• Develop and execute a holistic omni-channel CRM strategy • Own end-to-end CRM process oversight • Design and execute multi-channel campaigns • Own the definition, extraction, and validation of CRM audiences • Lead omni-channel segmentation strategies • Develop and manage the omni-channel customer lifecycle • Partner with property and omni marketing teams • Define and track KPIs • Provide creative direction and performance feedback • Maintain a structured quality assurance process • Act as the central point of coordination across omni, CRM, analytics, and gaming teams • Leverage A/B testing, behavioral insights, and predictive analytics to refine CRM tactics

• Serve as the primary Customer Success Manager for a defined set of customers, developing strong, trusted relationships and acting as the main point of contact for ongoing success. • Demonstrate the ability to articulate best practices in workflow design and product usage, and effectively share that knowledge with both customers and Customer Success team members. • Ensure customers are realizing value from all DO software product lines through effective adoption and optimized use within clinical and administrative workflows. • Understand customer goals, workflows, and operational challenges, and align software usage to support measurable outcomes. • Proactively identify adoption gaps, usage risks, and opportunities for workflow optimization, and work with customers to address them. • Partner with internal teams—including project management, onboarding, professional services, product management, and support—to resolve issues, escalate risks, and improve the overall customer experience. • Translate customer feedback and real‑world workflow insights into actionable input for product and internal stakeholders. • Provide advanced guidance to customers on best practices for using ARIA and Eclipse across clinical and administrative use cases. • Act as a mentor and resource for other Customer Success Managers, helping them develop and maintain proficiency in ARIA and Eclipse. • Support onboarding and ongoing training of Customer Success team members related to ARIA and Eclipse workflows, use cases, and value positioning. • Develop and contribute to enablement materials, best practices, and reusable guidance to support consistent, high‑quality customer engagements.

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content. • Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push). • QA of touchpoints, personalization elements, any dynamic content, etc. • Campaign build and deployment. • Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. • Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV. • Extracting key insights and learnings for future optimization and template efficiency. • Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.

• A leading international sports league is seeking a passionate, innovative leader with a strong CRM background to join our team. • The Fan Engagement Marketing team optimizes the overall marketing strategy, planning, measurement, and channel activation efforts via paid and outbound marketing channels to support the strategic priorities and business objectives of the organization. • We are currently seeking a CRM Marketing Specialist to join the Fan Engagement team. • This role will contribute across the full CRM marketing lifecycle - from marketing strategy and campaign planning through journey and campaign execution, performance measurement, and ongoing optimization. • The CRM Marketing Specialist will work collaboratively across Marketing and with key partners including Data & Analytics, MarTech, Product Marketing, Digital Media, and external agencies and vendors.