VIP CRM & Loyalty Manager

What are we building?

Hard Rock Digital (HRD) is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We are 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 are 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 are taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

The VIP CRM & Loyalty Manager will be responsible for managing and enhancing the VIP customer experience, ensuring retention and loyalty within the VIP team of Hard Rock Digital. This role demands strategic thinking, exceptional organizational skills, and the ability to collaborate cross-functionally to achieve ambitious goals.

Key Responsibilities

• CRM Leadership: Develop and execute CRM strategies, focusing on personalized campaigns, customer segmentation, and lifecycle management to enhance VIP engagement and retention.
• Loyalty Program Management: Design and manage a robust loyalty program, including exclusive rewards, promotions, and unique experiences tailored for high-value customers.
• Data-Driven Insights: Leverage customer data to optimize campaigns and loyalty initiatives, monitor KPIs, and report on performance to key stakeholders.
• Cross-Functional Collaboration: Partner with marketing, product, analytics, and customer service teams to ensure cohesive execution of CRM and loyalty strategies.
• Customer Experience: Prioritize a customer-centric approach, delivering exceptional service and proactive solutions for VIP customers.
• Resource & Budget Management: Efficiently allocate resources and oversee budgets to maximize ROI across CRM and loyalty efforts.
  
  

What are we looking for?

• 3-5 years experience with CRM or loyalty within Marketing preferably in online gaming or tech space
• Advanced proficiency with Microsoft Office Suite and CRM tools (Braze.com, Monday.com, Jira, Confluence)
• Proven ability to work well under pressure and thrive in an environment with changing demands
• Excellent verbal and written communication skills to provide clear and succinct information to internal and external partners.
  
  

What is in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Start-up 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).