Senior CRM Strategy Specialist

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

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIESIF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITEPosition Summary:The Senior CRM Strategy Specialist is responsible for leading key CRM initiatives that drive customer retention, engagement, and lifetime value across digital gaming. This role serves as a subject-matter expert in CRM platforms, customer segmentation, and campaign performance analysis, delivering actionable insights and strategies that maximize ROI. This role partners closely with stakeholders across the business and supervises CRM Specialists.Primary Duties and Responsibilities includes but are not limited to:Leads the design, execution, and optimization of CRM campaigns to drive customer retention, reactivation, and ARPUTranslate business objectives into actionable segmentation, targeting, and personalization strategiesCreates target selections and suppressions, configures marketing offers, establishes testing strategies (A/B, multivariate, control groups), and manages campaign automation schedulesAnalyzes customer lifecycle trends to inform acquisition, conversion, churn, and reactivation strategiesIdentifies key factors influencing customer behavior and makes data-driven recommendations to improve marketing effectivenessPartners cross-functionally with Marketing, Product, Compliance, and Customer Service to align CRM initiatives with business goalsProvides subject-matter expertise in CRM best practices and mentors junior team membersCommunicates insights and recommendations to senior leadership in a clear, actionable formatEnsures compliance with all regulatory requirementsSecondary Duties and Responsibilities:Works closely with Mohegan Compliance to ensure online policies and procedures are in alinementSupport the development of test-and-learn frameworks for lifecycle programsDocument all journey architectures, rules, and performance benchmarks for institutional knowledge and onboarding purposesMonitor competitive lifecycle practices across the iGaming landscape and adjacent industries to identify opportunities for program innovationPerforms other duties, as assignedMinimum Education and Qualifications:BA/BS in Mathematics, Statistics, Computer Science, Marketing Analytics, or related field, or equivalent experience may be considered in lieu of a degree3+ years of experience in online Casino or Sportsbook CRM, marketing analytics, and/or campaign managementExperience with CRM and marketing automation platformsHands-on experience with Player Account Management systems, with a strong understanding of user lifecycle management, data integration, and platform operationsStrong understanding of customer segmentation, personalization, and lifecycle marketingDemonstrated ability to deliver insights and recommendations that influence strategy and decision-makingStrong analytical capability, able to interpret journey performance data, identify optimization opportunities, and translate insights into program changesProficiency with project management toolsIntermediate knowledge of Microsoft Office Suite products and applicationsExcellent written, verbal, and presentation skills with strong stakeholder management experienceStrong organizational, prioritization, and multi-tasking skillsFamiliarity with predictive modeling or machine learning a plusCompetencies: Incumbent will master the following competencies while in this position:Strategic and analytical problem-solving skillsAdvanced campaign design and performance measurementAbility to mentor others and influence cross-functional teamsTraining Requirements:Mohegan Corporate office and departmental policies and proceduresAppropriate regulations that pertain to Mohegan Information SystemsPhysical Demands and Work Environment:Fast-paced office work environmentMust be able to sit in front of a computer screen for extended periods of timeMust be able to work various shifts and flexible hours with occasional travel requiredThis is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Digital reserves the right to make changes to the above job description whenever necessary.Work Shift:RegularKnock, knock. Hear that sound? That's opportunity!.Mohegan Sun practices Native American Preference in hiring. \"Native American\" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.