WHAT ARE WE BUILDING?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer’s interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

WHAT’S THE POSITION?

We’re looking for a Director of VIP to lead our North America-focused VIP program for our Hard Rock Games business. You will be responsible for delivering best-in-class service, high-touch engagement, and unforgettable moments for our most loyal players. The VIP team provides consistent and proactive customer support for our players whilst ensuring ‘surprise and delight’ moments are always around the corner for our loyal VIPs. This role will be key to driving player lifetime value and ensuring our biggest fans keep coming back for more.

Key Responsibilities

• Define and own our Hard Rock Games VIP strategy, grounded in player insights and our games portfolio business goals.
• Build and lead a high-performing VIP team that knows how to deliver rockstar treatment.
• Optimize eligibility tiers within our high-value and VIP player base to continuously maximise the retention and revenue from our most engaged players.
• Continuously improve our VIP onboarding process to ensure we create and maintain lasting relationships with our players.
• Design and evolve tier structures, loyalty mechanics, and perks that keep high-value players engaged and excited.
• Leverage the brand and rewards architecture of Hard Rock’s Unity Rewards programme to acquire and nurture Hard Rock VIPs and give a concierge service to our omni channel players.
• Ensure the team are the leading experts in our game and player experience so they can both advocate for our VIP players internally and articulate our value proposition to our players at all times.
• Build meaningful connections with top-tier players through personalized communication, proactive outreach, and real-time support.
• Ensure the team delivers elevated, concierge-level service across channels—email, in-app, phone, and social—ensuring every VIP interaction hits the right note.

Drive Performance

• Drive adoption and process improvement within our Salesforce platform integration. Salesforce experience is a plus.
• Embed a culture of high-performance and metric-based achievement within the team.
• Use data and analytics to identify high-value players, monitor behavior, and prevent churn.
• Own VIP KPIs: ARPDAU, retention, satisfaction scores, and reactivation rates.
• Partner with Data Analytics to evolve our reporting suite and to continuously test, optimize, and evolve VIP offers and experiences.

Collaborate Across the House

• Work closely with CRM, LiveOps, Product, Customer Support, and Design to coordinate and enhance the VIP journey.
• Help shape promotions, in-game events, and features that cater to our top players.
• Stay up to date with our Paid Media strategies to identify and acquire high-potential VIPs at the earliest opportunity.

Keep It Fresh

• Always be looking for the next big thing in VIP: exclusive experiences, surprise rewards, personalized content, and more.
• Bring ideas from hospitality, loyalty programs, and real-world casinos into the digital space.

• Define and own our Hard Rock Games VIP strategy, grounded in player insights and our games portfolio business goals.
• Build and lead a high-performing VIP team that knows how to deliver rockstar treatment.
• Optimize eligibility tiers within our high-value and VIP player base to continuously maximise the retention and revenue from our most engaged players.
• Continuously improve our VIP onboarding process to ensure we create and maintain lasting relationships with our players.
• Design and evolve tier structures, loyalty mechanics, and perks that keep high-value players engaged and excited.
• Leverage the brand and rewards architecture of Hard Rock’s Unity Rewards programme to acquire and nurture Hard Rock VIPs and give a concierge service to our omni channel players.
• Ensure the team are the leading experts in our game and player experience so they can both advocate for our VIP players internally and articulate our value proposition to our players at all times.
• Build meaningful connections with top-tier players through personalized communication, proactive outreach, and real-time support.
• Ensure the team delivers elevated, concierge-level service across channels—email, in-app, phone, and social—ensuring every VIP interaction hits the right note