VICI

Customer Success Manager

• Build the customer journey by leading retention marketing strategies and the CRM channel
• Manage email, SMS, app and web push, and loyalty programs
• Own the end-to-end customer journey from onboarding through repeat purchases, lapsed-customer winback, and loyalty performance
• Grow the active customer file, subscriber conversion, and churn-prevention tactics to increase purchase frequency and lifetime value
• Own list growth, subscriber conversion, retention strategy, segmentation, and the active customer file across retention channels
• Build and manage A/B and multivariate testing roadmaps across the customer lifecycle, winback, and loyalty programs
• Develop winback strategies and targeted reactivation campaigns
• Lead email and SMS campaign strategy, segmentation, execution, testing, deployment, analysis, and optimization
• Increase purchase frequency and lifetime value through lifecycle campaigns, personalization, and journey optimization
• Own the loyalty program structure, enrollment growth, utilization, tier progression, rewards, promotion calendar, and optimization
• Use sales and campaign data to drive revenue, repeat purchase, retention/lapse, list growth, engagement, and loyalty KPIs; report proactively to leadership
• Collaborate with eCommerce, Social, and Paid Media leads to optimize customer experience and coordinate brand narratives and promotion calendars
• Manage ESP, SMS, and loyalty technology vendors
• Lead and develop a team of two while assigning responsibilities, setting objectives, monitoring progress, and providing feedback

Director of Retention Marketing, CRM

Business Intelligence Developer

• Serve as the primary bridge between business stakeholders and the data ecosystem
• Translate complex retail and e-commerce business questions into actionable insights using ad-hoc Snowflake SQL queries and production-ready Tableau dashboards
• Define data requirements for Shopify, NetSuite, Manhattan WMS, Klaviyo, and Google Analytics
• Liaise with a third-party data engineering partner and oversee data ingestion and transformation work
• Collaborate with E-Commerce, Merchandising, Supply Chain, Marketing, and Operations teams
• Build executive-level Tableau dashboards and deliver ad-hoc Snowflake SQL analyses
• Serve as the functional subject matter expert for Shopify, NetSuite, and other enterprise-system data models
• Manage data pipeline deliverables, establish data models, and validate transformation logic in Snowflake
• Implement auditing processes to validate data integrity across system boundaries
• Map and document data flows and maintain data dictionaries
• Train and support business users in building and running Tableau reports
• Maintain an inventory of reports and dashboards
• Establish standards for dashboard design, metric definitions, and documentation
• Handle customer and payment-related data according to VICI's privacy and security policies, including PCI and CCPA requirements

Director of Retention Marketing, CRM

Senior BI Analyst