Penn National Gaming, Inc.

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CRM Manager, iGaming

CRM Manager, iGaming

Job ID 
Casino Property 
Penn National Gaming, Inc.
Posted Date 
Position Type 
Regular Full-Time

More information about this opportunity


Work Happy


Don’t just work. Work Happy.


A career in gaming?  At Penn National Gaming we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

Your daily responsibilities include


The iGaming CRM Manager’s responsibilities include defining the corporate CRM strategy within the context of Penn’s iGaming objectives while providing leadership on issues related to revenue generation, reactivation and ongoing development and deployment of CRM and iGaming systems.  This includes, but not limited to providing leadership and direction to a growing team in regards to a/b testing, campaign profitability, data mining and promotional planning. iGaming CRM Manager will also be the point of contact for CRM vendors and provide ongoing direction for the installation, configuration, support and proper use of iGaming systems with guidance of Director of CRM.



The following and other duties may be assigned as necessary:

  • Responsible for supervising and managing iGaming strategist(s) and Assistant Manager(s) in the CRM department.  Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
  • Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
  • Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. 
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.  Ensures customer service standards are followed by all team members and addresses issues as they arise.  Responsible for the overall achievement of department customer service goals.
  • Oversees all customer lifecycle communication processes across all channels (email, website, SMS, push notifications, phone, direct mail, real-time messaging).
  • Partners with the marketing team to understand player behavior, optimize segmentation techniques, and ensure excellent campaign execution and timing.  Makes recommendations for campaigns based upon assessment. 
  • Analyzes and evaluates all activity to ensure continuous improvement and identify future opportunities for growth. Makes recommendations to Director for improvement. 
  • Leads specific CRM projects designed to assist with business process, customer insights and customer interaction.  Leading projects to include, but not limited to: 
    • Integration of automated email and push message process across lines of social casino business
    • Working with concerned parties to integrate and utilize business models to optimize performance, either internally or third-party licensed
    • Works with BI team to develop accurate, timely reporting on CRM campaign progress to provide to management on a weekly basis and drives team to analyze and improve upon KPIs on a consistent basis.
  • Responsible for vetting all customer insights across all touch-points and ensuring that pertinent feedback is collated, evaluated and executed by his/her team
  • Responsible for commitment to success and quality standards of customer services team
  • Responsible for success of specific retention, campaign, and customer profitability objectives as measured by determined KPIs.
  • Responsible for the development planning and overseeing execution for all CRM campaigns.
  • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Director of CRM.
  • Maintains strict confidentiality in all departmental and company matters.

To be successful in this position it will require the following skill set

  • Bachelor’s degree (B.S./B.A.) in Business Administration, Marketing, or related field from four-year college or university; or four to seven years in a CRM leadership role and/or training; or equivalent combination of education and experience. Leadership experience required.
  • Must have knowledge of customer retention, product, and marketing acumen.
  • Must have excellent verbal, written, and interpersonal skills.
  • Must be able to meet deadlines and to work under the pressure of short time constraints.
  • Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
  • Must have extensive knowledge of Email Service Providers. Advanced experience with relational databases and SQL programming is required.  Experience with the SQL and a variety campaign management toolsis preferred.
  • Must have comprehensive knowledge of CRM systems and processes (included but limited to email, SMS, onsite messaging, push notifications, etc.).
  • Strong client interface and presentation skills preferred.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Must have the ability to drive results and be proactive when working on tasks
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Must have demonstrated ability to drive toward results.

Something to leave you with

Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

Work Happy


Now that you have read about who we are, here is your opportunity to see what we're about!  



Equal Opportunity Employer

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