Dir, CRM

Not a remote role — this position is 100% on-site.

ABOUT THE COMPANY:

1/ST is a world-class racing and gaming operator, entertainment curator and real estate

development company. As the largest racing and wagering company in North America, we

process over $13B in annual wagers, connect with 5M customers and host some of the largest

racing events in the world.

1/ST EXPERIENCE, the consumer facing branch of 1/ST, blends the worlds of sports,

entertainment and hospitality through innovative content development, elevated national and

local venue management and hospitality, strategic partnerships, sponsorships, and procurement

development. 1/ST EXPERIENCE focuses on guest experience, venue management, venue operations and asset development to elevate the customer experience at and beyond 1/ST’s Thoroughbred racetrack venues in California and Florida while supporting the company’s 1/ST

RACING, 1/ST CONTENT, 1/ST TECHNOLOGY and 1/ST PROPERTIES businesses. 1/ST

EXPERIENCE creates year-round, vibrant entertainment experiences for 1/ST venues and

signature platforms including, the Pegasus World Cup at Gulfstream Park in South Florida and

the legendary Preakness Stakes and InfieldFest in Baltimore, Maryland.

POSITION SUMMARY:

We are seeking an Enterprise CRM Director with strong operational expertise in Hubspot who can help translate business insights into revenue-driving opportunities across marketing, ticket sales, sponsorships, lead generation and customer management. This position straddles the sales team and marketing, offering support to venue/event operations teams with strategic customer journey mapping, sales trends and customer data, as well as insights to continually evolve our database growth, segmentation, and sales funnels.

MAJOR RESPONSIBILITY AREAS:

• CRM Operational Management: Oversees the successful operational management of our CRM system (Hubspot) taking full accountability of our customer data, management, segmentation and importation of data into our data warehouse.
  • Sales Cloud Management: Oversight of sales process and the distribution and management of inbound sales leads to help sales team members with outreach efforts, conversions, and communication
  • Analytics: Demonstrated ability to translate key analytics into actionable strategies to drive revenue across ticketing, pricing models, customer management, marketing, sales, and lead generation and prospecting.
  • Customer Journey Mapping: Develops automated customer journeys based on specific business objectives across marketing and sales with the ability to craft marketing/sales copy points to effectively drive CTAs.
  • Wagering Integrations: Align with the 1/ST Technology and Wagering teams to integrate systems and attribute wagering revenue back to user activity in the CRM, as well as develop customer journeys that focus on driving handle.
  • CRM Automation & Omnichannel Marketing: Create process builders and workflows to enhance customer journey navigation and optimize customer engagement and retention.
  • Enterprise Advocate: Takes full ownership of the 1/ST CRM and omni-channel operation, implementation, and growth across all business units
  • Sales Data Hygiene: Identify data discrepancies by reviewing CRM and ticketing system for incomplete or incorrect data. Merge CRM duplicates and perform bulk importing of data sets as necessary, as well as developing data input automation with third-party platforms in conjunction with the 1/ST Technology team.
  • Ticket & Sponsorship Sales Analysis: Offer support on analytics and data warehouse projects related to pipeline management, lead scoring, and retention modeling.
  • Customer Segmentation: Collaborate with digital marketing to ensure that customer segmentation is clean, accurate, and up to date for marketing usage. This role will also act as a liaison to align sales and marketing initiatives.
  • Sales Campaigns & Campaign Reporting: Manage daily sales activities, create and manage sales campaigns, and build reports and dashboards to monitor campaigns, sales/renewal pipelines, and user activity.

QUALIFICATION REQUIREMENTS:

• Software Requirements: This position requires the employee to have in-depth knowledge of Hubspot and its respective tools and integrations.
• Additional Software Requirements: The employee must also be proficient in Microsoft Office products, such as Excel, PowerPoint, Word.
• An interest in emerging platforms and technologies is necessary for success in this position.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree from a four-year college or university with a focus on business, marketing, analytics, data or any related field
• 5+ years of professional marketing or database experience and/or a combination of graduate level education (i.e., MBA) and experience.
• Strong written/verbal communication skills required. Spanish a plus.
• Other requirements include knowledge of Hubspot CRM (5+ years) or similar applications, experience with data-driven software programs and a familiarity with business analytics.

PROBLEM SOLVING REQUIREMENTS:

• Read, analyze, and interpret instructions and reports.
• Write reports and correspondence with extremely high accuracy and attention to detail.
• Effectively present information and respond to questions from all levels of the organization.
• Communicate and sell ideas to peers and executives.
• Create and deliver presentations to all levels of employees and upper management.
• Must be very well organized and highly self-motivated.

OTHER INFORMATION:

Licenses, Certifications, Registration: Requires a General Occupational (Slot) License (Located at

Casino, mandatory for all employees)

Location: Gulfstream Park, 901 S. Federal Highway, Hallandale Beach, FL

Hours: Monday to Friday / 9-6pm generally. Hours may be flexible. Occasionally, some

weekends and events may be required that fall out of this typical work week to meet business

Needs