Senior CRM Strategy Specialist

Mohegan Sun•Montville, CT

2d•Onsite

About The Position

The Senior CRM Strategy Specialist is responsible for leading key CRM initiatives that drive customer retention, engagement, and lifetime value across digital gaming. This role serves as a subject-matter expert in CRM platforms, customer segmentation, and campaign performance analysis, delivering actionable insights and strategies that maximize ROI. This role partners closely with stakeholders across the business and supervises CRM Specialists.

Requirements

BA/BS in Mathematics, Statistics, Computer Science, Marketing Analytics, or related field, or equivalent experience may be considered in lieu of a degree
3+ years of experience in online Casino or Sportsbook CRM, marketing analytics, and/or campaign management
Experience with CRM and marketing automation platforms
Hands-on experience with Player Account Management systems, with a strong understanding of user lifecycle management, data integration, and platform operations
Strong understanding of customer segmentation, personalization, and lifecycle marketing
Demonstrated ability to deliver insights and recommendations that influence strategy and decision-making
Strong analytical capability, able to interpret journey performance data, identify optimization opportunities, and translate insights into program changes
Proficiency with project management tools
Intermediate knowledge of Microsoft Office Suite products and applications
Excellent written, verbal, and presentation skills with strong stakeholder management experience
Strong organizational, prioritization, and multi-tasking skills

Nice To Haves

Familiarity with predictive modeling or machine learning a plus

Responsibilities

Leads the design, execution, and optimization of CRM campaigns to drive customer retention, reactivation, and ARPU
Translate business objectives into actionable segmentation, targeting, and personalization strategies
Creates target selections and suppressions, configures marketing offers, establishes testing strategies (A/B, multivariate, control groups), and manages campaign automation schedules
Analyzes customer lifecycle trends to inform acquisition, conversion, churn, and reactivation strategies
Identifies key factors influencing customer behavior and makes data-driven recommendations to improve marketing effectiveness
Partners cross-functionally with Marketing, Product, Compliance, and Customer Service to align CRM initiatives with business goals
Provides subject-matter expertise in CRM best practices and mentors junior team members
Communicates insights and recommendations to senior leadership in a clear, actionable format
Ensures compliance with all regulatory requirements
Works closely with Mohegan Compliance to ensure online policies and procedures are in alinement
Support the development of test-and-learn frameworks for lifecycle programs
Document all journey architectures, rules, and performance benchmarks for institutional knowledge and onboarding purposes
Monitor competitive lifecycle practices across the iGaming landscape and adjacent industries to identify opportunities for program innovation
Performs other duties, as assigned