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, behavioral insights, and predictive analytics to refine CRM tactics and maximize campaign effectiveness.