Coordinator - CRM Promo Operations

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

Reporting into the CRM Ops Manager, the CRM Promo Ops Coordinator is responsible for building daily bonuses, both simple and complex, and supporting daily above-the-line promotional activity. This role involves managing a large volume of weekly bonus setups, as well as becoming an expert in our CRM tools to assist with the day-to-day execution of promotions. This position is a primary night and weekend coverage role, generally aligned to a Thursday–Monday schedule, with flexibility in working hours and staggered coverage—particularly on weekends—to help ensure full operational support across peak promotional periods.

Key responsibilities include

• Set up daily bonus promotions within the CRM platform, ensuring timely execution and accuracy.

• Ensure that all promotions are accurately set up and error-free, including checking the terms and conditions, bonus amounts, and targeting criteria.

• Support the CRM Ops team with end-to-end execution and A/B testing setups

• Utilize CRM tools (e.g., Optimove, Braze, or similar) to configure, test, and troubleshoot daily bonuses and promotions.

• Take a leadership role in incorporating AI-enabled tools and workflows into day-to-day execution, identifying practical opportunities to improve team efficiency, accuracy, scalability, and speed while maintaining appropriate quality controls.

• Foster and support cross-functional workstreams and relationships, including partnering with Customer Support to address player contacts related to promotional issues.

• Ensure all promotions comply with relevant legal regulations and company guidelines, and follow best practices for CRM marketing.

• Provide consistent operational support across a Thursday–Monday schedule, serving as a primary night and weekend coverage resource. Be prepared to flex and stagger working hours, particularly on weekends and during peak promotional periods, to ensure strong team coverage and continuity of execution.