CRM Coordinator - Omni Channel

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?

Our CRM Coordinator – Omni Channel is an integral part of our Omni Channel Team reporting to the Senior CRM Manager – Omni Channel. You will be responsible for:

• Plan, coordinate, and execute omni-channel CRM campaigns across email, push, SMS, and in-app—driving customer conversion, retention, and reactivation

• Manage complex, multi-step campaign workflows end-to-end—from briefing and build through QA, scheduling, and post-send analysis

• Use SQL and data tools to pull audience segments, validate campaign targeting, and surface performance insights that inform ongoing optimization

• Review and validate all copy, creative assets, terms and conditions, bonus amounts, and targeting criteria to ensure accuracy and compliance prior to launch

• Manage direct mail campaigns from concept through delivery—coordinating print production schedules, vendor timelines, and postal deadlines to ensure on-time, accurate execution

• Act as a key liaison between CRM, creative, product, and commercial teams—keeping stakeholders aligned, projects on track, and communication clear

• Utilize CRM platforms (e.g., Braze, Optimove) to configure, test, and troubleshoot campaigns and bonus promotions, including end-to-end A/B testing setups

• Ensure all activity complies with relevant legal regulations, company guidelines, and CRM best practices across every channel and jurisdiction

Through your previous and gained experience you will actively contribute to the continuous improvement of Omni Channel Team processes, procedures and systems.

Required and preferred candidate skills and experience:

Successful candidates will be self-driven and a self-motivated team player capable of working efficiently in a high-volume real-time environment. The role is best suited for a candidate who thrives in a fast-paced, ever-changing environment with a passion for sports and gaming:

We are looking for someone who has:

• Have 2+ years of CRM or marketing operations experience in the online gaming or sportsbook industry; a Bachelor’s degree in Marketing, Business Administration, or a related field is a plus

• Be comfortable working with SQL and data tools—including Snowflake—to query audiences, validate segmentation, and extract actionable insights from campaign performance

• Demonstrate proficiency in CRM platforms (e.g., Braze, Optimove) and have a solid understanding of omni-channel marketing mechanics across email, push, SMS, and in-app

• Have hands-on experience with direct mail campaigns—understanding production workflows, print vendor coordination, and the unique lead times and deadlines that come with physical mail

• Be highly organized and process-driven, with the ability to manage multiple concurrent projects, deadlines, and stakeholders without dropping the ball

• Have experience with project management tools such as Monday.com, Wrike, or Asana to track deliverables, manage workflows, and keep cross-functional teams aligned

• Be a confident communicator—able to translate complex processes clearly for both technical and non-technical audiences, and build strong working relationships with internal and external teams

• Bring a proactive, go-getter attitude—spotting problems before they happen, taking ownership without being asked, and always looking for ways to do things better

• Have a deep understanding of customer behaviors and lifecycle stages, using data and intuition to build personalized, impactful CRM strategies across all channels

• Thrive in a fast-paced, ever-evolving environment—embracing change, staying curious, and bringing enthusiasm to the challenge of making every customer interaction count

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 

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).