Manager - CRM Casino

Hard Rock Digital•United States, FL

About The Position

Hard Rock Digital is seeking a senior individual contributor to own its CRM and promotional strategy for casino. Reporting to the Director of CRM, this role has manager-level scope but no direct reports initially, with the potential to grow into a people-manager role as the team scales. The person in this role will own a major domain end-to-end, exercise independent judgment, shape team standards, and take responsibility for outcomes. They will also develop platform expertise and help shape the roadmap for testing and personalization initiatives.

Requirements

At least 5 years of experience in CRM, promotional 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, such as Braze, and a track record of using data to drive decisions.
Strong independent analytical judgment, including the ability to determine what questions to ask of data and how to act on the answers.
Strategic ownership of online casino promotional mechanics, such as play-and-gets, deposit matches, and bonus structures.
Experience managing multiple major workstreams simultaneously and serving as a resource when issues are unclear.
Communication skills to represent a domain directly and proactively to senior leadership.
A demonstrated habit of fixing process gaps and improving standard operating procedures.
Curiosity about players and the industry, reflected in work shipped or changes made.
Collaborative ability to drive alignment across Creative, Customer Support, Marketing, Analytics, and other teams without formal authority.
Availability for on-call weekend coverage during peak player activity.

Responsibilities

Own the CRM promotion domain end-to-end, including CRM quality assurance, compliance, creative standards, and promotional strategy.
Drive real-time and planned offers across channels, making and documenting decisions that balance speed and quality.
Produce executive-ready CRM performance reports and translate results into recommendations.
Identify and resolve measurement and process gaps, document standards, and train other coordinators on those standards.
Own promotional pacing and performance analytics, proactively communicating risks and opportunities to leadership.
Manage the full lifecycle of bonus configuration and resolve cross-functional dependencies independently.
Serve as the team's go-to resource for promotional standard operating procedure questions and close identified process gaps.
Own cross-functional communication and relationships with Creative, Customer Support, Analytics, Product, and other teams for the assigned domain.
Proactively surface domain issues and risks to senior leadership.
Build expertise in platforms such as Braze, Claude, and internal tools, and help shape the roadmap for A/B testing and personalization initiatives.
Represent CRM and promotional needs in broader planning and facilitate alignment where the domain creates cross-team dependencies.
Plan 6–12 months ahead for the domain and prioritize work independently.
Provide on-call weekend coverage to support live campaigns during peak player activity.