Specialist - VIP Operations

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, 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?

The VIP Operations Specialist is responsible for supporting the execution of VIP marketing and operational initiatives through CRM administration, project coordination, workflow automation, financial tracking, and cross-functional collaboration. Reporting to the VIP Marketing Projects Manager, this role serves as a key operational partner, ensuring the successful execution of campaigns, events, onboarding, reporting, and departmental processes.

This individual will play an integral role in maintaining operational excellence by managing multiple systems, coordinating with internal stakeholders, and identifying opportunities to improve efficiency through automation and process optimization. The ideal candidate is highly organized, detail-oriented, analytical, and comfortable working in a fast-paced, collaborative environment while balancing multiple priorities.

Marketing Operations & Project Support

• Support the planning, execution, and coordination of VIP marketing campaigns, promotions, events, and operational initiatives.

• Assist the VIP Marketing Projects Manager with project planning, timelines, deliverables, and cross-functional communication.

• Track project milestones and provide regular status updates to leadership.

• Prepare project documentation, reports, presentations, and Standard Operating Procedures (SOPs).

• Coordinate operational logistics for VIP marketing initiatives and departmental projects.

• Identify opportunities to improve operational workflows and recommend process enhancements.

CRM Administration & Systems Management

• Manage and maintain VIP operational data across Salesforce, Blackthorn, and Spoke Phone, ensuring data integrity and consistency.

• Build, launch, and manage Salesforce campaigns supporting VIP communications, promotions, events, and marketing initiatives.

• Conduct routine audits of CRM data to identify inconsistencies and maintain data quality.

• Troubleshoot Salesforce-related issues, submit IT support tickets, and monitor resolution through completion.

• Support system testing and implementation of new CRM functionality and operational enhancements.

• Maintain documentation of CRM processes, workflows, and system updates.

Financial Reporting & Budget Management

• Reconcile daily and monthly property comp reports, identifying discrepancies and communicating findings to Finance and Revenue teams.

• Maintain accurate budget tracking reports and dashboards for leadership.

• Assist with invoice tracking and reconciliation to ensure timely processing.

• Partner with Finance to communicate budget variances and support forecasting efforts.

• Track departmental budgets against forecasts, including:

  Event expenses

  Ticket allocations and ticket blocks

  Vendor invoices

  One-off ticket requests

  Marketing and operational expenditures

Workflow Automation & Operational Systems

• Maintain and troubleshoot Slack workflows supporting VIP operations and internal communications.

• Manage and maintain Zapier integrations and automated Slack notifications.

• Update and maintain host contact tables that support Slack workflows and automated alerts.

• Partner with Loyalty Operations to ensure shared contact tables remain accurate and operational.

• Monitor workflow performance and proactively identify opportunities for automation and operational improvements.

Onboarding & Training Administration

• Coordinate onboarding activities for new VIP team members under the direction of department leadership.

• Support continuous improvements to the department's onboarding and intake process.

• Assign learning paths and required training through Udemy Business or other Learning Management Systems.

• Monitor training completion and distribute recurring compliance reports.

• Partner with Learning & Development to maintain current training content and documentation.

• Maintain onboarding guides, departmental documentation, and operational resources.

Cross-Functional Collaboration

• Support department reporting, audits, and operational initiatives.

• Coordinate communication between stakeholders to ensure projects remain on schedule.

• Assist leadership with special projects and operational initiatives as assigned.

• Serve as a liaison between VIP Marketing and internal departments, including:

  Finance

  Revenue Management

  Loyalty

  Information Technology

  Learning & Development

  Marketing

What are we looking for?

• Proficiency in Salesforce CRM, including campaign creation, reporting, and data management.

• Experience working with Salesforce-integrated platforms such as Blackthorn and Spoke Phone, or the ability to quickly learn new systems.

• Working knowledge of Slack, including Workflow Builder and channel administration.

• Experience using automation platforms such as Zapier.

• Advanced proficiency in Microsoft Excel and/or Google Sheets, including formulas, pivot tables, reconciliation, and reporting.

• Experience with Learning Management Systems such as Udemy Business or similar platforms.

• Strong aptitude for learning new technologies and business systems.

Professional Competencies

• Exceptional organizational and time management skills with the ability to prioritize competing deadlines.

• Strong analytical and problem-solving skills with excellent attention to detail.

• Ability to identify discrepancies, analyze operational data, and recommend solutions.

• Excellent written and verbal communication skills.

• Ability to work independently while effectively collaborating across multiple departments.

• Strong customer service mindset when supporting internal stakeholders.

• Adaptable and comfortable working in a dynamic, fast-paced environment.

• Demonstrated ability to maintain confidentiality and exercise sound judgment.

Education & Experience

• Associate's or Bachelor's degree in Business Administration, Marketing, Operations, Finance, Information Systems, or a related field preferred, or equivalent professional experience.

• Minimum of two (2) years of experience in operations, project coordination, CRM administration, marketing operations, or a related business support role.

• Salesforce experience strongly preferred.

• Experience with financial reporting, budget tracking, reconciliation, or invoice management preferred.

• Experience supporting onboarding, training administration, or operational process improvement is a plus.

• Experience in online gaming, sports betting, casino, hospitality, loyalty, or customer relationship management environments is preferred.

Preferred Qualifications

• Salesforce Administrator certification or equivalent experience.

• Experience with workflow automation tools such as Zapier, Microsoft Power Automate, or similar platforms.

• Experience developing dashboards, reporting, and KPI tracking.

• Experience supporting marketing operations, project management, or CRM-driven campaigns.

• Familiarity with Agile project management principles or project management software is a plus.

Success Measures

• Execute VIP marketing campaigns accurately and on schedule.

• Maintain high-quality CRM data and operational systems.

• Deliver timely and accurate financial reporting and budget reconciliation.

• Ensure Slack workflows and automation tools remain functional and optimized.

• Coordinate onboarding and training administration efficiently.

• Build strong partnerships across Marketing, VIP, Finance, Loyalty, Revenue, IT, and Learning & Development.

• Identify and implement process improvements that enhance operational efficiency.

• Provide reliable project coordination and operational support that enables the VIP Marketing team to execute strategic initiatives successfully.

Working Conditions

• Ability to work in a fast-paced environment with changing priorities.

• Occasional travel and evening or weekend work may be required to support VIP events and business initiatives.

• Prolonged periods of sitting and working at a computer.

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

• A hybrid / remote working environment

• 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 opportunity employer).