CRM Manager - Omni Channel

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming 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, behaviour, 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 to the Vice President of Omni Strategy, the CRM Manager will be responsible for designing and executing multi-channel campaigns that connect property-based customers and digital/app players into a single, cohesive customer journey. This role owns the strategy and execution of cross-channel CRM programs across email, hard mail, push notifications, in-app messaging, and property-led touchpoints, with the goal of driving acquisition, engagement, retention, and lifetime value across the full Hard Rock ecosystem.

Key Responsibilities:

• Develop and execute a holistic omni-channel CRM strategy that connects property (B&M) loyalty databases with digital/app customer journeys and vice versa.

• Own end-to-end CRM process oversight, from strategy and planning through execution, QA, and post-campaign optimization.

• Design and execute multi-channel campaigns, including email, hard mail, push notifications, SMS and in-app messaging, ensuring personalized and data-driven player experiences across channels.

• Own the definition, extraction, and validation of CRM audiences across property and digital systems.

·       Lead omni-channel segmentation strategies across property-only customers, digital-only customers, and omni-channel customers.

• Develop and manage the omni-channel customer lifecycle, from onboarding and early engagement to churn prevention and reactivation.

• Partner with property and omni marketing teams to align digital messaging with on-property activations, promotions, and events.

• Define and track KPIs, establishing robust measurement frameworks to assess campaign performance and continuously refine strategies.

• Provide creative direction and performance feedback in collaboration with creative teams by testing different iterations of messaging, layouts, and visual assets.

• Maintain a structured quality assurance process to ensure all campaigns meet brand guidelines, compliance standards, and regulatory requirements.

• Act as the central point of coordination across omni, CRM, analytics, and gaming teams to ensure seamless execution and consistent prioritization.

• Leverage A/B testing, behavioural insights, and predictive analytics to refine CRM tactics and maximize campaign effectiveness.

What are we looking for?

In this team we need people who have a deep understanding of social 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:

• Bring 5+ years of CRM experience in a highly data-driven, multi-channel gaming industry.

• Bring technical proficiency in Braze, Airship, GetResponse, or similar platforms with the ability to build and troubleshoot complex campaign logic.

• Exhibit exceptional data discipline, including comfort pulling, validating, and interpreting customer data to ensure accurate targeting, segmentation, and measurement.

• Be highly organized and process-oriented, with demonstrated experience building CRM processes from the ground up, including campaign planning, data intake, audience validation, QA, approvals, deployment, and post-campaign learning.

• Apply analytical rigor and sound judgment to translate insights into actionable CRM strategies, balancing customer experience, promotional efficiency, and business outcomes.

• Show strong offer and lifecycle intuition, understanding which incentives, messages, and experiences resonate with different customer segments at different moments in their journey.

• Be comfortable establishing structure where none exists, creating repeatable workflows, documentation, and operating rhythms that enable scale and consistency.

• Possess clear, effective content and messaging skills, with the ability to adapt tone, format, and creative direction across channels and customer mindsets.

• Act as a confident cross-functional leader, partnering effectively with marketing, analytics, product, creative, compliance, and property teams to drive alignment and results.

• Embrace new ideas and ways of thinking when it comes to social casino products 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

• Remote working

• Startup culture backed by a secure, global brand

• Opportunity to drive informed decision making for a best-in-class social casino brand

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).