Hard Rock Digital
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, 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?
As the Director of Sports CRM Operations, you will lead a high-performing team responsible for optimizing communication strategies and player engagement within Hard Rock Bet's Sports division. Reporting directly to the Senior Director of CRM Operations and Analytics, this role focuses on enhancing the way we engage with sports bettors and ensuring our communications are impactful and KPI-driven.
You will lead a team of 7–8 CRM professionals and collaborate closely with multiple departments, including Proposition, Testing, and Loyalty teams, to elevate sports CRM operations. This position requires a forward-thinking leader capable of optimizing existing strategies while driving automation and innovation to enhance sports player engagement.
Key Responsibilities:
Team Leadership & Development:
Lead and develop a team of 7–8 CRM professionals, ensuring high performance and supporting the team’s growth.
Provide guidance to two Senior Managers: one managing active sports bettor lifecycle and another focusing on reactivation and conversion efforts.
Collaborate with cross-functional teams such as Proposition, Testing, and Loyalty to ensure alignment and smooth execution of CRM strategies.
Player Communication Strategy & Optimization: Develop and execute strategies for personalized player communication across all channels (email, SMS, push notifications, in-app messaging, etc.).
Drive engagement through tailored messaging and communication strategies based on key sports events and player behavior.
Continuously monitor and optimize campaign performance by focusing on metrics like open rates, click-through rates, and conversion rates to enhance player interaction.
KPI-Driven Campaign Management: Implement and monitor data-driven campaigns aimed at increasing sports bettor engagement, retention, and reactivation.
Use insights from testing and analytics to refine CRM strategies, ensuring they align with business goals and performance KPIs.
Collaborate with testing teams to design and execute A/B tests and ensure strategies are optimized for maximum impact.
Cross-Department Collaboration: Partner closely with the Proposition team to ensure CRM communications align with promotional offerings and sports betting events.
Work alongside the Testing team to implement and monitor successful A/B tests, customer journeys, and automated workflows.
Align with the Loyalty team to strengthen loyalty programs and ensure integration within sports CRM campaigns.
Automation & Process Optimization: Drive automation of communication workflows to improve efficiency while ensuring personalized and relevant messaging for sports bettors.
Continuously evaluate and improve CRM processes to align with industry best practices, ensuring smooth execution of campaigns.
Reporting & Performance Tracking: Prepare regular reports for senior leadership on campaign performance, engagement metrics, and overall sports CRM operations.
Use data insights to assess the success of campaigns and adjust strategies to achieve better engagement and conversion rates.
In order to make an application, simply read through the following job description and make sure to attach relevant documents. What are we looking for? 5+ years of experience in CRM or Marketing Operations, with a strong focus on sports betting or iGaming.
Proven experience in leading a CRM team, including coaching, performance management, and team development.
Expertise in developing and optimizing CRM communication strategies across various channels (email, SMS, push, in-app).
Strong understanding of sports betting customer lifecycle management and marketing automation tools (e.g., Braze, Salesforce Marketing Cloud, Optimove).
Ability to analyze campaign data and performance metrics to drive strategic decisions and improvements.
Familiarity with regulatory standards in the sports betting industry (e.g., GDPR, RG requirements) is a plus.
A results-oriented mindset, with a strong focus on KPIs, engagement, and conversion optimization.
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
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).
#J-18808-Ljbffr
Provide guidance to two Senior Managers: one managing active sports bettor lifecycle and another focusing on reactivation and conversion efforts.
Collaborate with cross-functional teams such as Proposition, Testing, and Loyalty to ensure alignment and smooth execution of CRM strategies.
Player Communication Strategy & Optimization: Develop and execute strategies for personalized player communication across all channels (email, SMS, push notifications, in-app messaging, etc.).
Drive engagement through tailored messaging and communication strategies based on key sports events and player behavior.
Continuously monitor and optimize campaign performance by focusing on metrics like open rates, click-through rates, and conversion rates to enhance player interaction.
KPI-Driven Campaign Management: Implement and monitor data-driven campaigns aimed at increasing sports bettor engagement, retention, and reactivation.
Use insights from testing and analytics to refine CRM strategies, ensuring they align with business goals and performance KPIs.
Collaborate with testing teams to design and execute A/B tests and ensure strategies are optimized for maximum impact.
Cross-Department Collaboration: Partner closely with the Proposition team to ensure CRM communications align with promotional offerings and sports betting events.
Work alongside the Testing team to implement and monitor successful A/B tests, customer journeys, and automated workflows.
Align with the Loyalty team to strengthen loyalty programs and ensure integration within sports CRM campaigns.
Automation & Process Optimization: Drive automation of communication workflows to improve efficiency while ensuring personalized and relevant messaging for sports bettors.
Continuously evaluate and improve CRM processes to align with industry best practices, ensuring smooth execution of campaigns.
Reporting & Performance Tracking: Prepare regular reports for senior leadership on campaign performance, engagement metrics, and overall sports CRM operations.
Use data insights to assess the success of campaigns and adjust strategies to achieve better engagement and conversion rates.
In order to make an application, simply read through the following job description and make sure to attach relevant documents. What are we looking for? 5+ years of experience in CRM or Marketing Operations, with a strong focus on sports betting or iGaming.
Proven experience in leading a CRM team, including coaching, performance management, and team development.
Expertise in developing and optimizing CRM communication strategies across various channels (email, SMS, push, in-app).
Strong understanding of sports betting customer lifecycle management and marketing automation tools (e.g., Braze, Salesforce Marketing Cloud, Optimove).
Ability to analyze campaign data and performance metrics to drive strategic decisions and improvements.
Familiarity with regulatory standards in the sports betting industry (e.g., GDPR, RG requirements) is a plus.
A results-oriented mindset, with a strong focus on KPIs, engagement, and conversion optimization.
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
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).
#J-18808-Ljbffr