Do you want to assist with managing an enterprise CRM product backlog in an Agile project managment environment? Interested in helping to design and build Salesforce CRM capabilities utilized by hundreds of sales and service teams who manage millions of high-value VIP guest relationships each year supporting the most iconic resorts in Las Vegas and around the world? Are you an innovative individual looking to work at the cross-section of marketing technology, operations, and CRM product management? Finally… are you one who embraces change, and loves the gaming/hospitality industry?

The Caesars Entertainment CRM Products team delivers digital employee-facing tools that help support professionals in Casino Marketing, Player Development, National Casino Marketing, Inside Sales, Digital VIP, Luxury Experience VIP, Hospitality Sales and other user groups that leverage Salesforce/CRM products for their business processes. These end users help fuel the imaginations of our most high value guests on the Strip in Las Vegas as well as across the globe. Our iconic global brands include Caesars Palace, The Flamingo, The LINQ, Harrah’s, Planet Hollywood, Paris, Nobu Hotel, and more.

Based in Las Vegas, NV and reporting to the Director of CRM Products (Product Owner), the CRM Product Analyst will be responsible for supporting the Product Owner with backlog management, analysis of employee and guest journeys, business process optimization, workflow design, and requirements gathering for the development and delivery of innovative CRM capabilities built on the Salesforce.com platform. These tools and features enable our end users to profitably influence customer behavior and provide our very best high-value guests with family style service and experiences.

The Product Analyst will partner with scrum team members and partners, in close collaboration with the CRM Product Owner to capture requirements and processes that enable Caesars VIP marketing programing and strategy, as well as business processes for Hospitality Sales team and more! The CRM Product Analyst is expected to have a project management skill-set, be familiar with Agile methodologies, and possesses an understanding of Salesforce capabilities. This role is responsible for creating and breaking down capabilities/features into various artifacts, including user journeys, process diagrams, story maps, wireframe/sketch designs, user stories, product specifications, and non-functional requirements to propel the product roadmap forward from concept through development.

The ideal candidate is a self-starter that has the curiosity and drive to document, understand, and iterate employee business processes and journeys that translate to customer relationship management tools. The ideal candidate will also be able to leverage their ability to articulate their knowledge to write user stories that drive continuous improvement and delivery of our CRM tools and marketing products. Additionally, they will be customer driven, collaborating closely with VIP Marketing Strategy & Support team members, Property Operations, Marketing, Analytics teams, Revenue Management, Executive Leadership groups, IT delivery resources, Scrum masters, vendors/partners and more to gather requirements, troubleshoot, and intake requests that qualify into a product backlog. All while excelling in a fast-paced environment, leveraging relationships across multiple teams.

The Product Analyst must have the drive to facilitate, communicate, and motivate others to ideate and deliver high-quality digital products for our internal customers, by living a culture of data-driven and end-user focused product design, engineering, delivery, and innovation.

 

Essential Duties and Responsibilities:

1. Product Feature Definition: Facilitate workshops and support a team responsible for the realization of the CRM product vision or set of capabilities by connecting multiple employee touch points, and business drivers, with a customer-first focus. Collect and provide research/feedback to ensure that the product specifications that are gathered or created enable a desirable, feasible and viable solution for the relevant end-user. Ability to analyze information, troubleshoot issues, prioritize enhancement requests, understand practices or procedures to; define the user story, pain-point or objective, identify relevant concerns or factors, identify patterns, tendencies and relationships, formulate logical and objective conclusions, and recognize alternatives and their implications. The CRM Product Analyst must understand customer (end-user) empathy and convey that to the wider team via storytelling to define the “what” and “why” of a feature that must be built. 
2. Product Readiness: Along with the Product Owner, help to manage the intake process of CRM product enhancement requests from stakeholders and actively groom a backlog. Assist with driving product feature epics and user stories to the agreed definition of “done” via story mapping, quality writing of user stories along with their acceptance criteria, and through the approval of high-fidelity designs or prototypes to keep the scrum team loaded with a groomed backlog of work to properly enter a sprint to deliver the highest value.
3. Product Delivery: The Product Analyst is accountable for the gathering of business requirements and needs that translate requests for digital features that are conceived, configured, and developed. Write User Stories, Discovery Tasks, Bugs, Support Request, and Acceptance Criteria working closely with the Product Owner, Scrum Master, and members of an Agile Scrum Team. Recommend product prioritization ensuring high potential, high return projects from a company perspective are implemented and assist with on-time and on-quality delivery of a specific set of product capabilities through careful prioritization and team review.
4. Product Communication: Participates in daily scrums with team members to help inform priority decisions, potential blockers, and communicate changes in direction. Provides frequent communication to the product owner and empowered business users/stakeholders on development progress. The CRM Product Analyst must help enable a highly collaborative team, where cross-discipline communication is paramount to the successful delivery of the product. The CRM Product Analyst also has a deep understanding of the product tools and capabilities they are supporting, possesses the ability to listen to end-user desires/requirements and translate those into user stories that inform sustainable, easy-to-use solutions. All with the intense focus on the “what”, “why” and “goal” first before being concerned with the “how” we might solve them (solutioning). Possesses the ability to give the product team clear direction/business requirements without limiting potential approaches, allowing for flexible solutioning within the capabilities of Salesforce.
5. Product Process Maker: Ability to document and validate the end-user journey or system process to support a new or changed feature (enhancement request). Identifies downstream impacts of product feature changes and facilitates discussions around solutions with key stakeholders. While designing new capabilities, intense focus on the user experience is paramount to ensure a successful rollout and high user adoption.
6. Product Standards: The CRM Product Analyst is a Salesforce Governance and Data Security Champion! Executes within the governance principles, standards, and best practices (through product definition, product design and product engineering). Is responsible for helping to ensure the delivery team within her/his product scope apply those practices to their various work and continually aid in the active validation and evolution of those practices. The CRM Product Analyst will actively participate in technical process reviews, and acceptance testing to meet product roadmap goals and sprint deadlines. Maintains the ability to uphold and demonstrate the highest level of integrity and professionalism in all situations and recognize standards required by a regulated business.
7. Product Roadmap: The CRM Product Analyst supports an enterprise-wide common Salesforce backlog and assists the Product team in communication of the overall product roadmap with direction from the Product Owner. Actively collaborates with the Product Owner, key stakeholders and leadership groups to develop the overall product roadmap. Provides guidance on what to build and when to build. Ensuring the work done by the Product Team aligns with the wider business strategy and vision set by the Product Owners.

Financial Responsibilities:

While this role does not have direct budget oversight, the CRM Product Analyst has the responsibility to control development costs and build product capabilities that will exceed revenue targets which determine the financial success of the product.

 

Qualifications:
 

• 1-2 years in CRM product management, marketing product design and strategy, business analyst, or system analyst role
• Certified Scrum Product Owner Training or Certification
• Salesforce Certification or related CRM Certifications with experience administering and supporting capabilities is encouraged.
• Bachelor’s degree
• Experience working in teams/organizations that bring high quality digital products to market
• Experience with cloud-based CRM software, marketing technology or sales systems in a product management environment.
• Experience with JIRA/Confluence or similar Agile collaboration tools
• Excellent written and verbal communication skills, including the ability to effectively present complex information clearly and appropriately handle sensitive information
• Demonstrated ability to adapt to changing business priorities and a strong work ethic
• Deep curiosity in emerging cloud based digital CRM trends and ability to translate those into friction-less business processes, marketing solutions and experiences. 
• Knowledge or work experience in gaming, hospitality sales, and marketing is a plus

 

 

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.  

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”.  If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.