbara County. We excel in providing a “Welcome to Freedom” atmosphere to our Chumash Casino Resort guests, while also offering a high level of care and customer service at our various Chumash-owned properties. For our Team Members, we are a unique employer with a “Free to Be Me” mentality. That means our Team Members have the ability to bring their most unique and individual selves to the workplace. It means they have the freedom to find their own path to success. With more than 1,800 Team Members, we offer a stable, rewarding, and energetic work environment with competitive pay, benefits, exciting growth opportunities, tuition reimbursement and more!
As our organization grows, new and exciting opportunities continue to develop at all of our properties, including Chumash Casino Resort, Chumash Employee Resource Center, Chumash Gas Station, Santa Ynez Tribal Health Clinic, Tribal Operations, Hotel Corque and The Hadsten.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Consistent with federal law, Native American hiring preference applies.