Coordinator - CRM Promo Operations

Hard Rock Digital•United States, FL

2d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space. Reporting into the CRM Ops Manager, the CRM Promo Ops Coordinator is responsible for building daily bonuses, both simple and complex, and supporting daily above-the-line promotional activity. This role involves managing a large volume of weekly bonus setups, as well as becoming an expert in our CRM tools to assist with the day-to-day execution of promotions. This position is a primary night and weekend coverage role, generally aligned to a Thursday–Monday schedule, with flexibility in working hours and staggered coverage—particularly on weekends—to help ensure full operational support across peak promotional periods.

Requirements

Deep understanding of online sportsbook customers, promotions and product features that produce ongoing world-class customer experiences, what the key competition are up to and the wider market trends.
Extremely detail oriented
Highly organised and structured, with the ability to work at an incredible pace, working across multiple tasks and teams
A natural communicator to both internal and external teams, with strong stakeholder management and influencing skills
Live and breathe all things sports and have a genuine passion and understanding what makes a great sports product and promotions portfolio
Understand the online sports landscape and where new and existing opportunities might be
Embrace new ideas and ways of thinking when it comes to sportsbook product and promotions innovation
Enjoy working in an ever-changing landscape, where no day is the same
Have a flexible schedule aligned to a Thursday–Monday work pattern, with the ability to adjust and stagger hours—including evenings and weekends—as business needs and team coverage require

Nice To Haves

Previous experience in an iGaming Role is a plus

Responsibilities

Set up daily bonus promotions within the CRM platform, ensuring timely execution and accuracy.
Ensure that all promotions are accurately set up and error-free, including checking the terms and conditions, bonus amounts, and targeting criteria.
Support the CRM Ops team with end-to-end execution and A/B testing setups
Utilize CRM tools (e.g., Optimove, Braze, or similar) to configure, test, and troubleshoot daily bonuses and promotions.
Take a leadership role in incorporating AI-enabled tools and workflows into day-to-day execution, identifying practical opportunities to improve team efficiency, accuracy, scalability, and speed while maintaining appropriate quality controls.
Foster and support cross-functional workstreams and relationships, including partnering with Customer Support to address player contacts related to promotional issues.
Ensure all promotions comply with relevant legal regulations and company guidelines, and follow best practices for CRM marketing.
Provide consistent operational support across a Thursday–Monday schedule, serving as a primary night and weekend coverage resource. Be prepared to flex and stagger working hours, particularly on weekends and during peak promotional periods, to ensure strong team coverage and continuity of execution.