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Job description
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Position 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 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
Secondary Duties and Responsibilities:
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
Minimum 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 degree
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
Competencies : Incumbent will master the following competencies while in this position:
Strategic and analytical problem-solving skills
Advanced campaign design and performance measurement
Ability to mentor others and influence cross-functional teams
Training Requirements:
Mohegan Corporate office and departmental policies and procedures
Appropriate regulations that pertain to Mohegan Information Systems
Physical Demands and Work Environment:
Fast-paced office work environment
Must be able to sit in front of a computer screen for extended periods of time
Must be able to work various shifts and flexible hours with occasional travel required
Work Shift:
Regular
Knock, 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.
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Worksite address
montville, CT, 06353, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.