Manager - CRM Innovation

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, 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, 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? We are looking for a CRM Innovation Manager to join our CRM team and lead the discovery, evaluation, and implementation of next-generation customer engagement capabilities. This role sits at the intersection of CRM strategy, marketing technology, data science, experimentation, and AI. You will identify opportunities to improve personalization, retention, customer experience, and operational efficiency through new technologies, advanced analytics, and innovative CRM capabilities. Working closely with CRM, Product, Data Science, Engineering, and Analytics teams, you will rapidly validate ideas through experimentation and prototyping before helping scale successful initiatives across the business. This is an ideal role for someone who combines technical curiosity with a strong understanding of customer behavior and lifecycle marketing. Key Responsibilities: Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact Build and validate proof-of-concepts before committing engineering resources to full-scale development Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization What are we looking for? 5+ years of experience in CRM, Marketing Technology, Growth, Analytics, Product, or related innovation-focused roles Strong understanding of CRM strategy, customer lifecycle marketing, personalization, segmentation, and experimentation Hands-on experience with platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, or similar technologies Strong SQL skills and the ability to independently analyze data and evaluate business opportunities Experience working with A/B testing, experimentation frameworks, and data-driven decision making Familiarity with AI, predictive modeling, personalization, and other advanced customer engagement capabilities Understanding of APIs, customer data platforms, event tracking, and modern marketing technology ecosystems Strong communication skills with the ability to translate technical concepts into business value Curious, proactive, and comfortable operating in ambiguous environments where innovation and experimentation are encouraged Experience in gaming, sports betting, eCommerce, subscription businesses, or other high-volume consumer industries is a plus Experience with Python, automation tools, or data science workflows is a plus 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 A hybrid / remote working environment Startup culture backed by a secure, global 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).