Omnichannel Operations Specialist

The Omnichannel Operations Specialist serves as a key link between online and retail marketing efforts. Ensuring consistent player experiences across all customer touchpoints. This position reports into the Director of Revenue Operations and will collaborate with the Director of Omnichannel Strategy and Omnichannel Marketing Analyst to translate customer insights into targeted campaigns that improve player value, retention, and overall business performance.

What You'll Do:

• Own the end-to-end execution of omnichannel promotions connecting brick-and-mortar casino properties with online gaming experiences to drive cross-channel player engagement and value.Set up and maintain promotional campaigns within back-office systems, including award scenarios, eligibility, offer mechanics, audience criteria, and required testing.
• Develop and execute CRM campaigns across email and push channels to engage and retain omnichannel casino and sportsbook players.
• Manage online promotional execution, including promotion pages, terms and conditions, banners, creative placements, campaign messaging, and site updates needed to support each offer.
• Coordinate campaign assets, copy, approvals, promotional terms, creative needs, and launch requirements across internal teams to ensure promotions are accurate, compliant, and ready for release.
• Partner with Revenue Operations, Omnichannel Strategy, Partnerships, property teams, Marketing, Analytics, Product Marketing, and other key stakeholders to develop promotional concepts, timelines, targeting strategies, and execution plans.
• Recommend and identify omnichannel opportunities for targeted communication, retention, reactivation, and cross-channel growth.
• Develop and optimize omnichannel lifecycle campaigns to acquire, retain, and reactivate omni channel players.
• Monitor and report on KPIs around omni channel segments covering cross sell, acquisition, retention and reactivation.
• Execute A/B testing and audience experiments to improve campaign effectiveness and player engagement.
• Partner with the Omnichannel Analyst to develop actionable customer segments, measure campaign effectiveness, analyze retention and player value trends, and identify opportunities for incremental revenue growth.
• Support linked-account initiatives by developing campaigns that encourage cross-channel engagement between online and brick-and-mortar properties.
• Prepare campaign summaries and performance insights for marketing, property, and executive stakeholders.
• Maintain data integrity and ensure compliance with responsible gaming and privacy standards.

What You'll Bring:

• Bachelor’s degree in Marketing, Business, Communications, or a related field preferred or equivalent relevant work experience.
• 2+ years of experience in CRM marketing, digital communications, or customer engagement within gaming, entertainment, or hospitality industries.
• Experience working with customer segmentation, lifecycle marketing, and campaign optimization.
• Hands-on experience designing, launching, and managing targeted marketing campaigns using CRM platforms, such as Optimove.
• Ability to interpret customer performance, including retention, conversion, player value, and campaign ROI.
• Experience working with customer data platforms and business intelligence tools.
• Understanding of player lifecycles, loyalty programs, promotional strategy, and customer retention within gaming, hospitality, or sports betting environments.
• Must be able to obtain and maintain applicable gaming licenses.
• Candidates located in the Central or Eastern Time Zones are preferred.
• Minimal travel required; occasional visits to brick-and-mortar properties for meetings or collaboration #LI-REMOTE  #LI-PROMOTE