Manager - CRM Casino

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — 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?

Reporting to the Director of CRM, you'll be the senior individual contributor driving Hard Rock Digital's CRM and promotional strategy. This role starts as an individual contributor where you will own a major domain end-to-end with manager level scope, with no direct reports, but is built to grow into a people-manager role as the team scales. You don't wait to be told what to prioritize: you see around corners, surface risks before they escalate, and shape how the broader team thinks about your domain. This is a role for someone who has moved from "own my workstream" to "own the outcome," and who's ready to eventually own a team as well. 

Responsibilities for this role include:

Promo & Communications Operations

• Own the CRM promotion domain end-to-end without manager oversight.  You're accountable for outcomes, not just execution.

• Act as the de facto authority on CRM QA, compliance, and creative standards; set the bar the rest of the team is held to.

• Drive real-time and pre-planned offer strategy across channels making the speed/quality tradeoff calls yourself and documenting the standard for others to follow.

• Produce executive-ready CRM performance reporting with minimal direction, translating results into recommendations rather than just summaries.

• Identify measurement and process gaps in CRM execution and drive the fix yourself; document and train other coordinators on the resulting standard.

• Own promotional pacing and performance analytics end-to-end proactively surfacing risks and opportunities to leadership before they're asked, not after.

• Manage the full lifecycle of bonus configuration, resolving cross-functional dependencies independently rather than escalating them.

• Act as the go-to resource for promo SOP questions on the team; when you spot a gap in process, you're expected to close it, not just flag it.

Cross-Functional

• Own cross-functional communication and relationships with Creative, Customer Support, Analytics and Product for your domain without needing your manager in the room.

• Proactively surface issues and risks in your domain to senior leadership before they escalate; you're the early-warning system, not the after-the-fact reporter.

• Build deep platform expertise (e.g., Braze, Claude, Internal Tools) and lead not just support A/B testing and personalization initiatives, shaping the roadmap rather than executing someone else's.

• Facilitate alignment across teams whenever your domain creates dependencies elsewhere; represent CRM/promo needs in broader planning conversations.

• Operate with a full-ownership mindset: think 6–12 months ahead for your domain, and prioritize without waiting for direction.

What are we looking for?

We’re looking for someone who has moved beyond execution and started to think like an owner, someone who sees what needs to happen, makes it happen, and makes the team around them better in the process. To be successful in this role, you will have:

• 5+ years of experience in CRM, promo operations, or digital marketing ideally in online gaming, sportsbook, or a similarly fast-paced consumer environment

• Deep, hands-on fluency with CRM and marketing platforms (e.g., Braze,), with a track record of using data to drive not just support your decisions.

• Strong independent analytical judgment; you don't just pull the data, you know what question to ask of it and what to do with the answer.

• Demonstrated ownership of online casino promotional mechanics (play and gets, deposit matches, bonus structures) at a strategic, not just operational, level.

• A track record of managing multiple major workstreams simultaneously and being the person others come to when something's unclear.

• Communication skills sharp enough to represent your domain directly to senior leadership proactively, and without being asked.

• A demonstrated habit of fixing process gaps rather than just identifying them; you leave SOPs better than you found them.

• Genuine curiosity about players and the space, translated into things you've actually shipped or changed.

• A collaborative style that lets you drive alignment across Creative, CS, Marketing, Analytics, and other teams without formal authority over them.

• Availability for on-call weekend coverage to support live campaigns during peak player activity.

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 help shape the future strategy of the Sportsbook

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).