Director, Customer Relationship Management

Mohegan Sun•Montville, CT

About The Position

The Director of CRM is responsible for developing and executing a comprehensive CRM strategy that supports our business objectives and targets, with a focus on driving customer loyalty and maximizing customer lifetime value for the digital gaming for Mohegan. The successful candidate will play a significant role on the digital gaming marketing team to ensure campaigns are driving revenue in accordance with the yearly marketing plan.

Requirements

Bachelor's degree in marketing, business, or a related field
Five + years of experience in CRM, retention marketing, or a related role in the online Casino, iGaming and Online Sports Betting industry
Three + years of Managing a CRM/Retention Team
Proven track record of developing and executing successful CRM strategies that drive measurable improvements in customer retention, engagement, and lifetime value
Strong analytical skills and proficiency in data analysis tools and techniques; experience with CRM platforms and marketing automation tools is a plus
Creative thinker with a customer-centric mindset and a passion for delivering exceptional player experiences
Hands on experience working with CRM platforms and analytic tools: Optimove, Tableau, Braze, XtremePush, Snowflake, and Pala.
Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at all levels of the organization
A strong negotiator, self-starter and detail-oriented team member
Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws
Excellent editing and proofreading skills
Excellent organizational and multi-tasking skill and the ability to delegate tasks
Thorough understanding of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
Certifications as required by Mohegan
Mohegan corporate and departmental policies and procedures
Appropriate regulations that pertain to Mohegan Information Systems
Mohegan budget planning and analysis process and procedures
Fast paced office work environment
Must be able to sit in front of a computer screen for extended periods of time
Must be able to work various shifts and flexible hours during busy periods of the sports calendar
Occasional travel required

Responsibilities

Lead Digital CRM team, charged with driving customer engagement and retention
Develop and execute retention and CRM strategies across channels including email, push notifications, and in-app messaging to enhance customer loyalty
Utilize data-driven insights to segment audiences, personalize communications, and deliver targeted offers for specific player segments
Collaborate with other marketing, product, and analytics teams to identify opportunities for improving player experience and increasing customer lifetime value
Oversee the development and optimization of loyalty programs, VIP schemes, and player reward initiatives to encourage ongoing engagement and foster long-term relationships
In coordination with Vice President of Online Marketing, develop and manage budgets for CRM initiatives including third party integrations as well as promotional dollars
Track key performance metrics—such as retention rates, churn, and lifetime value—and use insights to optimize campaigns and initiatives for maximum ROI
Report Key Metrics monthly that includes insights and understandings to be shared with the digital team and the executive leadership
Monitor industry trends, best practices, and new technologies in CRM and retention marketing and new technologies such as Gen AI to identify opportunities for innovation and improvement.
Ensure compliance with relevant regulations, such as GDPR and other data privacy laws
Work with retail properties to utilize a unified view of the player
Work with digital department stakeholders including product, BI, compliance, and creative to ensure that the communications with each group are in line with the goals of the company
Ensure all team members are up to date on all regulations in each jurisdiction and applying the regulations to each campaign
Multi-tasks across multiple projects and marketing campaigns
Creates outbound communications KPIs (i.e. what are we tracking to continuously improve the customer experience for our users)
Provides a proforma and analysis of all CRM campaigns