Senior CRM Manager - Sports

Greater New York Area
Job Classification (FLSA):
About The Role

The Senior CRM Manager Sports will be responsible to drive customer engagement and retention through targeted Sports CRM retention campaigns and a topical, real-time engagement strategy with an emphasis on push notifications.

In this role, you will drive the strategic ideation, planning, segmentation and flawless execution of CRM promotions and communication through a highly segmented customer engagement approach matching the Sport event plan and ensuring each key event is amplified through promotions and communication. This role will play a highly impactful part in driving engagement and ultimately customer growth.

Reporting to the Director of CRM and partnering closely with our Sports trading, CRM Lifecycle Manager, Sports Promotion Manager, Creative team, Product/Technology, and BI, you will be responsible for working collaboratively and cross-functionally in understanding the behavior of Sports betting consumers and creating targeted campaigns to engage and retain them and report back on performance.

This role will outline and own the implementation of a scalable Sports push notification strategy using inhouse technology and build a team that can accommodate execution of an “always on” approach that will ensure coverage 7 days a week.

Primary Responsibilities:

  • Develop, plan and implement localized and segmented event driven CRM campaigns, promotions and communication through all available CRM channels.
  • Maximizing CRM budget and delivering positive ROI across the strategy.
  • Ensure that promotions are consistent, attractive, cost effective, relevant and aligned with other areas of the business at all times. Monitor and report on campaign results and performance.
  • Ensure compliance with local regulations and legislation so that all risks within areas of responsibility are identified and managed effectively.
  • Work with the VIP Team to define the contact strategies for VIP segments needed to deliver increased revenue from VIP and high value customers.
  • Work closely with other functions within the CRM team to deliver a high-volume sports calendar of communications to multiple customer segments through multiple channels – ensure everything is delivered on time.
  • Build ever more refined customer segmentations to drive activation, retention and growth.
  • Work with the Data team, as well as work independently, to analyze and interpret campaign response, customer behaviors, and segment performance to optimize retention.
  • Work with Director of CRM to craft a communications calendar leveraging content, offers and personalization to drive a steady flow of engaged customers.
  • Educate our customer base about our Sports product, and their benefits through customer newsletters, event-focused content and more.
  • Align with Head of VIP Sportsbook to ensure high value players are rewarded
  • Build out an “always on” team focusing on a segmented and localized push notification strategy around all relevant sports events 7 days a week.
  • Collaborate with Sport proposition teams to maintain consistent and holistic customer experience while increasing engagement and reactivation.
  • Take ownership of all KPIs for your campaigns and segments, and communicate results and recommendations to leadership team.

Experience and Qualifications

  • Ideally degree educated with a minimum of a Bachelor’s in Marketing.
  • Solid comprehension of the sports betting industry and sports betting in general.
  • Hands-on experience with at least one ESP and have created campaigns and automated/triggered programs with technical capabilities of the platform.
  • Exceptional knowledge on push notification strategies and previous experience with different push notification tools.
  • Strong quantitative analytical ability and aptitude with a passion for data. Have managed A/B testing roadmap and have a strong understanding of test setups and analyses.
  • Strong project management, organization, prioritization, and communication skills with an attention to detail and the proven ability to build relationships and coordinate multiple projects across various teams
  • Efficient and agile in concepting, piloting, and scaling new initiatives and ideas in a fast-changing environment
  • Technical understanding and expertise to support opportunity assessment and manage troubleshooting
  • Proficiency with HTML, SQL, Microsoft Excel, Google suites, and project management tools like Asana.
  • Self-motivated and energetic individual with a high level of initiative who thrives in a fast-paced environment, is comfortable with ambiguity, and has a passion for continuous improvement
  • Strong passion for sport
  • People management experience
Additional Information

We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact

We are also committed to protecting the privacy for all candidates, including the protection of any personal information provided to us.  Please review our  privacy policy  for more information about our commitment to data protection.

About The Company

Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.

We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline

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