Manager iGaming CRM Lifecycle Execution

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

Life Insurance

Disability Insurance

401(k) Matching

PTO and Holidays

Job summary

Caesars Digital in Las Vegas is seeking a Manager of iGaming CRM Lifecycle Execution to design and drive end-to-end player lifecycle strategies across Caesars iGaming brands. You will own lifecycle performance, deploy campaigns, and lead data-driven optimization across channels to grow retention and revenue.

The role requires 5+ years in CRM/retention, hands-on problem solving, and strong stakeholder management, with experience using Optimove.

Qualifications

• End-to-end CRM management and/or product management background.
• 5+ years of experience in a CRM/Player retention management role.
• Previous player retention budget management (P&L, bonus spend management, promotions management, KPI management & reporting).
• Hands-on approach to problem solving.
• Previous team management of employees in a CRM function.
• Experience using Optimove (native channels and key features such as priorities, exclusions, and the Stream Builder preferred).
• Establish and maintain effective relationships and partnerships with key stakeholders demonstrating a holistic business view.
• Possess a university degree or proven equivalent experience.
• Professional experience in online sports betting, casino, or gambling.
• Working knowledge of digital marketing best practices including funnel optimization, UX.

Responsibilities

• Design and implement lifecycles across Caesars iGaming brands.
• Owner of lifecycle performance & reporting.
• Ongoing A/B testing within lifecycles and improving performance at each customer touch point.
• Ensure data used for lifecycle campaigns within CRM platform is accurate and up to date.
• Lifecycle campaign deployments across channels.
• Leverage all CRM systems and channels to drive revenue growth and resolve issues.
• Work to KPIs (conversion, LTVs, ARPU) for lifecycles.
• Establish and prioritize short-, medium-, and long-term projects aligned with vision, expansion goals, and revenue targets.
• Identify opportunities to enhance player experience and retention and profitability including cross-sell.
• Develop strategy to cross-sell players between brands and platforms based on lifecycle stages.
• Collaborate with CZRs property loyalty marketing to leverage assets for retention campaigns.
• Competitive analysis reporting and recommendations for lifecycle campaigns.
• Ensure all lifecycle communications meet advertising, regulatory and legislative standards.
• Work with Product team (Casino) to define product enhancements for higher retention and deposits.
• Keep up to date with CRM trends and share with management.
• Report KPIs for lifecycles as established by the Business.
• Build and lead player segmentation strategies for lifecycles.
• Work with Creative Studio to deliver on-brand content for lifecycles.
• Collaborate with Player Acquisition to maximize ROI of new customers for lifecycles.
• Influence business roadmap decisions regarding player retention.

Skills

CRM lifecycle management

Team leadership

Budget / P&L management

Optimization & analytics

Optimove experience

Education

University degree or equivalent experience

Tools

Optimove

Job description

Job Description

The Manager, of iGaming CRM Lifecycle Execution will set, manage and implement our player retention strategies and processes from planning and costing, to building campaigns coupled with CRM execution and revenue management leadership. They will work closely with promotion strategy team to segment databases, creating a truly personalized communication strategy across all channels for all lifecycle campaigns.

Directly Supervises

• CRM Lifecycle Execution Coordinators or Specialists

Responsibilities

• Design, implement, maintain all player lifecycles across all of Caesars iGaming brands.
• Owner of lifecycle performance & reporting.
• Responsible for ongoing A/B testing within lifecycles and improving performance at each customer touch point.
• Responsible to ensure all data used for lifecycle campaigns within CRM platform is accurate and up to date.
• Responsible for lifecycle campaign deployments.
• Leverage all CRM systems and channels to take CRM for lifecycles to the next level – identifying opportunities for revenue growth and problem areas for resolution.
• Work to key KPI’s which will help us deliver the business planned revenue budgets (player conversion, LTV’s, ARPU) for lifecycles.
• Establish and prioritize short, medium, & long-term projects that align with the business broader vision, expansion goals, & revenue targets for lifecycles.
• Identify key opportunities to enhance the player experience and improve retention rates and profitability for lifecycles including cross sell opportunities.
• Develop strategy to cross sell players between our various brands and platforms based on lifecycle stages.
• Work with CZRs property loyalty marketing team in regarding to leverage property assets for player retention purposes (rooms, events and meal comps) for lifecycle campaigns.
• Regular and comprehensive competitive analysis reporting and recommendations for lifecycle campaigns.
• Ensure all lifecycle communications meet advertising, regulatory and legislative standards.
• Work closely with the Product team (Casino) to define new product enhancement that will result in higher retention and deposit conversion rates for lifecycles.
• Keep up to date with current CRM trends, best practices and items of interest and share these with the rest of the management team.
• Ensure the achievement and reporting of KPIs for lifecycles as established by the Business.
• Responsible for building and leading player segmentation strategies for lifecycles.
• Working closely with Creative Studio to deliver exciting on brand content (both visual and copy) for lifecycles.
• Work closely with Player Acquisition team to ensure that we are maximizing the ROI of newly acquired customers for lifecycles.
• Influence business roadmap decisions with regards to player retention for lifecycles.

Qualifications

• End-to-end CRM management and/or product management background.
• Possess 5 or more years of experience in a CRM/Player retention management role.
• Previous player retention budget management (P&L, bonus spend management, promotions management, KPI management & reporting).
• Demonstrate hands‑on approach to problem solving.
• Previous team management of employees in a CRM function.
• Previous experience using Optimove (native channels and key features such as priorities, exclusions, and the Stream Builder preferred).
• Establish and maintain effective relationships and partnerships with key stakeholders demonstrating a holistic business view.
• Demonstrate excellent organizational skills.
• Display strong interpersonal, communication, facilitation and presentation skills.
• Possess a university degree or proven equivalent experience.
• Possess previous professional experience in online sports betting, casino, or gambling.
• Working knowledge of digital marketing best practices including funnel optimization, UX.

Additional Requirements

• Must be able to sit for extended periods of time
• Must be able to type and talk on the phone for extended periods of time
• Regular attendance in the office

This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits.

This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses.

This role includes paid Personal Time Off and paid company holidays.

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard. As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence. We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers. From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it. Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.