Manager - Sportsbook Customer Value CRM
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. We are seeking individuals with a passion for learning, operating, and building new products and technologies for millions of consumers. We prioritize understanding each customer's interaction, experience, behavior, and insights to ensure authentic engagement. 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, extending its success into the digital realm. This role is a key contributor within the Sportsbook Retention Marketing team, focusing on Customer Value CRM initiatives. The position will drive the strategy, execution, planning, and optimization of CRM campaigns. This includes, but is not limited to, VIP supplemental offers, partnership collaboration, national and locally relevant sweepstakes and contests, and multi-sport conversion programs. The role involves working cross-functionally with various business teams to support customer retention and growth strategies aligned with business objectives and regulatory requirements, while also advising on product roadmap evolution and developing strong team-first processes.
Requirements
- A strong understanding of online gaming customers and sports fans’ preferences with experience in how CRM strategies can improve their engagement.
- 5+ years of digital sportsbook, DFS, gaming or casino experience in CRM strategy and retention marketing
- Experience working with CRM platforms and/or promotional management tools
- Ability to analyze and understand performance relative to objectives in real time
- Experience influencing cross-functional team strategy, including marketing, VIP, product, trading and compliance
- Comfort working in a fast-paced, evolving industry
- Strong written and verbal communication skills
- Understanding of regulatory considerations across different jurisdictions
Responsibilities
- Work closely with Promotions Customer Value team to align promotional and messaging pillars
- Lead engagement strategy across VIP, partnerships, play-up and cross-sell focused initiatives
- Work closely across CRM teams to create and manage testing strategy and communication plans
- Create consistent process-first guidelines to ensure best-in-class customer experience for all Customer Value-led content
- Ensure all CRM materials meet compliance and brand standards
- Communicate how campaign mechanics, targeting strategy, segmentation framework and messaging adhere to broader Sportsbook CRM team goals
- Analyze performance trends to optimize against key objectives
Benefits
- Competitive pay and benefits
- Flexible vacation allowance
- A hybrid / remote working environment
- Startup culture backed by a secure, global brand
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
