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 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?
We are seeking a strategic and data-driven Senior CRM Lifecycle Manager to lead and optimize our onboarding and reactivation programs within our online casino vertical. This role will be critical in driving user engagement, enhancing player lifetime value, and reducing churn through effective CRM strategies. You’ll be at the forefront of designing personalized, automated, and targeted communications that guide players from their first interaction through periods of inactivity back into the game.
Key Responsibilities
CRM Strategy & Execution
Own and evolve the lifecycle marketing strategy for onboarding new users and reactivating dormant players in collaboration with the Casino Promo team.
Develop and implement automated CRM journeys and trigger-based communications across email, SMS, push, and in-app channels.
Segment the user base to deliver personalized and timely messages based on behavior, preferences, and gaming activity.
Onboarding Program Ownership
Design and execute an engaging and rewarding onboarding experience to maximize early engagement and conversion to depositing players.
Test and refine messaging, incentives, and user flows to improve first-time deposit rates and reduce early churn.
Monitor early-stage KPIs (registration-to-deposit, Day 1/Day 7 retention, etc.) to optimize campaign performance.
Reactivation Program Management
Analyze churn drivers and identify high-potential segments for reactivation efforts.
Launch multi-channel win-back campaigns, including personalized offers, content, and engagement hooks.
Collaborate with analytics and product teams to identify behavioral patterns and define thresholds for reactivation triggers.
Data & Reporting
Define success metrics for lifecycle campaigns and report on performance regularly.
Leverage A/B testing and data insights to continuously improve engagement, conversion, and retention metrics.
Collaborate with BI to create dashboards and models to forecast campaign impact and player value.
Cross-Functional Collaboration
Work closely with product, customer support, creative, and compliance teams to ensure campaigns are effective, engaging, and aligned with regulatory requirements.
Coordinate with the promotions and VIP teams to align offers and messaging across lifecycle stages.
What are we looking for?
5+ years in CRM or lifecycle marketing, preferably within the online gaming or e-commerce industries.
Strong experience with marketing automation platforms (e.g., Salesforce, Optimove, Braze, or similar).
Proven track record of managing onboarding and reactivation campaigns that drive measurable results.
Strong analytical mindset with the ability to interpret data, identify insights, and act on them.
Excellent project management and communication skills.
Familiarity with regulatory environments in online gaming (a plus).
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
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 opportunities employer)