Real-Time CRM Manager

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

Reporting directly to the Head of Sports CRM, you will be leading a team responsible for the scheduling and execution of the daily sports betting experience across BetMGM and Borgata. Our commitment is to drive audience engagement by ensuring communications are relevant to each individual customer.

Your challenge will be to take our trading product - markets and odds - and directly sell them to our active audience by directing and using a variety of segmentation tools and messaging mechanisms bringing alive the ‘fun’ of the BetMGM and Borgata brands. You’ll be driving customer engagement through the display and delivery of our betting opportunities to the audience at the times they are most likely to want to take advantage of them– as the action unfolds, in real-time!

With a passion for sports betting, your role will be to ensure that our headline proposition and customer experience is relevant, accessible, engaging and industry leading at all times. Having the ability to respond to changes in real time and adapt your plans as appropriate will be a key part of the role.

Your shift pattern will ensure that you retain responsibility for the planning of the betting narrative that will support tomorrow’s busiest betting windows, identifying key ‘trigger points’ that are likely to drive grandstand action. On the day itself, you’ll be responsible for managing the team set to deliver that customer experience in real time, pre, during and between the key events of the day.

Key Responsibilities

  • Operating as the leader of a team (crew) in operation within an allocated brand, you will provide leadership and direction to your team of real-time CRM Executives creating and embedding a culture where continuous improvement is embraced & under-performance effectively managed/resolved.
  • You will assist with the creation and ownership of daily dynamic sports CRM schedules for execution and influence optimal delivery of campaigns sent via available channels in relation to the calendar of sporting events, betting opportunities & promotions.
  • Your schedule will include the pre-planning of likely messaging opportunities during the daily sports schedule including the identification of those markets and selections likely to draw high volumes of pre match betting volumes within daily sportsbook events.
  • Focusing on in-play sporting events, you will be skilled in identifying the most popular and engaging betting opportunities and ensuring they are positioned prominently within campaign messaging. You will be an expert in dynamically deciding on audience segmentation facilitated by internal tools and delivering engaging, relevant messages to our customers.
  • An expert in our business mix, you will understand the business levels associated with products within our Sportsbook offering and understand at what times of the day these business levels become most prominent. It is at these times, your schedules will facilitate messaging to customers across various sports.
  • Combining the use of a real-time campaign performance dashboard you will be assessing the real-time performance of your crew’s individual campaigns. This will include the monitoring and reporting of impressions, click through rates, and conversion statistics associated with real-time messaging across all available channels. This will help you be responsible for tracking real time business volumes (actives, turnover, spend per head) vs Plan and driving additional Grandstand activity to meet those targets.
  • Support televised advertising efforts with the provision of dynamic and real time customer messaging around strategical spots. This will involve liaising with the Trading, Content & Marketing teams to receive and relay the most relevant and attractive product offerings.
  • You and your crew will be responsible for the dynamic fulfilment of nominated free bets awarded to customers deriving from different areas of our promotions schedule. You will ensure fulfilment is timely, use established QA processes to ensure accuracy and facilitate the subsequent communication of all bonuses to applicable customers across various channels.
  • Responsibility for the communication of bonus fulfilment to internal business stakeholders & functions communicating accurate representation of bonus costs and qualifying customers to ensure best CS practices.
  • Supervise the best practices in grammar, messaging and writing style via an internal monitoring service that meticulously manages the accuracy of all campaign messaging from a customer perspective. Utilize the sports schedule and analytical insight to anticipate customer behavior and journeys, then focus quality assurance efforts around these areas to ensure the user have the best possible experience.
  • Possessing creative skills, you will be responsible for requesting and choosing images for use in push notifications relating to sports events ensuring images are fully compliant with all regulations and legislation.
  • Assigned ownership of key sportsbook products/events and in turn delegating these areas to your crew, you will be conducting periodic competitive audits including compilation of an extensive gap and competitor analysis, utilizing the output to drive improvements and development on the real-time CRM front.
  • Nurture good communication and relations with IT services to ensure that they understand the escalation points for all real-time CRM relevant issues, both internally and externally, and the commercial impact these have on the business at large. Includes escalation to internal team stakeholders to ensure maximum visibility.

Specialist Skills and Experience Required

  • An interest in sports marketing and extensive subject matter expertise in sportsbook products is essential
  • Experience in the use of marketing solutions would be preferable, but more important is a marketing & publishing mind-set with the most important aspect the ability to think “customer first”
  • Proven editorial skills with an outstanding command of the English language.
  • A collaborative team player with the ability to lead and inspire a team of CRM personnel to achieve the company’s stated goals.
  • You will feel comfortable in all things data and possess strong analytical skills and problem-solving capability
  • Possessing excellent organizational and time management skills, you will be comfortable working in a fast-paced environment, making decisions quickly and according to agreed guidelines
  • The ability to work under pressure is key – both individually and as a leader of a team
  • Ability to learn quickly, take on new instructions and guidelines and apply those to your daily work will be essential
  • Your role will demand flexibility in your approach to working hours with extensive evening and weekend work required
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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