Manager - CRM Innovation

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the Position?

We are looking for a CRM Innovation Manager to join our CRM team and lead the discovery, evaluation, and implementation of next-generation customer engagement capabilities.

This role sits at the intersection of CRM strategy, marketing technology, data science, experimentation, and AI. You will identify opportunities to improve personalization, retention, customer experience, and operational efficiency through new technologies, advanced analytics, and innovative CRM capabilities.

Working closely with CRM, Product, Data Science, Engineering, and Analytics teams, you will rapidly validate ideas through experimentation and prototyping before helping scale successful initiatives across the business. This is an ideal role for someone who combines technical curiosity with a strong understanding of customer behavior and lifecycle marketing.

Key Responsibilities:

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency

• Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact

• Build and validate proof-of-concepts before committing engineering resources to full-scale development

• Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies

• Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions

• Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies

• Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs

• Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria

• Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization