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 SportsbookWork closely with Promotions, Product & Data Science teams to align CRM strategy with promotions, product & data science pillarsFoster a culture of operational excellence to help create a error-free approachPrioritize evolution of personalized automation framework to scale CRM campaignsEstablish clear testing strategy embedded within communication plansCreate consistent process-first guidelines to ensure best-in-class customer experience for all content by adhering to strict QA protocolsCollaborate effectively with Casino team on multi-vertical projectsEnsure all CRM materials meet compliance and brand standardsCommunicate how campaign mechanics, targeting strategy, segmentation framework and messaging adhere to broader Sportsbook CRM team goalsAnalyze performance trends to optimize against key objectivesWhat 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 marketingExperience working with CRM platforms and/or promotional management toolsDetail-oriented leadership skills in remote work environmentAbility to analyze and understand performance relative to objectives in real timeExperience influencing cross-functional team strategy, including marketing, promotions, VIP, product, trading and complianceComfort working in a fast-paced, evolving industryStrong written and verbal communication skillsUnderstanding of regulatory considerations across different jurisdictionsWhat’s in it for you?We offer our employees more than just competitive compensation. Our team benefits include:Competitive pay and benefitsFlexible vacation allowanceA hybrid / remote working environmentStartup culture backed by a secure, global brandRoster of UniquesWe 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).