Senior Director – Corporate Omni-Channel Strategy

Role Overview

• Lead the end-to-end strategy and implementation of omni-channel initiatives across Hard Rock casinos and partner properties to drive digital acquisition, retention, and cross-channel engagement.
• Translate corporate omni-channel strategy into executable plans, calendars, and on-property activations that align digital and physical experiences.
• Act as the primary liaison between brick-and-mortar casino leadership and online gaming and sports betting teams to ensure alignment in priorities, execution, and customer experience.
• Develop and oversee cross-channel offers, incentives, promotions, and events that drive measurable customer behavior while maintaining a best-in-class guest experience.
• Partner with operations, marketing, and compliance teams to ensure all activations are operationally sound and fully compliant with regulatory standards.
• Drive omni-channel CRM strategies across multiple databases.
• Ensure seamless communication flows between digital and property databases to support personalized, timely, and compliant customer outreach.
• Define and execute a holistic omni-channel partnership strategy aligned with Hard Rock Digital’s brand, growth objectives, and market expansion goals.
• Own the full lifecycle of partnerships, including pipeline development, deal execution, onboarding, activation, and renewal.
• Lead off-property partnerships and activations.
• Lead the implementation of omni-channel digital and physical creative assets across Hard Rock casinos and partner properties.
• Partner closely with brand, creative, product, and marketing teams to align on messaging, timelines, and execution across channels.
• Ensure brand consistency and cohesive customer experience across all touchpoints.
• Partner with analytics and insights teams to define success metrics, evaluate performance, measure ROI, and incorporate customer feedback across omni-channel initiatives.
• Ensure full compliance with all gaming regulations, licensing requirements, and corporate policies across omni-channel initiatives.
• Proactively identify operational, regulatory, and execution risks and work cross-functionally to mitigate them.
• Build and maintain strong relationships with property executives, internal leadership, and external vendors to ensure alignment, accountability, and flawless execution.

Requirements

• 10+ years of experience in omni strategy, field marketing, or property operations within gaming environment.
• Proven experience leading omni-channel strategies that integrate digital products with physical locations at scale.
• Demonstrated ability to design and execute cross-channel offers, promotions, events, and incentives that drive measurable customer acquisition, retention, and engagement.
• Experience working across multiple customer databases and CRM platforms, with a strong understanding of segmentation, lifecycle marketing, and compliant customer communications.
• Strong cross-functional leadership skills with the ability to influence and align senior stakeholders across operations, marketing, analytics, product, compliance, and technology.
• Experience partnering with property-level leadership and translating corporate strategy into effective local execution.
• Solid understanding of regulatory and compliance requirements within gaming, sports betting, or similarly regulated industries.
• Exceptional communication skills with the ability to clearly articulate strategy, performance, and priorities to executive leadership.
• Bachelor's degree in business, Marketing, Hospitality, or related field

Benefits

• Competitive pay and benefits
• Flexible vacation allowance
• A hybrid / remote working environment
• Startup culture backed by a secure, global brand