Lifecycle CRM Manager

2 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?

As Lifecycle CRM Analyst you will support the Promotions and CRM team focusing on maximizing our customer lifecycle promotions and communications. As a direct member of the Promotions and CRM team you will partner with broader marketing analytics function and the distributed, broader business intelligence analytics teams at Hard Rock Digital to provide performance insights that will maximize acquisition, retention, revenue, and profitability of our lifecycle marketing campaigns.


As our Lifecycle CRM Analyst, you will:

  • Develop deep understanding of our business, KPIs, and marketing technology to develop predictive analytics that will identify new promotional opportunities and cohorts for acquisition, retention, and maximize lifetime value.
  • Assist in automating daily, weekly, and monthly reporting for campaign execution teams and executive leadership with specific customer cohort analysis to support ongoing marketing acquisition and retention campaigns across lifecycle marketing.
  • Analyse our promotional spend and build predictive models to measure the impact and lift in business performance of individual and aggregate promotional offers.
  • Provide analysis of key metrics to generate insights and identify recommendations for executions team to optimize performance of lifecycle marketing campaigns.
  • In-depth analysis on the customer loyalty and VIP offers to drive the optimization of the highest value customer segments.
  • Support CRM and Promotions execution teams in experimental design and setup of cohort for campaign execution across our tools and systems.


What are we looking for?

The ideal candidate will have:

  • 3+ years of social casino or online real money gaming experience supporting CRM and Promotions.
  • Proficient in presenting complex analysis for business stakeholders in analytical tools (e.g. Amplitude, Tableau, Power BI).
  • Possess strong SQL and Excel Excel and competent SQL skills. Amplitude, Tableau and PowerBI experience a bonus. Demonstrated interest in or Experience with or in Python, R or other analytical programming languages.
  • Demonstrated experience with designing and conducting A/B testing to evaluate the effectiveness of marketing campaigns, communication strategies, and customer engagement initiatives.
  • Create compelling visualizations and narrative to communicate your findings.
  • Experience measuring lifecycle marketing campaigns with an emphasis on LTV in social casino category.
  • Understanding of finance budgeting and planning processes.
  • Motivated and intellectually curious individual who is ready to dig into data, pay high attention to detail, and develop solutions to problems.
  • Comfortable managing senior stakeholder expectations and pushing back on requests which lack a clear thought process and business reasoning.
  • Exceptional data wrangling skills dealing with complex disparate datasets with ability to combine and automate the analytics workflow a strong plus.
  • Familiarity with version control systems like GitHub would be beneficial.


What’s in it for you?

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

  • Hybrid working
  • Competitive pay and benefits
  • Flexible vacation allowance
  • Start-up culture backed by a secure, global brand
  • Opportunity to drive informed decision making for a best-in-class 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-opportunities employer)

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