CRM Coordinator - Omni Channel

Hard Rock Digital•United States, FL

20h•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. We are seeking a CRM Coordinator – Omni Channel to join our Omni Channel Team, reporting to the Senior CRM Manager – Omni Channel. This role is integral to driving customer conversion, retention, and reactivation through the planning, coordination, and execution of omni-channel CRM campaigns across email, push, SMS, and in-app. The successful candidate will manage complex, multi-step campaign workflows from briefing and build through QA, scheduling, and post-send analysis. Responsibilities include using SQL and data tools to pull audience segments, validate campaign targeting, and surface performance insights. The role also involves reviewing and validating all copy, creative assets, terms and conditions, bonus amounts, and targeting criteria for accuracy and compliance. Additionally, the CRM Coordinator will manage direct mail campaigns from concept through delivery, coordinating production schedules, vendor timelines, and postal deadlines. This position acts as a key liaison between CRM, creative, product, and commercial teams, ensuring stakeholders are aligned and communication is clear. The role requires utilizing CRM platforms (e.g., Braze, Optimove) to configure, test, and troubleshoot campaigns and bonus promotions, including A/B testing setups, and ensuring all activity complies with legal regulations, company guidelines, and CRM best practices.

Requirements

2+ years of CRM or marketing operations experience in the online gaming or sportsbook industry
Comfortable working with SQL and data tools—including Snowflake—to query audiences, validate segmentation, and extract actionable insights from campaign performance
Proficiency in CRM platforms (e.g., Braze, Optimove) and a solid understanding of omni-channel marketing mechanics across email, push, SMS, and in-app
Hands-on experience with direct mail campaigns—understanding production workflows, print vendor coordination, and the unique lead times and deadlines that come with physical mail
Highly organized and process-driven, with the ability to manage multiple concurrent projects, deadlines, and stakeholders without dropping the ball
Experience with project management tools such as Monday.com, Wrike, or Asana to track deliverables, manage workflows, and keep cross-functional teams aligned
Confident communicator—able to translate complex processes clearly for both technical and non-technical audiences, and build strong working relationships with internal and external teams
Proactive, go-getter attitude—spotting problems before they happen, taking ownership without being asked, and always looking for ways to do things better
Deep understanding of customer behaviors and lifecycle stages, using data and intuition to build personalized, impactful CRM strategies across all channels
Thrive in a fast-paced, ever-evolving environment—embracing change, staying curious, and bringing enthusiasm to the challenge of making every customer interaction count

Nice To Haves

Bachelor’s degree in Marketing, Business Administration, or a related field

Responsibilities

Plan, coordinate, and execute omni-channel CRM campaigns across email, push, SMS, and in-app—driving customer conversion, retention, and reactivation
Manage complex, multi-step campaign workflows end-to-end—from briefing and build through QA, scheduling, and post-send analysis
Use SQL and data tools to pull audience segments, validate campaign targeting, and surface performance insights that inform ongoing optimization
Review and validate all copy, creative assets, terms and conditions, bonus amounts, and targeting criteria to ensure accuracy and compliance prior to launch
Manage direct mail campaigns from concept through delivery—coordinating print production schedules, vendor timelines, and postal deadlines to ensure on-time, accurate execution
Act as a key liaison between CRM, creative, product, and commercial teams—keeping stakeholders aligned, projects on track, and communication clear
Utilize CRM platforms (e.g., Braze, Optimove) to configure, test, and troubleshoot campaigns and bonus promotions, including end-to-end A/B testing setups
Ensure all activity complies with relevant legal regulations, company guidelines, and CRM best practices across every channel and jurisdiction
Actively contribute to the continuous improvement of Omni Channel Team processes, procedures and systems.