Manager - Sportsbook Customer Value CRM

Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world. The Manager - Sportsbook Customer Value CRM will oversee Customer Value CRM initiatives, driving strategy, execution, planning, and optimization of CRM campaigns to enhance customer retention and engagement.

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

Requirements:

• 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