Manager - Sportsbook Customer Value CRM

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 with a 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?

This role will be a key contributor within the Sportsbook Retention Marketing team overseeing Customer Value CRM initiatives. The position will drive the strategy, execution, planning, and optimization of CRM campaigns. This includes, but is not exclusive to, VIP supplemental offers, partnership team collaboration, national and locally relevant sweepstakes and contests, multi-sport conversion programs and more.

Working cross-functionally with teams across the business, you will assist with customer retention and growth strategies that align with business objectives and regulatory requirements, while advising an evolving product roadmap and developing a strong team-first set of processes.

Responsibilities for this role include:

• 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