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