The Opportunity

Gamewise, Delaware North’s interactive gaming division, is hiring a CRM Operations Manager as a key role to guide the successful planning and execution of promotions & communications for our iCasino and Sportsbook. You’ll lead the CRM coordinator team and be instrumental in developing promotional mechanics, reinvestment strategies, and customer journeys.

Pay

Minimum – Anticipated Maximum Base Salary: $79900 - $107800 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer .

Benefits

At Delaware North, we care about our team members' personal and professional journeys. These are just some of the benefits we offer:

• 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

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.

• With guidance from Sr CRM Manager, manage player lifecycle communications plans and execution across all channels; including but not limited to 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.

• With guidance from the Senior National CRM Manager, design, execute, and monitor performance of all customer lifecycle programs.

• Support the Sr CRM Manager in Loyalty program logistical management: implement new offerings, support store economical plans, monitor redemptions, and optimize broader loyalty program creative and messaging plans to maximize player brand loyalty.

• Ensure promotional budgets are adhered to; actively monitor and provide recommendations on program and player level reinvestments to achieve business goals.

• Lead operational planning of promotions; including construction of terms & conditions, proformas, and postformas. Highlight actionable insights to leadership and implement learnings.

• 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. Regularly share and action on insights with relevant stakeholders

Qualifications

• 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 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; can independently and proactively identify and act on complex business challenges and opportunities to improve revenues.

• Ability to analyze, join, and interpret complex gaming data; extracting meaningful insights.

• Ability to collect, organize, 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 evolving priorities.

• Knowledgeable of various casino games and rules.

#LIREMOTE

Shift Details

Day shift

Holidays

Evenings as needed

Weekends

Who We Are

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.