CRM Lifecycle Manager - Hard Rock Games

Hard Rock Digital; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

Join Hard Rock Digital as a CRM Lifecycle Manager in Toronto, where you'll spearhead player engagement strategies through automated and data-driven campaigns. This is a fantastic opportunity to leverage your expertise in retention marketing to deliver impactful user experiences while collaborating with cross-functional teams in an energetic startup environment. Enjoy a flexible work culture supported by a global brand.

Benefits

Flexible work from home or office hours

Competitive pay and benefits

Startup culture with global brand support

Qualifications

• 3-5+ years in CRM, lifecycle, or retention marketing.
• Proven experience in designing customer journeys.
• Technical proficiency in major CRM platforms.

Responsibilities

• Own and evolve CRM strategy for player engagement.
• Lead email content strategy and automate journeys.
• Analyze data to optimize campaigns and retention.

Skills

Data analysis

Customer engagement

Lifecycle marketing

Education

Degree in Marketing or related field

Tools

Braze

Airship

GetResponse

Job description

We’re on a mission to deliver world-class digital entertainment experiences for millions of players across casino, sports, and social gaming platforms. Every player journey matters to us — and every interaction is an opportunity to delight. We're building a CRM team that’s obsessed with lifecycle marketing, retention, and data-led decision-making. If you're passionate about designing player journeys that drive real engagement, this is your chance to join a high-impact team reshaping how we welcome, nurture, and retain players across all stages of their lifecycle.

We’re combining the energy of a startup with the backing of an iconic global gaming brand. That means freedom to build with purpose and speed, supported by trust, vision, and experience. Sound like your game?

What’s the position?

We are seeking a CRM Lifecycle Manager to own and optimize player engagement and customer throughout the full lifecycle — from onboarding to loyalty, churn prevention to reactivation. In this role, you’ll take charge of building automated, data-driven, multi-channel CRM journeys that drive long-term retention and value.

You’ll lead email content strategy, optimize our campaign frameworks, and work with tech and analytics teams to continuously improve lifecycle performance. This is a critical role for a data-obsessed CRM expert who knows how to get the right message to the right player, at the right time with measurement at the heart of decision making.

Key Responsibilities

Lifecycle Ownership

Own and evolve CRM strategy across all lifecycle stages: onboarding, nurture, retention, reactivation.

Design, launch, and refine automated journeys and campaign logic that guide players through personalized experiences.

Deliver world-class onboarding and welcome flows that increase activation and first-time conversion rates.

Drive engagement and long-term value through our loyalty programs, promotions, VIP experiences, and reactivation campaigns tailored to player segments.

Content & Execution

Lead the end-to-end email content strategy, from planning and segmentation to execution and testing.

Collaborate with design, product, and monetization teams to ensure communications are brand-consistent, engaging and drive the desired action or response.

Own template frameworks and optimization for mobile-first, responsive performance.

Live and breathe our products to truly understand our players and the games and features they love to hear about.

Data-Driven Optimization

Leverage behavioral data and segmentation to build highly targeted campaigns across email, push, and in-app channels.

Conduct A/B and multivariate testing to optimize subject lines, creatives, send time, and frequency.

Monitor and improve KPIs including retention, purchase rates, LTV, churn rate, deliverability, and open/click-through rates.

Platform & Technical Execution

Manage campaigns using Braze, Airship, GetResponse, or equivalent platforms with a deep understanding of each tool’s capabilities.

Continuously improve our platform integrations ensuring we maximize usage through data ingestion and reporting.

Ensure domain health, list hygiene, and compliance with email best practices.

Build and maintain documentation for lifecycle programs and CRM logic.

Cross-Functional Collaboration

Partner with Product, Data, Creative, and Player Support teams to align CRM strategy with product and player experience.

Enthusiastically and proactively communicate performance insights and learnings to the broader team and leadership.

Ensure compliance with applicable iGaming and Gaming regulations for all communications.

Job requirements

What We Are Looking For?

Must-have:

3–5+ years in CRM, lifecycle, or retention marketing, ideally in D2C gaming, betting, or digital entertainment.

Proven experience designing and optimizing player/customer journeys that drive measurable retention and revenue lift.

Technical proficiency in Braze, Airship, GetResponse, or similar platforms — with the ability to build and troubleshoot complex campaign logic.

Deep understanding of email deliverability, template optimization, and campaign best practices.

Strong analytical skills and fluency in lifecycle metrics; comfortable digging into data and dashboards to drive strategy.

Track record of iterative A/B testing, experimentation, and continuous optimization.

Preferred Qualities

Passion for player behavior, gamification, and engagement loops.

Familiarity with Appsflyer or equivalent Mobile Measurement Platforms (MMPs) for attribution and player insights.

Basic HTML/CSS for troubleshooting templates.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

Competitive pay and benefits

Flexible work from home or office hours

Startup culture backed by a secure, global brand

Opportunity help shape the future strategy of the Casino Product

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)

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