Senior Director, CRM Operations & Player Communication

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

Location: Jersey City, NJ

About the Role

We’re looking for a bold, strategic leader to serve as our Senior Director, CRM Operations & Player Communications. In this highly visible role, you’ll own the player lifecycle communications, optimization, and operations marketing strategy across CRM, loyalty, lifecycle, and omnichannel engagement for all brands (BetMGM, Borgata Online, PartyCasino, Wheels of Fortune) and all product verticals. 

You’ll lead a global team, manage player lifecycle communications, rewards & loyalty and oversee the commercial direction of our marketing technology roadmap—all while connecting digital players with an exceptional real-world experiences at MGM Resorts. 

What You’ll Own: 

• Loyalty Program Ownership: Own strategy and evolution of BetMGM’s loyalty program; integrate benefits with MGM Rewards to boost retention and player value. 

• Omnichannel Activation: Develop strategies that convert MGM Resorts guests into BetMGM players, and drive digital customers to on-property MGM experiences. 

• Lifecycle Marketing: Deploy behavior-based triggers and cross-channel journeys to acquire, onboard, retain, and re-engage customers. 

• MarTech Roadmap & CRM Transformation: Own the transformation, commercial strategy and ROI of the marketing tech stack; drive integration and vendor performance in close collaboration with tech and product stakeholders both at BetMGM but also across the parent company departments. 

• Team Leadership: Manage a team across the U.S., and Canada. In addition, collaborate with teams in India.

• Cross-Functional Collaboration: Work across Marketing, Product, Tech, Brand, Analytics, Compliance, and MGM Resorts teams to bring campaigns to life. 

What You’ll Do: 

Loyalty Program Strategy & Management 

• Own the end-to-end strategy, roadmap, and execution of BetMGM’s loyalty program. 

• Develop and launch compelling offers, benefits, and tier-based structures that drive retention and long-term player value. 

• Partner with the MGM Rewards team to ensure seamless cross-platform benefits, shared data, and unified customer experiences. 

• Analyze loyalty performance, identify opportunities to improve member engagement, and evolve the program to drive greater impact. 

Omnichannel Engagement 

• Activates new BetMGM customers from MGM Resorts' database, converting resort guests into digital players through personalized outreach and offers.

• Drives digital customers to on-property engagement, incentivizing in-person visits, event participation and cross-brand experiences.

• Collaborate closely with MGM Resorts marketing, partnerships, and CRM teams to align messaging, offers, and lifecycle communications. 

• Champion joint campaigns that amplify value for both BetMGM and MGM Resorts, increasing brand loyalty and customer stickiness. 

Lifecycle Marketing & Triggered Journeys 

• Lead lifecycle strategy across acquisition, onboarding, engagement, churn prevention, and reactivation. 

• Build robust triggered marketing programs that respond to player behavior and betting patterns in real time. 

• Partner with MarTech and Data Science to deploy AI-driven personalization and predictive modeling to improve relevance and outcomes. 

MarTech Roadmap & Commercial Ownership 

• Own the commercial strategy and performance of BetMGM’s marketing technology stack—maximizing ROI from platforms such as Optimove and others. 

• Defi