Director, Customer Relationship Management

Director, customer relationship management page is loaded## director, customer relationship managementlocations:
uncasville, cttime type:
full time posted on:
posted todaytime left to apply:
end date: february 22, 2026 (4 days left to apply) job requisition :
r-11694
** 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:
**** 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:
**…