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Manager, Sports VIP CRM

2 months ago

Atlantic City, United States Hard Rock Digital Full time
What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We're building a team that resonates with 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?

We're looking for a Manager, Sports VIP CRM & Promotions to run the marketing, promotions & wider high-value customer strategy. Reporting to the Senior Director of Sports Promotions, this role will be responsible for the development and management of the sports betting VIP players program for Hard Rock Digital.

Responsibilities for the role include:
  • Design specific customer marketing and sales strategies to capture a greater share of wallets and attract new business.
  • Analyse customer data and use customer relationship management (CRM) software to obtain insights into customer behaviour to develop creative solutions to grow loyalty and player acquisition.
  • Develop and manage new promotional and event driven campaigns to drive the ongoing development of the VIP and potential VIP program.
  • Monitor customer satisfaction, individual customer profiles and transactional data to develop deep insights into what drives each customer and the best way to maintain ongoing customer engagement.
  • Ensure compliance with all licensing regulations and maintain brand integrity.
  • Provide strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures.
  • Provide professional consultation and leadership to all VIP staff employed by Hard Rock Digital as a principal point of expertise on all matters relating to the sport VIP program.
What are we looking for?

For this role we need someone who has a deep understand of digital sports betting VIP customers, the 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 you will:
  • Possess at least 3+ years in a similar role (this could be account management or sports CRM manager)
  • Have excellent leadership experience
  • Be able to build extraordinary relationships quickly
  • Have the ability to work with central departments such as marketing, BI etc
  • Drive continuous improvement in marketing and communication
  • Live and breath all things digital sports betting and have extraordinary knowledge within this area
  • 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:
  • Hybrid working
  • Competitive pay and benefits
  • Flexible vacation allowance
  • Start-up culture backed by a secure, global brand
  • Opportunity to drive informed decision making for a best-in-class sports 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)