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. 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. Requirements 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 similar