CRM Manager

3 weeks ago

Toronto ON, Canada Hard Rock Digital Full time

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, 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 into the Director of Marketing, as a vital member of the social casino marketing team, you’ll help expand Hard Rock Digital’s social 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 social casino customer and experience to play a leading role in driving forward the future growth and direction of the social casino business.Responsibilities for this role include:Delivery of a comprehensive and effective CRM program, developing multi-channel strategiesWork with both central and local teams to create customer engagement strategies that drive the growth and profitabilityDeliver a compelling and effective promotional roadmap, tailored to provide each of the key player cohorts with relevant offersContinue to optimize the full customer lifecycle management program, from early life / onboarding, through to yield management, churn prevention and reactivationEstablish KPI targets and measurement frameworks to ensure all campaigns are designed with a specific target objective and desired outcomeDefine approaches to manage frequency of player contact across multiple channels, while ensuring maximum audience reach and engagementEnsure that all campaign activity is within budget and delivers demonstrable RPO / drives core KPIsImplement and maintain a comprehensive but efficient quality assurance process to ensure campaigns are aligned with brand guidelines, as we as regulatory guidelines and legislationWhat 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 a casino or social casino CRM roleHave excellent reporting & analytical skillsBe highly organised and structured, with the ability to work at an incredible pace, working across multiple tasks and teamsDrive continuous improvement in processes and procedures to ensure the customer always receives a seamless, and where possible, frictionless experienceA natural communicator to both internal and external teams, with strong stakeholder management and influencing skillsLive and breathe all things social casino and have a genuine passion and understanding what makes a great social casino product and promotions portfolioUnderstand the online social casino landscape and where new and existing opportunities might beEmbrace new ideas and ways of thinking when it comes to social casino products and promotions innovationEnjoy working in an ever-changing landscape, where no day is the sameWhat’s in it for you?We offer our employees more than just competitive compensation. Our team benefits include:Competitive pay and benefitsFlexible vacation allowanceRemote workingStartup culture backed by a secure, global brandOpportunity to drive informed decision making for a best-in-class social casino brandRoster of uniquesWe 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).

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