Manager - CRM Casino & PMR

Hard Rock Digital•United States, FL

17h•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. They are creating a team that is deeply curious, passionate about learning, operating, and building new products and technologies for millions of consumers. The company is customer-obsessed, focusing on each customer interaction, experience, behavior, and insight, and acting authentically. Hard Rock Digital leverages the brand recognition of Hard Rock and the Seminole Tribe of Florida to bring gaming and entertainment success to the digital space. This position reports to the Director of CRM and is a senior individual contributor role focused on driving the CRM and promotional strategy. While starting as an individual contributor with manager-level scope and no direct reports, the role is designed to grow into a people-management position as the team scales. The ideal candidate will be proactive, identify risks, and shape the team's thinking within their domain, moving from owning workstreams to owning outcomes and eventually a team.

Requirements

5+ years of experience in CRM, promo operations, or digital marketing, ideally in online gaming, sportsbook, or a similarly fast-paced consumer environment.
Deep, hands-on fluency with CRM and marketing platforms (e.g., Braze), with a track record of using data to drive decisions.
Strong independent analytical judgment; ability to ask the right questions of data and act on the answers.
Demonstrated ownership of online casino promotional mechanics (play and gets, deposit matches, bonus structures) at a strategic level.
Track record of managing multiple major workstreams simultaneously and being a go-to person for clarity.
Communication skills to represent the domain directly to senior leadership proactively.
Demonstrated habit of fixing process gaps rather than just identifying them.
Genuine curiosity about players and the space, translated into shipped changes.
Collaborative style to drive alignment across Creative, CS, Marketing, Analytics, and other teams without formal authority.
Availability for on-call weekend coverage to support live campaigns.

Nice To Haves

The role starts as an individual contributor with manager level scope, built to grow into a people-manager role as the team scales.
Ability to see around corners, surface risks before they escalate, and shape how the broader team thinks about their domain.
Moved from 'own my workstream' to 'own the outcome'.

Responsibilities

Own the CRM promotion domain end-to-end without manager oversight, accountable for outcomes.
Act as the de facto authority on CRM QA, compliance, and creative standards.
Drive real-time and pre-planned offer strategy across channels, making speed/quality tradeoff calls and documenting standards.
Produce executive-ready CRM performance reporting with minimal direction, translating results into recommendations.
Identify and fix measurement and process gaps in CRM execution, documenting and training others.
Own promotional pacing and performance analytics end-to-end, proactively surfacing risks and opportunities to leadership.
Manage the full lifecycle of bonus configuration, resolving cross-functional dependencies independently.
Act as the go-to resource for promo SOP questions and close process gaps.
Own cross-functional communication and relationships with Creative, Customer Support, Analytics, and Product for the CRM domain.
Proactively surface issues and risks in the domain to senior leadership.
Build deep platform expertise (e.g., Braze, Claude, Internal Tools) and lead A/B testing and personalization initiatives.
Facilitate alignment across teams when the CRM domain creates dependencies, representing CRM/promo needs in planning conversations.
Operate with a full-ownership mindset, thinking 6–12 months ahead for the domain and prioritizing without waiting for direction.