OCRM Specialist - Corporate Marketing
Harrahs Entertainment
Las Vegas, NV United States

Come Do Your Best Work Here!
 
Harrah's Entertainment, Inc. is the world's largest provider of branded casino entertainment.  Founded in 1937 in Reno, Nevada, Harrah's has grown through development of new properties, expansions and acquisitions. In 2005, Harrah's Entertainment acquired Caesars Entertainment, Inc. and now owns or manages through various subsidiaries more than 40 casinos in three countries, primarily under the Harrah's, Caesars, and Horseshoe brand names. With nearly 4 million square feet of casino space, more than 40,000 hotel rooms and 85,000 employees, the Harrah's portfolio is the most diverse in the gaming industry – and includes the World Series of Poker, the world’s richest and most important gaming event and the #1 brand in poker. Harrah's Entertainment is focused on building loyalty and value with its customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership. 

The Operational CRM team builds tools and capabilities that enhance HET’s customer relationship management in daily operations.  We work closely with property operators and with our IT partners to design and deploy real-time technologies such as Marketing @ Slots (M@TS), Real-time Casino Marketing (RTCM), and Promotional Real-Time Interactive Slot Machines (PRISM). 

The role of an OCRM Specialist is to assist in the development of new technical functionalities, own the deployment of real-time tools to properties, and most importantly, be a property partner on business issues and IT support.  This position will work across Corporate IT, Corporate Marketing, and multiple property functions.  Since OCRM is a channel in development, projects require strong technical, project management, and analytical skills to evaluate the effectiveness and recommend improvements to the emerging program. 


Successful delivery against the OCRM Specialist’s duties and a commitment to developing situational leadership skills may lead to new opportunities including upstream technology design work and a broader scope of property support responsibilities.

  • Responsible for completing set up, validation, tracking, and review of rules within rules engine, for successful execution of all OCRM systems
  • Handles day-to-day OCRM program issues and provide advice/support to the properties
  • Maintains standard operating procedures, training materials, and support documentation, updating as necessary
  • Creates new reports, and analyzes and disseminates existing data/reports (operations, play behavior change, customer satisfaction, etc)
  • Consolidate OCRM results with Harrah’s standard marketing offers system reporting
  • Responsible for the development and administration of property accountability tools and success metrics such as PRISM Scorecard, user reporting, department standards and tool utilization.
  • Test new technologies and rules that will identify players and improve the guest experience 
  • Assists in the OCRM Development process, conducting data checks, participating in UAT, providing input to business requirements, etc.
  • Works with IT to understand systems functionality, new enhancements and user-identified opportunities for improvement   
  • Gather and share best practices across all Corporate and Property teams
  • Partner with Corporate IT to develop, implement and support OCRM solutions
  • Partner with properties to ensure successful implementation, training, and promotional execution
  • Works with Corporate Gaming, Corporate IT, and Property personnel to ensure the successful implementation and execution of the OCRM initiatives, such as PRISM, at the property level
  • Provides user support to property teams regarding RTCM, M@TS, PRISM, and any other OCRM related system
  • Works with Director of Total Rewards/OCRM to develop and administer training and communication of program enhancements, reminders and ongoing technology changes
  • Coordinate and perform training at each property with all property departments (i.e., Luck Ambassadors, direct marketers, IT, cashiering, hosts); Conducts classroom, on-site and distance learning training sessions, as assigned
  • During training, receives, tracks, resolves and/or escalate user issues
  • Other duties as assigned by the Director of Total Rewards
  • Acts as a subject matter expert for OCRM and associated products. 
  • Understanding of HET marketing strategies and knowledge about HET core marketing systems (PDB, CMS, Offers, OCRM Tools, etc.)
  • Ability to maintain composure and excellent customer/client relations under all circumstances
  • Outstanding organizational and project management skills, and the ability to manage multiple priorities simultaneously required
  • Ability to read, analyze and interpret marketing and financial reports; and to create new reports when needed
  • Demonstrated track record of partnering and building relationships with Property Operators and Corporate IT
  • A team player with strong communication (both written and oral) and interpersonal skills
  • Must possess outstanding presentation skills with the ability to persuade an audience through strong delivery, effective listening and good reasoning.
  • Experience building or conducting training programs preferred
  • Working knowledge of various gaming regulatory implications a plus
  • Knowledge of property operations preferred
  • Harrah’s Marketing or Casino Marketing experience preferred
  • 2-3 years supervisory experience
  • College degree or equivalent experience preferred
  • Computer literate - must be literate in Microsoft Office tools (Word, Excel, PowerPoint)
  • Ability to work effectively in a constantly changing environment, including smoke, noise and distractions
Harrah’s Entertainment, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Click here to apply for this position.

Job code: 329215
14365177