Manager - Sportsbook Customer Value CRM

About Hard Rock Digital

Hard Rock Digital aims to become the premier online sportsbook, casino, and social gaming company worldwide. Our team is passionate about continuously learning, advancing, and creating innovative products and technology that serve millions of consumers. We prioritize authentic customer interactions, closely monitoring their experiences, behaviors, and insights to consistently enhance our offerings. Rooted in the heritage of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a globally recognized brand in gaming, entertainment, and hospitality and translates this success into the digital gaming space.

Role Overview

This key role within the Sportsbook Retention Marketing team focuses on leading Customer Value CRM initiatives. The Manager will own the strategic planning, execution, and optimization of CRM campaigns including VIP exclusive offers, partnership collaborations, nationwide and localized sweepstakes and contests, as well as multi-sport conversion efforts. Collaborating cross-functionally across departments, the role supports customer retention and growth strategies aligned with business goals and regulatory compliance, while also contributing to product roadmap development and establishing strong team-oriented operational processes.

Responsibilities

• Coordinate closely with Promotions Customer Value team to ensure aligned promotional and messaging frameworks
• Direct engagement strategies focusing on VIP clients, partnerships, play-up, and cross-selling initiatives
• Collaborate across CRM teams to design and administer testing frameworks and communication strategies
• Develop process-driven guidelines to guarantee exceptional customer experiences for all Customer Value content
• Ensure all CRM campaign materials comply with branding and regulatory standards
• Effectively communicate campaign mechanics, targeting, segmentation, and messaging consistent with broader Sportsbook CRM objectives
• Analyze campaign data and performance trends to optimize outcomes aligned with key business targets

Candidate Profile

• Minimum 5 years of experience in digital sportsbook, daily fantasy sports (DFS), gaming, or casino CRM strategy and retention marketing
• Proficient with CRM platforms and/or promotion management tools
• Strong analytical skills to interpret real-time performance metrics against goals
• Experience influencing multidisciplinary teams including marketing, VIP services, product management, trading, and compliance
• Ability to thrive and adapt in a fast-changing industry environment
• Excellent verbal and written communication capabilities
• Knowledgeable of regulatory frameworks and compliance across multiple jurisdictions

Employee Benefits

• Competitive salary and comprehensive benefits package
• Flexible vacation policy to support work-life balance
• Hybrid and fully remote work options available
• Dynamic startup culture supported by an established global brand

Company Culture and Values

We highly value every customer interaction and empower our personnel to take ownership of the customer experience. Our vision supports a diverse and inclusive workplace where individuals can authentically express themselves and fully utilize their talents. We celebrate uniqueness and are committed to equal opportunity employment.