CRM Manager

4 weeks ago

Toronto, 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 strategies
  • Work with both central and local teams to create customer engagement strategies that drive the growth and profitability
  • Deliver a compelling and effective promotional roadmap, tailored to provide each of the key player cohorts with relevant offers
  • Continue to optimize the full customer lifecycle management program, from early life / onboarding, through to yield management, churn prevention and reactivation
  • Establish KPI targets and measurement frameworks to ensure all campaigns are designed with a specific target objective and desired outcome
  • Define approaches to manage frequency of player contact across multiple channels, while ensuring maximum audience reach and engagement
  • Ensure that all campaign activity is within budget and delivers demonstrable RPO / drives core KPIs
  • Implement and maintain a comprehensive but efficient quality assurance process to ensure campaigns are aligned with brand guidelines, as we as regulatory guidelines and legislation


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 a casino or social 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 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).

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