Senior CRM Strategy Lead - Retention & Personalization

MS Digital Entertainment Holdings, LLC; Mohegan (CT); On-site; USD 110,000 - 150,000; Full time

Job summary

Mohegan Digital is seeking a Senior CRM Strategy Specialist to lead CRM initiatives, improve customer retention, and maximize lifetime value across digital gaming. You will own segmentation, personalization, testing designs, and ROI analysis, partnering with Marketing, Product, Compliance, and Customer Service.

The role requires strong analytics, experience with CRM platforms and Player Account Management, and mentoring of junior team members in a fast-paced environment.

Qualifications

• BA/BS in Mathematics, Statistics, Computer Science, Marketing Analytics, or related field
• 3+ years of experience in online Casino or Sportsbook CRM, marketing analytics, and/or campaign management
• Experience with CRM and marketing automation platforms
• Strong analytical capability with ability to translate data into actionable program changes

Responsibilities

• Leads the design, execution, and optimization of CRM campaigns to drive customer retention, reactivation, and ARPU
• Translates business objectives into segmentation, targeting, and personalization strategies
• Configures marketing offers, testing frameworks (A/B, multivariate), and campaign automation schedules
• Analyzes customer lifecycle trends to inform acquisition, conversion, churn, and reactivation strategies
• 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

Skills

CRM platforms

Customer segmentation

Campaign performance analysis

Lifecycle marketing

Cross-functional collaboration

Stakeholder management

Data-driven decision making

Marketing analytics

Mentoring

Education

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

Tools

Player Account Management systems

Microsoft Office

Job description

Mohegan Digital is seeking a Senior CRM Strategy Specialist to lead CRM initiatives, improve customer retention, and maximize lifetime value across digital gaming. You will own segmentation, personalization, testing designs, and ROI analysis, partnering with Marketing, Product, Compliance, and Customer Service.

The role requires strong analytics, experience with CRM platforms and Player Account Management, and mentoring of junior team members in a fast-paced environment.