Senior Director, CRM Operations & Player Communication

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizationsMGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook Borgata online Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued heard and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly take responsibility when we get it wrong and ante-up again. We play to win and we are all-in together.

We were recognized as one of Glassdoors Best Places to Work.

Location: Jersey City NJ

About the Role

Were looking for a bold strategic leader to serve as our Senior Director CRM Operations & Player Communications. In this highly visible role youll own the player lifecycle communications optimization and operations marketing strategy across CRM loyalty lifecycle and omnichannel engagement for all brands (BetMGM Borgata Online PartyCasino Wheels of Fortune) and all product verticals.

Youll lead a global team manage player lifecycle communications rewards & loyalty and oversee the commercial direction of our marketing technology roadmapall while connecting digital players with an exceptional real-world experiences at MGM Resorts.

What Youll Own:

• Loyalty Program Ownership:Own strategy and evolution of BetMGMs loyalty program; integrate benefits with MGM Rewards to boost retention and player value.

• Omnichannel Activation: Develop strategies that convert MGM Resorts guests into BetMGM players and drive digital customers to on-property MGM experiences.

• Lifecycle Marketing: Deploy behavior-based triggers and cross-channel journeys to acquire onboard retain and re-engage customers.

• MarTech Roadmap& CRM Transformation: Own the transformation commercial strategy and ROI of the marketing tech stack; drive integration and vendor performance in close collaboration with tech and product stakeholders both at BetMGM but also across the parent company departments.

• Team Leadership: Manage a team across the U.S. and Canada. In addition collaborate with teams in India.

• Cross-Functional Collaboration: Work across Marketing Product Tech Brand Analytics Compliance and MGM Resorts teams to bring campaigns to life.

What Youll Do:

Loyalty Program Strategy & Management

• Own the end-to-end strategy roadmap and execution of BetMGMs loyalty program.

• Develop and launch compelling offers benefits and tier-based structures that drive retention and long-term player value.

• Partner with the MGM Rewards team to ensure seamless cross-platform benefits shared data and unified customer experiences.

• Analyze loyalty performance identify opportunities to improve member engagement and evolve the program to drive greater impact.

Omnichannel Engagement

• Activates new BetMGM customers from MGM Resorts database converting resort guests into digital players through personalized outreach and offers.

• Drives digital customers to on-property engagement incentivizing in-person visits event participation and cross-brand experiences.

• Collaborate closely with MGM Resorts marketing partnerships and CRM teams to align messaging offers and lifecycle communications.

• Champion joint campaigns that amplify value for both BetMGM and MGM Resorts increasing brand loyalty and customer stickiness.

Lifecycle Marketing & Triggered Journeys

• Lead lifecycle strategy across acquisition onboarding engagement churn prevention and reactivation.

• Build robust triggered marketing programs that respond to player behavior and betting patterns in real time.

• Partner with MarTech and Data Science to deploy AI-driven personalization and predictive modeling to improve relevance and outcomes.

MarTech Roadmap & Commercial Ownership

• Own the commercial strategy and performance of BetMGMs marketing technology stackmaximizing ROI from platforms such as Optimove and others.

• Define and prioritize the MarTech roadmap in collaboration with Product Engineering and Marketing stakeholders to ensure it aligns with business growth goals.

• Lead vendor evaluation contract negotiation and performance managementensuring partners deliver measurable value and innovation.

• Drive the integration and expansion of data feeds APIs and automation capabilities to enhance personalization and operational efficiency across channels.

Cross-Functional Partnership & Executive Influence

• Serve as a key voice in strategic planning influencing senior leadership with data-driven insights and customer-centric recommendations.

• Collaborate deeply with cross-functional stakeholders in Product Tech Legal Brand Analytics and MGM Resorts to ensure integrated execution of campaigns and initiatives.

• Own executive reporting for player lifecycle communications operations optimization & loyaltysurfacing impact opportunities and future investment areas.

Qualifications:

• 12 years in CRM lifecycle marketing personalization or loyalty leadershippreferably in gaming digital entertainment or hospitality.

• Proven experience owning CRM strategy and loyalty programs with omnichannel customer touchpoints.

• Strong command of MarTech platforms (e.g. Optimove Braze Adobe Salesforce Segment or similar) and data-driven marketing.

• Deep understanding of customer segmentation behavioral triggers and bonus optimization.

• Sports/Gaming CRM experience preferred.

• Excellent Communication interpersonal and organizational skills.

• Can-Do attitude enthusiasm energy and inner motivation to take actions to achieve goals what is required.

• Exceptional leadership skills with experience managing large globally distributed teams.

• Strategic mindset with strong analytical financial and storytelling capabilities.

• Bachelors degree in Marketing Business or related field; MBA a plus.

The annual salary range for this position is $185000 to $242000. Factors which may affect starting pay within this range may include geography/market skills education experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records financial history and personal background verification.

In addition candidates must comply with and support the companys responsible gambling policies procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort energy and teamwork but thats what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game Take your shot! Theres a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertisemerged with that of our world-class investorswe have the opportunity to take this business and ourselves farther than anyone has ever imagined.

Do Whats Right - We operate with clarity and simplicity always doing the right thing by our customers and each other standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee were committed to giving you the resources and support you need. We offer Medical Dental Vision Life Insurance Commuter Benefits Paid Time Off Holidays Employee Resource Groups and more!

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals regardless of race religion gender gender identity age marital status national origin sexual orientation citizenship status veteran status disability or any other legally protected status. As an organization we are unwavering in our commitment to maintaining a discrimination-free work environment and fostering a culture of inclusivity belonging and equal opportunity for all employees and applicants.

We understand that each card in the deck plays a unique role in any given hand just as our employees each play a unique role in accomplishing our company goals. So we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM we play to win and we are all in together. If your experience looks a little different from what weve identified and you think youve got what it takes wed love to learn more about you.

If you need assistance or accommodation with your application due to a disability you may contact us at

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

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