CRM Coordinator - Omni Channel

About the position Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. We are seeking a CRM Coordinator - Omni Channel who will be an integral part of our Omni Channel Team, reporting to the Senior CRM Manager – Omni Channel. This role is responsible for planning, coordinating, and executing omni-channel CRM campaigns across email, push, SMS, and in-app to drive customer conversion, retention, and reactivation. The position involves managing complex, multi-step campaign workflows from briefing and build through QA, scheduling, and post-send analysis. The role requires using SQL and data tools to pull audience segments, validate campaign targeting, and surface performance insights. A key responsibility is reviewing and validating all copy, creative assets, terms and conditions, bonus amounts, and targeting criteria for accuracy and compliance. Additionally, the CRM Coordinator will manage direct mail campaigns from concept through delivery, coordinating print production schedules, vendor timelines, and postal deadlines. This role acts as a liaison between CRM, creative, product, and commercial teams, ensuring stakeholders are aligned and communication is clear. The position also involves utilizing CRM platforms (e.g., Braze, Optimove) to configure, test, and troubleshoot campaigns and bonus promotions, including A/B testing setups. Ensuring compliance with legal regulations, company guidelines, and CRM best practices across all channels and jurisdictions is crucial. The role also contributes to the continuous improvement of Omni Channel Team processes, procedures, and systems.

Responsibilities

• 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
• Actively contribute to the continuous improvement of Omni Channel Team processes, procedures and systems.

Requirements

• 2+ years of CRM or marketing operations experience in the online gaming or sportsbook industry
• Comfortable working with SQL and data tools—including Snowflake—to query audiences, validate segmentation, and extract actionable insights from campaign performance
• Proficiency in CRM platforms (e.g., Braze, Optimove) and a solid understanding of omni-channel marketing mechanics across email, push, SMS, and in-app
• 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
• Highly organized and process-driven, with the ability to manage multiple concurrent projects, deadlines, and stakeholders without dropping the ball
• Experience with project management tools such as Monday.com, Wrike, or Asana to track deliverables, manage workflows, and keep cross-functional teams aligned
• 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
• Proactive, go-getter attitude—spotting problems before they happen, taking ownership without being asked, and always looking for ways to do things better
• 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

Nice-to-haves

• Bachelor’s degree in Marketing, Business Administration, or a related field

Benefits

• Competitive pay and benefits
• Flexible vacation allowance
• A hybrid / remote working environment
• Startup culture backed by a secure, global brand

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