JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES IF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITE (http://www.myworkday.com/mohegan/d/task/2998$46522.htmld) Position Summary: The Director of CRM is responsible for developing and executing a comprehensive CRM strategy that supports our business objectives and targets, with a focus on driving customer loyalty and maximizing customer lifetime value for the digital gaming for Mohegan. The successful candidate will play a significant role on the digital gaming marketing team to ensure campaigns are driving revenue in accordance with the yearly marketing plan. Primary Duties and Responsibilities includes but not limited to: + Lead Digital CRM team, charged with driving customer engagement and retention + Develop and execute retention and CRM strategies across channels including email, push notifications, and in-app messaging to enhance customer loyalty + Utilize data-driven insights to segment audiences, personalize communications, and deliver targeted offers for specific player segments + Collaborate with other marketing, product, and analytics teams to identify opportunities for improving player experience and increasing customer lifetime value + Oversee the development and optimization of loyalty programs, VIP schemes, and player reward initiatives to encourage ongoing engagement and foster long-term relationships + In coordination with Vice President of Online Marketing, develop and manage budgets for CRM initiatives including third party integrations as well as promotional dollars + Track key performance metrics—such as retention rates, churn, and lifetime value—and use insights to optimize campaigns and initiatives for maximum ROI + Report Key Metrics monthly that includes insights and understandings to be shared with the digital team and the executive leadership + Monitor industry trends, best practices, and new technologies in CRM and retention marketing and new technologies such as Gen AI to identify opportunities for innovation and improvement. + Ensure compliance with relevant regulations, such as GDPR and other data privacy laws Secondary Duties and Responsibilities: + Work with retail properties to utilize a unified view of the player + Work with digital department stakeholders including product, BI, compliance, and creative to ensure that the communications with each group are in line with the goals of the company + Ensure all team members are up to date on all regulations in each jurisdiction and applying the regulations to each campaign + Multi-tasks across multiple projects and marketing campaigns + Creates outbound communications KPIs (i.e. what are we tracking to continuously improve the customer experience for our users) + Provides a proforma and analysis of all CRM campaigns Minimum Education and Qualifications: + Bachelor's degree in marketing, business, or a related field + Five + years of experience in CRM, retention marketing, or a related role in the online Casino, iGaming and Online Sports Betting industry + Three + years of Managing a CRM/Retention Team + Proven track record of developing and executing successful CRM strategies that drive measurable improvements in customer retention, engagement, and lifetime value + Strong analytical skills and proficiency in data analysis tools and techniques; experience with CRM platforms and marketing automation tools is a plus + Creative thinker with a customer-centric mindset and a passion for delivering exceptional player experiences + Hands on experience working with CRM platforms and analytic tools: Optimove, Tableau, Braze, XtremePush, Snowflake, and Pala. + Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at all levels of the organization + A strong negotiator, self-starter and detail-oriented team member Competencies: Incumbent will master the following competencies while in this position: + Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws + Excellent editing and proofreading skills + Excellent organizational and multi-tasking skill and the ability to delegate tasks + Thorough understanding of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment Training Requirements: + Certifications as required by Mohegan + Mohegan corporate and departmental policies and procedures + Appropriate regulations that pertain to Mohegan Information Systems + Mohegan budget planning and analysis process and procedures 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 during busy periods of the sports calendar + Occasional travel required This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan reserves the right to make changes in the above job description whenever necessary. 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. What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe. What drives our success is the centuries-old philosophy of the Mohegan Tribe “The Spirit of Aquai”. Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.