Manager - CRM Casino

Hard Rock Digital•United States, FL

6d•Hybrid

About The Position

Hard Rock Digital is seeking a Manager - CRM Casino to join their team. This role is for a fiercely focused individual contributor who will drive the company's CRM and promotional strategy. The position starts as an individual contributor with manager-level scope, owning a major domain end-to-end, with the potential to grow into a people-manager role as the team scales. The ideal candidate is proactive, identifies risks, and shapes the team's thinking within their domain. This role requires someone who has transitioned from owning their workstream to owning the outcome and is ready to eventually lead 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 sharp enough 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 during peak player activity.

Responsibilities

Own the CRM promotion domain end-to-end without manager oversight, being accountable for outcomes, not just execution.
Act as the de facto authority on CRM QA, compliance, and creative standards, setting the bar for the team.
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 on resulting standards.
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 CRM 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.