Manager - Lifecycle CRM

Hard Rock Digital•United States, FL

3d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. This role will be a key contributor within the Sportsbook Retention Marketing team, owning the strategy, execution, planning, and optimization of the Sportsbook loyalty experience. The position will lead the ongoing loyalty strategy across Legendary Reward Drops, loyalty levels and progression, the Rewards Store, and the relationship between the digital and property loyalty programs. Working cross-functionally with teams across the business, you will develop customer retention, engagement, and value strategies that align loyalty experiences with business objectives and regulatory requirements, while helping shape an evolving product roadmap and developing a strong, team-first set of processes.

Requirements

A strong understanding of online gaming customers and sports fans’ preferences, with experience developing loyalty, rewards, CRM, or retention strategies that deepen engagement and customer value.
5+ years of digital sportsbook, DFS, gaming, casino, loyalty, CRM, or retention marketing experience
Experience developing loyalty or rewards programs, including tier strategy, benefits, reward mechanics, or rewards marketplaces
Experience working with CRM, loyalty, promotional management, or customer engagement platforms
Ability to analyze customer behavior and program performance and translate insights into strategy
Experience influencing cross-functional strategy across marketing, CRM, VIP, product, analytics, operations, and compliance
Strong strategic thinking, project management, and written and verbal communication skills
Comfort in a fast-paced industry and understanding of regulatory considerations across jurisdictions

Responsibilities

Own the overall loyalty CRM strategy, including loyalty levels, rewards, weekly rewards, and engagement initiatives, ensuring the program drives customer value and supports broader business objectives.
Develop and evolve Sportsbook loyalty-level strategy, including progression, benefits, recognition, and tier engagement.
Define the relationship between loyalty programs to create a connected customer experience.
Own the Rewards Store strategy, including assortment, merchandising, cadence, customer experience, and optimization.
Partner with CRM, Promotions, VIP, Product, Analytics, and other teams to align loyalty mechanics, communications, and customer journeys.
Lead testing and measurement across loyalty initiatives, using customer and performance insights to improve engagement, retention, and value.
Ensure loyalty experiences and communications meet compliance and brand standards; analyze performance to optimize key objectives.