Hard Rock International

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Head of CRM (iGaming Customer Relationship Marketing)

Head of CRM (iGaming Customer Relationship Marketing)

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  • Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
  • Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
  • Analyzing data looking for trends and deviations in activity. Create and implement strategies to ensure issues are minimalized and opportunities maximized.
  • Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
  • Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
  • Overseeing direct communications with customers through the CRM.
  • Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
  • Ensuring the database is segmented effectively for targeted marketing activities.
  • Overseeing the migration of all direct communications to lower cost mediums such as SMS and email.
  • Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
  • Managing the CRM team.
  • Other duties as assigned.



  • Minimum 5 years’ experience of working in a marketing environment with at least two focused on CRM (or has a desire to move into a pure CRM capacity).
  • Highly analytical, with excellent report writing skills.
  • Ability to adjust priorities and manage time appropriately and wisely in a fast-paced environment
  • Extensive experience of direct and digital marketing ideally in a similar industry.
  • Strong background in customer re-engagement and retention strategies.
  • A Confident and articulate communicator capable of inspiring strong collaboration in an organization.
  • Must currently hold or be able to obtain a NJ Casino Employee Registration license through the NJ Division of Gaming Enforcement.