The CRM Adoption Manager will be the primary business contact for training, rollout and support with a focus on enabling guest recognition and personalization across the business through training, support, business process optimization.  The ideal candidate for this position will possess Excellent written and verbal communication skills with the ability to tailor to all team members, front line to executive; an understanding of hospitality business practices; imagination; and a passion for innovation as well as guest and team member experience.Job ResponsibilitiesMaintenance of CRM Training Materials and ScheduleCreate and Monitor user adoption metrics to ensure full usage of applicationOngoing business use case identification and documentation New feature release business process integration and trainingTrainingCreation of user training materials User training – onboarding, new feature training, re-training as needed AdoptionUser adoption reporting and monitoring User side-by-side shadowing for business process and product improvement Gathering of use cases for future enhancements and development CultureConsistent communication with Salesforce business support team Implement guest knowledge sharing practices and proper data utilizationProvide business process direction and effective application utilization recommendationsData Privacy ComplianceEnsure compliance with data privacy regulationsCreate business processes and training to support data privacy with direction from Chief Privacy OfficerSupport data audits as neededCompetenciesOutstanding customer service and communication skills for collaboration with cross-functional teams.Ability to think independently and make real-time decisions, keeping in mind guest and team member experience as well as business impact.Highly organized, self-motivated and detail oriented.Possess sharply honed interpersonal skills, inspire confidence and exude authenticity with regard to both guest and team interactions.Effective time management skills and ability to perform multiple tasks simultaneously.Technical capacity; proficiency in Microsoft Office, specifically Outlook, Word and Excel are preferred.Must present well-groomed professional appearance at all times.Supervisory ResponsibilityThis position has no supervisory responsibilities.Work Environment This job operates in both an office and casino environment.Position Type/Expected Work HoursThis is a full-time position. Must be flexible regarding schedule with the ability to work varied days and times.
