Senior CRM Strategy Lead - Lifecycle & Personalization

Mohegan Sun; Montville (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

Mohegan Sun is seeking a Senior CRM Strategy Specialist to lead CRM initiatives across digital gaming, focusing on retention, engagement, and lifetime value. You will partner with Marketing, Product, Compliance and Customer Service to align CRM strategies with business goals and mentor junior team members.

The role requires deep expertise in CRM platforms, customer segmentation, and campaign performance analysis, delivering actionable insights to senior leadership while ensuring regulatory

Qualifications

• BA/BS in Mathematics, Statistics, Computer Science, Marketing Analytics, or related field, or equivalent experience.
• 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.

Responsibilities

• 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
• 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

Skills

CRM strategy

Campaign management

Customer segmentation

Lifecycle marketing

Marketing analytics

A/B testing

Cross-functional collaboration

Mentoring juniors

Stakeholder management

Regulatory compliance

Microsoft Office

Project management

Effective communication

Education

BA/BS in Mathematics, Statistics, Computer Science, Marketing Analytics, or related field

Tools

CRM platforms

Player Account Management

Marketing automation platforms

Microsoft Office

Job description

Mohegan Sun is seeking a Senior CRM Strategy Specialist to lead CRM initiatives across digital gaming, focusing on retention, engagement, and lifetime value. You will partner with Marketing, Product, Compliance and Customer Service to align CRM strategies with business goals and mentor junior team members.

The role requires deep expertise in CRM platforms, customer segmentation, and campaign performance analysis, delivering actionable insights to senior leadership while ensuring regulatory