CRM Operations Manager, iGaming, Remote

$79,900 - $107,800/Yr

Delaware North - Atlantic City, NJ

Full-time - Mid Level

Remote - Atlantic City, NJ

Performing Arts, Spectator Sports, and Related Industries

About the position

The CRM Operations Manager for Delaware North's iGaming division will oversee the planning and execution of promotions and communications for the iCasino and Sportsbook. This remote position involves leading a team of CRM coordinators and developing strategies to enhance customer engagement and retention through effective promotional mechanics and customer journeys.

Responsibilities

• Manage CRM operations and execution including communications scheduling, A/B testing, campaign building, and direct management of CRM team members.
• Collaborate with Analytics & Sr CRM Manager to set and achieve retention and engagement KPIs.
• Manage player lifecycle communications plans and execution across all channels, including push notifications, email, rich inbox, direct mail, and website.
• Optimize effectiveness of promotional messaging by establishing creative, copy, and offering A/B testing.
• Support the development of CRM strategies, customer journeys, and promotional calendars.
• Design, execute, and monitor performance of all customer lifecycle programs with guidance from the Senior National CRM Manager.
• Support the Sr CRM Manager in Loyalty program logistical management, including implementing new offerings and optimizing loyalty program messaging plans.
• Ensure promotional budgets are adhered to and provide recommendations on program and player level reinvestments.
• Lead operational planning of promotions, including construction of terms & conditions, proformas, and postformas.
• Define and maintain quality control processes to ensure data validity, integrity, confidentiality and offer accuracy for all campaigns.
• Partner with finance and analytics teams to analyze promotional performance, customer behaviors, and reinvestment levels.

Requirements

• Must be of legal gambling age.
• Able to obtain and maintain a state gaming license in operating jurisdictions.
• Minimum 4 years experience in a leadership role in iCasino or iSportsbook marketing.
• Minimum 4 years experience in email and mobile marketing.
• Minimum 4 years experience in managing online customer lifecycles.
• Extensive experience in managing online promotional campaigns end-to-end including creative, copyrighting, proformas, advertising plans, campaign building, and post-analysis.
• Entrepreneurial skills to independently identify and act on complex business challenges and opportunities.
• Ability to analyze, join, and interpret complex gaming data; extracting meaningful insights.
• Ability to collect, organize, and present departmental business performance metrics to executive level stakeholders.
• Ability to effectively communicate and work cross-functionally with multiple stakeholders; project managing across varied deadlines and priorities.
• Highly organized and able to adapt to evolving priorities.
• Knowledgeable of various casino games and rules.

Benefits

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts