What are the responsibilities and job description for the Manager of CRM Administration position at Las Vegas Convention and Visitors Authority - LVCVA?
The Role:
The Manager of CRM Administration is the strategic owner of LVCVA’s Simpleview CRM, ensuring it supports sales performance, partner engagement, and organizational decision-making. The role drives system optimization, data quality, and user adoption by translating business needs into scalable CRM solutions and delivering reliable insights and streamlined processes. The Manager of CRM Administration also provides high-touch service, responsive support, and practical training to internal users and stakeholders while maintaining CRM tools, user processes, data standards, and reporting methods. This role provides functional leadership to one Ambassador, while partnering with internal stakeholders and vendors to ensure data quality, user adoption, and continuous process improvement.
What You’ll Do:
Keep in mind that this list is not all-inclusive.
Platform Administration
The Manager of CRM Administration is the strategic owner of LVCVA’s Simpleview CRM, ensuring it supports sales performance, partner engagement, and organizational decision-making. The role drives system optimization, data quality, and user adoption by translating business needs into scalable CRM solutions and delivering reliable insights and streamlined processes. The Manager of CRM Administration also provides high-touch service, responsive support, and practical training to internal users and stakeholders while maintaining CRM tools, user processes, data standards, and reporting methods. This role provides functional leadership to one Ambassador, while partnering with internal stakeholders and vendors to ensure data quality, user adoption, and continuous process improvement.
What You’ll Do:
Keep in mind that this list is not all-inclusive.
Platform Administration
- Lead day-to-day administration and configuration of the Simpleview CRM, ensuring fields, page layouts, workflows, automation, and record structures support LVCVA business processes; delegate routine configuration and updates as appropriate.
- Oversee management of user accounts, roles, permissions, and security settings to ensure appropriate access, compliance, and protection of confidential information, performing changes directly only for complex or sensitive items.
- Define and maintain CRM data standards, validation rules, deduplication processes, and quality controls to keep account, contact, opportunity, and activity data accurate and reliable; supervise team in performing ongoing data quality tasks and audits.
- Partner with internal departments to gather requirements, evaluate business processes, and design CRM solutions that improve workflow efficiency, lead management, account management, and servicing activities, assigning configuration and testing tasks as needed.
- Serve as the primary liaison with Simpleview and other vendors on CRM issues, enhancements, updates, testing, and system changes, coordinating testing and feedback activities.
- Monitor CRM usage, adoption, and data trends; identify process gaps; and prioritize an improvement roadmap, directing the CRM professional in implementing and documenting approved changes.
- Coordinate CRM integrations with connected systems (e.g., websites, forms, email marketing, reporting platforms), partnering with IT, analysts, and vendors; assign routine monitoring and issue triage to team.
- Oversee development of user guides, training materials, and documentation; deliver onboarding and higher-level training while delegating refresher sessions and basic support materials.
- Establish and manage the CRM support model, ensuring timely resolution of user issues by the team, handling complex escalations personally, and providing coaching on troubleshooting and root-cause analysis.
- Bachelor's degree in Business, Marketing, Information Systems, Data Analytics, or related field; or a high school diploma (or equivalent) plus 4 years of additional equivalent experience.
- 3 - 5 years of experience administering a CRM platform, preferably Simpleview or a comparable enterprise CRM system.
- Strong working knowledge of CRM configuration, user administration, workflows, automation, reporting, and data quality management.
- Experience with data architecture, governance, cleanup, and validation practices.
- Strong written and oral skills to communicate effectively with vendors, management, and other Ambassadors.
- Advanced knowledge of Microsoft Office software with emphasis on Excel, PowerPoint, and Word.
- Intermediate proficiency in the use of AI tools to independently support and enhance routine and moderately complex tasks, improving day-to-day work quality, efficiency, and decision-making.
- Applies logical thinking to practical and technical business problems and to manage several concurrent projects in a team environment.
- All LVCVA Ambassadors are expected to demonstrate “Do the Right Thing”, “Vegas for All”, and “Be Extraordinary” by acting with integrity, fostering an inclusive and welcoming environment, and delivering exceptional service in everything they do.