Director - Sportsbook 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 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).
