Casino CRM Manager – Cross and Up Sell

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 VP of Marketing, as a vital member of the casino marketing team, you’ll help expand Hard Rock Digital’s Casino business, across multiple jurisdictions. Working hand in hand with the casino platform, product, marketing, commercial, operations, data and regulatory teams you will combine your outstanding knowledge of the online casino 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:

• Delivery of a comprehensive and effective CRM programme, developing multi-channel strategies focused on cross selling our online sports and casino customers to new product experiences, as well as up selling existing customers to increase recency, frequency and value
• Partner with our OMNI Channel team to x-sell brick and mortar and Free to play customers to our real money gaming products and services.
• Work closely with our Integrated Marketing team, and work with both central and local teams to create attention grabbing marketing programmes & initiatives, leveraged across all touch points from acquisition to retention, driving growth and profitability
• Deliver a compelling and effective promotional roadmap, tailored to provide each of the key player cohorts with relevant offers
• Continue to optimize the full customer lifecycle management programme, from early life / onboarding, through to yield management, churn prevention and reactivation
• Establish KPI targets and measurement frameworks to ensure all campaigns are designed with a specific target objective and desired outcome
• Define approaches to manage frequency of player contact across multiple channels, while ensuring maximum audience reach and engagement
• Ensure that all campaign activity is within budget and delivers demonstrable RPO / drives core KPIs
• Implement and maintain a comprehensive but efficient quality assurance process to ensure campaigns are aligned with brand guidelines, as we as regulatory guidelines and legislation

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 3+ years’ experience in a casino CRM role
• Have excellent reporting & analytical skills
• Be highly organised 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 casino and have a genuine passion and understanding what makes a great casino product and promotions portfolio
• Understand the online casino landscape and where new and existing opportunities might be
• Embrace new ideas and ways of thinking when it comes to casino product and promotions 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).

Hard Rock Digital