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 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?

Reporting into the Director of Casino CRM, as a vital member of the casino marketing team, you'll help expand Hard Rock Digital's Casino business, across multiple jurisdictions. Working hand in hand with the casino platform, product, marketing, commercial, operations, data and regulatory teams you will combine your outstanding knowledge of the online casino customer and experience to play a leading role in driving forward the future growth and direction of the digital casino business.

Responsibilities for this role include:

• Lead the strategic development and optimization of Hard Rock Bet’s casino communication and promotional strategy, focusing on designated customer segments.
• Continuously monitor and analyze top-level commercial KPIs, crafting monthly plans with forecasted costs and ensuring precise delivery and cost control.
• Evolve the CRM program to incorporate multi-channel strategies based on deep customer insights, collaborating with the OMNI Channel team to cross-sell gaming products.
• Partner with central and local teams to develop customer engagement strategies and deliver a tailored promotional roadmap for key player cohorts.
• Establish KPI targets and measurement frameworks, manage player contact frequency across channels, and implement quality assurance processes to ensure compliance with brand and regulatory guidelines.

What are we looking for?

In this team we need people who have a deep understanding of online casino customers, the games, 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 in this team you will:

• Possess at least 5 years’ experience in a casino CRM role
• Have excellent reporting & analytical skills
• Be highly organised and structured, with the ability to work at an incredible pace, working across multiple tasks and teams
• Drive continuous improvement in processes and procedures to ensure the customer always receives a seamless, and where possible, frictionless experience
• A natural communicator to both internal and external teams, with strong stakeholder management and influencing skills
• Live and breathe all things casino and have a genuine passion and understanding what makes a great casino product and promotions portfolio
• Understand the online casino landscape and where new and existing opportunities might be
• Embrace new ideas and ways of thinking when it comes to casino product and promotions innovation
• 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:

• Competitive pay and benefits
• Flexible vacation allowance
• Flexible work from home or office hours
• Startup culture backed by a secure, global brand
• Opportunity to build products enjoyed by millions as part of a passionate team

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).