As CRM Manager, you will be responsible for the day-to-day CRM efforts for Rush Street Interactive across both casino and sportsbook. This job includes the ongoing communication efforts to RSI player segments, executing on the strategy and vision for CRM. The CRM Manager is responsible for developing and implementing A/B Testing strategies for optimizing email performance. This role focuses on driving customer engagement, loyalty, and retention by leveraging data-driven insights, email performance and CRM strategy. The CRM Manager collaborates closely with marketing, operations, and analytics teams to create and execute effective CRM programs that enhance the experience, maximize player value, and support revenue growth.
Essential Responsibilities:
- Oversees day-to-day execution of CRM strategies, campaigns, reporting, and operations.
- Managing CRM Specialists, ensuring team functions at a high level.
- Monitor and evaluate campaign performance, analyzing key metrics and KPIs to optimize open and click through rates.
- Develop and manage an ongoing CRM Calendar in collaboration with the Casino & Sportsbook Teams.
- Develop and manage strategy for A/B Testing and optimizing.
- Participate in pre- and post-campaign analysis discussion and provide insight that results in improved performance.
- Ensure compliance with all regulatory controls both internal and external including but not limited to the state and federal laws and the Pennsylvania Gaming Control Board regulations.
Required Knowledge and Skills:
- Experience managing a team that executes the CRM Strategy and Vision.
- Creating and executing an A/B Testing Strategy for optimizing Open and CTR.
- Collaborating with customer service and operations teams to improve the customer experience.
- Creating reports and presentations for telling a story based on email performance.
- Knowledge in both brick and mortar and online casino sportsbook operations.
- The ability to manage multiple projects simultaneously and in a timely manner.
- Excellent communication skills: verbal, written, visual, and presentation.
- Experience with gambling industry and industry terminology, standard promotions, and gameplay.
- Photoshop and creative optimization for email engagement.
