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Position Summary:
The Senior CRM Strategy Specialist is responsible for leading key CRM initiatives that drive customer retention, engagement, and lifetime value across digital gaming. This role serves as a subject-matter expert in CRM platforms, customer segmentation, and campaign performance analysis, delivering actionable insights and strategies that maximize ROI. This role partners closely with stakeholders across the business and supervises CRM Specialists.
Primary Duties and Responsibilities includes but are not limited to:
- Leads the design, execution, and optimization of CRM campaigns to drive customer retention, reactivation, and ARPU
- Translate business objectives into actionable segmentation, targeting, and personalization strategies
- Creates target selections and suppressions, configures marketing offers, establishes testing strategies (A/B, multivariate, control groups), and manages campaign automation schedules
- Analyzes customer lifecycle trends to inform acquisition, conversion, churn, and reactivation strategies
- Identifies key factors influencing customer behavior and makes data-driven recommendations to improve marketing effectiveness
- Partners cross-functionally with Marketing, Product, Compliance, and Customer Service to align CRM initiatives with business goals
- Provides subject-matter expertise in CRM best practices and mentors junior team members
- Communicates insights and recommendations to senior leadership in a clear, actionable format
- Ensures compliance with all regulatory requirements
Secondary Duties and Responsibilities:
- Works closely with Mohegan Compliance to ensure online policies and procedures are in alinement
- Support the development of test-and-learn frameworks for lifecycle programs
- Document all journey architectures, rules, and performance benchmarks for institutional knowledge and onboarding purposes
- Monitor competitive lifecycle practices across the iGaming landscape and adjacent industries to identify opportunities for program innovation
- Performs other duties, as assigned
Minimum Education and Qualifications:
- BA/BS in Mathematics, Statistics, Computer Science, Marketing Analytics, or related field, or equivalent experience may be considered in lieu of a degree
- 3+ years of experience in online Casino or Sportsbook CRM, marketing analytics, and/or campaign management
- Experience with CRM and marketing automation platforms
- Hands-on experience with Player Account Management systems, with a strong understanding of user lifecycle management, data integration, and platform operations
- Strong understanding of customer segmentation, personalization, and lifecycle marketing
- Demonstrated ability to deliver insights and recommendations that influence strategy and decision-making
- Strong analytical capability, able to interpret journey performance data, identify optimization opportunities, and translate insights into program changes
- Proficiency with project management tools
- Intermediate knowledge of Microsoft Office Suite products and applications
- Excellent written, verbal, and presentation skills with strong stakeholder management experience
- Strong organizational, prioritization, and multi-tasking skills
- Familiarity with predictive modeling or machine learning a plus
Competencies: Incumbent will master the following competencies while in this position:
- Strategic and analytical problem-solving skills
- Advanced campaign design and performance measurement
- Ability to mentor others and influence cross-functional teams
Training Requirements:
- Mohegan Corporate office and departmental policies and procedures
- Appropriate regulations that pertain to Mohegan Information Systems
Physical Demands and Work Environment:
- Fast-paced office work environment
- Must be able to sit in front of a computer screen for extended periods of time
- Must be able to work various shifts and flexible hours with occasional travel required
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Digital reserves the right to make changes to the above job description whenever necessary.
Work Shift:
Regular
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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.