CRM Data & Enablement Manager

BetMGM • Jersey City, NJ

13d • $104,000 - $120,000 • Hybrid

About The Position

The CRM Data & Enablement Manager is a strategic role that sits at the intersection of data, technology, and business objectives. This position is responsible for transforming customer and CRM data into actionable insights that improve marketing effectiveness, sales performance, and customer experience. The role partners closely with CRM, Business Intelligence, Product, Compliance, and Technology teams to ensure data quality, establish meaningful KPIs, and scale CRM capabilities through strong governance and enablement. In addition to data and analytics leadership, this role brings a working technical understanding of HTML/CSS (and related front-end concepts) to support CRM UI customization, email templates, and collaboration with technical implementers. As a key owner of CRM data products, tooling partnerships, and performance measurement, the Manager, CRM Data & Enablement empowers teams to self-serve insights, use data correctly, and drive measurable growth.

Requirements

• Strong data and analytical skills, including data extraction, transformation, and performance analysis.
• Hands-on experience with CRM and ESP platforms (e.g., Optimove) and data environments (e.g., Snowflake).
• Proficiency with BI and reporting tools such as Power BI.
• Solid understanding of CRM data architecture, automation, segmentation, and API integrations.
• Working knowledge of HTML, CSS, and JavaScript to support UI customization and responsive email design.
• Experience in marketing, sales, or customer service environments to understand operational needs and constraints.
• Proven experience enabling non-technical teams to use data and tools effectively.
• Strong stakeholder management skills, with the ability to influence across teams and functions.
• Excellent communication, project management, and problem-solving skills.
• Ability to bring structure, governance, and clarity to complex, fast-moving CRM ecosystems.
• Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship.
• As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations.
• Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies.
• Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment.
• Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
• In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.

Responsibilities

• Performance Measurement & Analytics Monitor, analyze, and report on core CRM KPIs including CAC, LTV, churn, contactability, engagement, and campaign performance.
• Own performance measurement of the contactable audience, ensuring sustainable growth and optimization across channels.
• Build and maintain dashboards that provide real-time visibility into CRM and lifecycle performance.
• Generate actionable insights from customer behavior and campaign data to inform roadmap and strategy decisions.
• CRM Strategy & Roadmap Ownership Own the roadmap for CRM data products, dashboards, and reporting (with a focus on Optimove).
• Prioritize enhancements that improve decision-making, operational efficiency, and customer outcomes.
• Drive automation, segmentation, and personalization initiatives to optimize customer journeys.
• Support end-to-end CRM strategy across marketing, sales, and service workflows.
• Tool Stack Leadership & Partnerships Serve as a primary CRM contact for BI, Product, and Technology teams on data definitions, segmentation logic, and reporting requirements.
• Act as the lead contact for CRM technology partners and vendors.
• Identify, pilot, and scale new CRM capabilities while ensuring alignment with business objectives.
• Establish governance frameworks and rollout processes to support adoption and long-term scalability.
• Enablement & Cross-Functional Collaboration Design and deliver enablement materials (training, documentation, office hours) to help teams self-serve dashboards, tests, and insights.
• Act as a CRM and data subject-matter expert, upskilling stakeholders across the organization.
• Train and support sales, marketing, and service teams on CRM usage, data interpretation, and best practices.
• Partner with Compliance, Product, and Technology teams to support CRM readiness for new jurisdictions and regulatory requirements.
• CRM Optimization, Customization & Integrations Ensure CRM platforms align with business needs, integrate with the broader tech stack, and scale with company growth.
• Use front-end skills (HTML, CSS, JavaScript) to support CRM UI customization, responsive email templates, and dashboard experiences.
• Support API-based integrations to enable seamless data flow between CRM and other systems.
• Marketing, Creative & Tracking Initiatives Lead CRM readiness and rollout for all new jurisdictions, accounting for regulatory and technical constraints.
• Develop scalable, autonomous processes that allow CRM teams to deliver creative quickly and efficiently.
• Ensure creative outputs meet brand standards and support rapid iteration.
• Implement and optimize scalable tracking, attribution, and reporting solutions.
• Maintain brand voice consistency across all customer-facing communications.
• Evolve modular and dynamic messaging across CRM and marketing channels.
• Transactional Email Ownership Lead the review and revamp of all transactional emails in partnership with Compliance, Conversion, and Risk & Payments teams.
• Consolidate, categorize, and refine a large library of transactional emails across provinces and territories, including welcome emails.
• Ensure transactional communications meet regulatory standards and industry best practices.
• Identify new transactional use cases that enhance customer journeys.
• Partner with CRM Lifecycle and Product teams to define governance, tracking, and performance measurement for transactional emails.
• Essential Functions Serve as the internal authority on CRM data, performance measurement, and enablement.
• Translate complex data and analytics into clear, actionable insights for non-technical stakeholders.
• Own CRM reporting accuracy, relevance, and adoption across the organization.
• Balance strategic roadmap ownership with hands-on execution across data, dashboards, and enablement.
• Collaborate cross-functionally to ensure CRM systems, data, and communications are compliant, scalable, and customer-centric.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed