Omnichannel Operations Specialist

About the role

The Omnichannel Operations Specialist plays a crucial role in bridging online and retail marketing efforts at Rush Street Interactive. They are responsible for executing cross-channel promotions that enhance player engagement and value, ensuring consistent experiences across all customer touchpoints.

Responsibilities

• Own the end-to-end execution of omnichannel promotions connecting brick-and-mortar casino properties with online gaming experiences.
• 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.

Requirements

• 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.

Qualifications

• 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.

Skills

• CRM marketing
• Digital communications
• Customer engagement
• Customer segmentation
• Lifecycle marketing
• Campaign optimization
• Customer data platforms
• Business intelligence tools
• Player lifecycles
• Loyalty programs
• Promotional strategy
• Customer retention

Benefits

• Discretionary annual company bonus
• 401(k) plan with 100% company match on the first 4%
• Comprehensive medical coverage (HSA & FSA plans), dental, and vision insurance
• Paid Time Off
• Employee Assistance Program (EAP)

Pay

$55,000—$75,000 USD

Schedule

Full-time