Manager - Lifecycle CRM

Hard Rock Digital•United States, FL

1d•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. They are focused on creating a team that is passionate about learning, operating, and building new products and technologies for millions of consumers. The company values each customer's interaction, experience, behavior, and insight, striving for authenticity. Rooted in the heritage of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a globally recognized brand in gaming, entertainment, and hospitality to expand into the digital space. This position is a key contributor within the Sportsbook Retention Marketing team, responsible for the strategy, execution, planning, and optimization of the Sportsbook loyalty experience. The role will lead the ongoing loyalty strategy, encompassing Legendary Reward Drops, loyalty levels and progression, the Rewards Store, and the integration between digital and property loyalty programs. The individual will collaborate with cross-functional teams to develop customer retention, engagement, and value strategies that align loyalty experiences with business objectives and regulatory requirements, while also contributing to the product roadmap and establishing team 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.