Senior CRM Manager - Sports

What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We’re building a team that resonates 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?
Reporting into the Director of CRM Lifecycle and Ops, as a vital member of the CRM team, you'll help expand Hard Rock Digital's Sports business, across multiple jurisdictions. Working hand in hand with the sports platform, product, marketing, commercial, operations, data and regulatory teams you will combine your outstanding knowledge of the online sports customer and experience to play a leading role in driving forward the future growth and direction of the digital casino business.

Responsibilities for this role include:
Ensure the accurate creation, scheduling and deployment of CRM campaigns across multiple channels, including email, push notifications and SMS.
Manage a team of two CRM Managers, ensuring we operate efficiently and help drive the business forward.
Develop and implement non-promo based CRM strategies to enhance customer retention, loyalty lifetime value, leveraging data-driven insights and detailed segmentation.
Collaborate with cross-functional teams to execute targeted campaigns and promotions, coordinating the delivery of personalized communications.
Monitor and analyze KPIs related to customer engagement, particular open rate, click rate, CTOR, through to bets placed, identifying areas for improvement and optimization.
Define approaches to manage frequency of player contact across multiple channels, while ensuring maximum audience reach and engagement.
Ensure that all campaigns activity is within budget and delivers demonstrable RPO / drives core KPIs.
Maintain a comprehensive but efficient quality assurance process to ensure campaigns are aligned with brand and regulatory guidelines.
Generate detailed reports and insights to drive business decisions and identify opportunities for improvement.
Stay up-to-date with industry trends and CRM best practices, continuously seeking opportunities to optimize and enhance the effectiveness of our communications.

What are we looking for?
In this team we need people who have a deep understanding of online casino customers, the games, promotions and product features that produce ongoing world class customer experiences, what the key competition are up to and the wider market trends.

To be successful in this team you will:
Possess at least 5+ years’ experience in a sports CRM role
Have 3+ years’ people management experience
Be highly organized and structured, with the ability to work at an incredible pace, working across multiple tasks and teams
Drive continuous improvement in processes and procedures to ensure the customer always receives a seamless, and where possible, frictionless experience
A natural communicator to both internal and external teams, with strong stakeholder management and influencing skills
Live and breathe all things sports and have a genuine passion and understanding what makes a great sports product and customer experience
Understand the online sports landscape and where new and existing opportunities might be
Embrace new ideas and ways of thinking when it comes to sports product and communications innovation
Enjoy working in an ever-changing landscape, where no day is the same

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
Flexible work from home or office hours
Startup culture backed by a secure, global brand
Opportunity to build products enjoyed by millions as part of a passionate team

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).

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