Director - Sportsbook CRM

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer 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, 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 CRM strategy and operations. The position will oversee the planning and optimization of all Sportsbook CRM campaigns.

Working cross-functionally with teams across the business, you will lead customer retention and growth strategies that align with business objectives and regulatory requirements, while advising an evolving product roadmap, develop a strong team-first set of processes and foster curiosity and precision around automation and data analysis.

Responsibilities for this role include:

• Lead CRM engagement strategy across Sportsbook

• Work closely with Promotions, Product & Data Science teams to align CRM strategy with promotions, product & data science pillars

• Foster a culture of operational excellence to help create a error-free approach

• Prioritize evolution of personalized automation framework to scale CRM campaigns

• Establish clear testing strategy embedded within communication plans

• Create consistent process-first guidelines to ensure best-in-class customer experience for all content by adhering to strict QA protocols

• Collaborate effectively with Casino team on multi-vertical projects

• 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

What Are We Looking For?

A strong understanding of online gaming customers and sports fans’ preferences with experience in how CRM strategies can improve their engagement.

You will have:

• 7+ 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

• Detail-oriented leadership skills in remote work environment

• Ability to analyze and understand performance relative to objectives in real time

• Experience influencing cross-functional team strategy, including marketing, promotions, 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

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid / remote working environment

• Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).