Job Description

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, 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?


Reporting to the Director of Monetization, the CRM Manager will be responsible for designing and executing multi-channel campaigns, including email, push notifications, and SMS, to drive player growth, engagement, and retention. This role requires strategic thinking to develop onboarding, engagement, and win-back campaigns tailored to different player segments.

Key Responsibilities:

• Develop and execute a comprehensive CRM strategy to maximize player engagement, retention, and lifetime value.
• Design and optimize multi-channel campaigns, including email, push notifications, SMS and in-app messaging, ensuring personalized and data-driven player experiences.
• Partner with marketing and monetization teams to define customer engagement strategies that drive growth, monetization, and long-term loyalty.
• Continuously optimize the customer lifecycle journey, from onboarding and early engagement to churn prevention and reactivation.
• Define and track KPIs, establishing robust measurement frameworks to assess campaign performance and continuously refine strategies.
• Collaborate with creative team to test different iterations of messaging, layouts, and visual assets to enhance campaign performance.
• Lead player segmentation initiatives to optimize targeting strategies and increase the addressable audience, ensuring maximum campaign impact
• Work alongside vendors and technology partners to improve performance metrics, enhance campaign automation, and ensure seamless execution.
• Maintain a structured quality assurance process to ensure all campaigns meet brand guidelines, compliance standards, and regulatory requirements.
• Collaborate closely with the teams to test and refine messaging, assets, define KPIs, and measure campaign effectiveness.
• Leverage A/B testing, behavioral insights, and predictive analytics to refine CRM tactics and maximize campaign effectiveness.
• Stay updated on industry trends, emerging technologies, and CRM best practices to continually enhance the CRM strategy.

What are we looking for?


In this team we need people who have a deep understanding of social 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 3+ years' experience in iGaming CRM role
• Strong content writing skills.
• Have excellent reporting & analytical skills
• Experience with and adaptability to various CRM tools
• 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 social casino and have a genuine passion and understanding what makes a great social casino product and promotions portfolio
• Understand the online social casino landscape and where new and existing opportunities might be
• Embrace new ideas and ways of thinking when it comes to social casino products 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
• Remote working
• Startup culture backed by a secure, global brand
• Opportunity to drive informed decision making for a best-in-class social casino 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 opportunity employer).