Director, Customer Relationship Management

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Position Summary:

The Director of CRM is responsible for developing and executing a comprehensive CRM strategy that supports our business objectives and targets, with a focus on driving customer loyalty and maximizing customer lifetime value for the digital gaming for Mohegan. The successful candidate will play a significant role on the digital gaming marketing team to ensure campaigns are driving revenue in accordance with the yearly marketing plan.

Primary Duties and Responsibilities includes but not limited to:

• Lead Digital CRM team, charged with driving customer engagement and retention
• Develop and execute retention and CRM strategies across channels including email, push notifications, and in-app messaging to enhance customer loyalty
• Utilize data-driven insights to segment audiences, personalize communications, and deliver targeted offers for specific player segments
• Collaborate with other marketing, product, and analytics teams to identify opportunities for improving player experience and increasing customer lifetime value
• Oversee the development and optimization of loyalty programs, VIP schemes, and player reward initiatives to encourage ongoing engagement and foster long-term relationships
• In coordination with Vice President of Online Marketing, develop and manage budgets for CRM initiatives including third party integrations as well as promotional dollars
• Track key performance metrics—such as retention rates, churn, and lifetime value—and use insights to optimize campaigns and initiatives for maximum ROI
• Report Key Metrics monthly that includes insights and understandings to be shared with the digital team and the executive leadership
• Monitor industry trends, best practices, and new technologies in CRM and retention marketing and new technologies such as Gen AI to identify opportunities for innovation and improvement.
• Ensure compliance with relevant regulations, such as GDPR and other data privacy laws

Secondary Duties and Responsibilities:

• Work with retail properties to utilize a unified view of the player
• Work with digital department stakeholders including product, BI, compliance, and creative to ensure that the communications with each group are in line with the goals of the company
• Ensure all team members are up to date on all regulations in each jurisdiction and applying the regulations to each campaign
• Multi-tasks across multiple projects and marketing campaigns
• Creates outbound communications KPIs (i.e. what are we tracking to continuously improve the customer experience for our users)
• Provides a proforma and analysis of all CRM campaigns 

Minimum Education and Qualifications:

• Bachelor's degree in marketing, business, or a related field
• Five + years of experience in CRM, retention marketing, or a related role in the online Casino, iGaming and Online Sports Betting industry
• Three + years of Managing a CRM/Retention Team
• Proven track record of developing and executing successful CRM strategies that drive measurable improvements in customer retention, engagement, and lifetime value
• Strong analytical skills and proficiency in data analysis tools and techniques; experience with CRM platforms and marketing automation tools is a plus
• Creative thinker with a customer-centric mindset and a passion for delivering exceptional player experiences
• Hands on experience working with CRM platforms and analytic tools: Optimove, Tableau, Braze, XtremePush, Snowflake, and Pala.
• Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at all levels of the organization
• A strong negotiator, self-starter and detail-oriented team member

Competencies:  Incumbent will master the following competencies while in this position:

• Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws
• Excellent editing and proofreading skills
• Excellent organizational and multi-tasking skill and the ability to delegate tasks
• Thorough understanding of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment

Training Requirements:

• Ce