job description

At our core, we are an organization that thrives on scale and high-growth energy. We value clarity, structure, and the ability to turn ambiguity into action. By joining our Casino team, you’ll be entering a collaborative environment that prizes “the single source of truth” and empowers experts to build essential systems from the ground up. We are committed to reducing friction and fostering alignment, ensuring that our ambitious strategic priorities are backed by realistic, world-class execution.

About the Role

As the CRM Planning Manager, you will take on a high-impact, greenfield mission to architect our CRM planning function from scratch. This isn’t just about managing a calendar; it’s about designing the very frameworks, intake models, and governance rituals that will power all Casino states. You will act as the vital “connective tissue” between high-level strategy and technical execution, ensuring that our CRM squads have the visibility and capacity to deliver without last-minute rework. We are looking for a process visionary who can establish order in a fast-paced environment and lead the transition toward a predictable, scalable, and transparent operating rhythm.

Key Responsibilities

Build the CRM planning function from scratch

Define and implement end-to-end CRM planning processes, including intake, prioritization, capacity planning, roadmap development and execution governance.
Establish planning frameworks, templates, tools and operating rituals where none currently exist, leveraging best-in-class planning and delivery techniques (e.g., Agile, iterative planning, quarterly/PI planning, backlog management) as appropriate for CRM and Promo Ops workflows.
Set clear operating norms for how CRM & Promo Ops work enters the system, gets prioritized, planned and delivered – balancing flexibility with predictability at scale.

Own planning execution and governance

Lead planning cycles and execution rhythms across CRM squads.
Translate strategic priorities into clear calendars, roadmaps and delivery plans that teams can confidently execute against.
Ensure planning decisions are documented, communicated and consistently applied.

Establish a single source of truth

Establish and manage a single, reliable source of truth for all CRM plans, including calendars, roadmaps and customer touchpoints. This central resource must be clear and easily understandable throughout the entire Casino organization.
Ensure CRM activity, sequencing and ownership are clearly represented and accessible to stakeholders across teams.
Drive alignment on tools, documentation standards and data hygiene to eliminate conflicting plans and fragmented views of CRM work.

Ensure demand, capacity and dependency alignment

Make demand, capacity, dependencies, risks and tradeoffs transparent across squads and stakeholders.
Proactively identify misalignment, bottlenecks or feasibility risks and drive resolution early.

Partner cross-functionally

Collaborate with CRM & Promo Ops, Growth, GTM, Analytics, Marketing, Brand, Product and Core Project teams to assess feasibility, sequence initiatives and align on priorities across channels, customer cohorts and states.
Act as a trusted planning partner who balances strategic ambition with realistic delivery constraints.

Continuously improve planning rigor

Continuously refine planning processes by evaluating effectiveness (what’s working/not), identifying remaining friction points and adapting to meet evolving organizational needs and scale.
Reduce reactive work, last-minute changes and rework by improving upfront planning quality, governance and cross-team coordination.

Skills & Experience

Essential

5+ years of experience in planning, program management, operations or a similar role within CRM, Marketing, Growth, or Promo Ops teams.
Proven experience building or formalizing planning processes in environments with limited or no existing structure.
Strong working knowledge of Agile or iterative planning methodologies, including backlog management, sprint or cycle-based planning and capacity planning.
Experience managing intake, prioritization and roadmap development across multiple stakeholders and teams.
Ability to establish and maintain a single source of truth for plans, calendars and delivery status across teams, channels and markets.
Demonstrated ability to manage dependencies, assess feasibility and balance competing priorities in fast-paced environments.
Hands-on experience with planning and workflow tools such as Jira, Airtable, Smartsheet, Asana or similar.
Strong communication and stakeholder management skills, with the ability to influence and align stakeholders across all levels without direct authority.
Highly organized, detail-oriented and comfortable operating in ambiguity while driving execution forward.

Preferred

Experience supporting CRM programs within iGaming / Sportsbook or other regulated industries.
Familiarity with Agile at scale concepts (e.g., quarterly planning, PI-style planning or hybrid Agile models).
Background in continuous improvement, process optimization or change management initiatives.
Experience working in high-growth or scaling organizations where processes are evolving quickly.

CRM Planning Stack & Environment

Component	Standard Detail
Methodologies	Agile, PI Planning, Iterative Frameworks
Core Tooling	Jira, Airtable, Smartsheet, or Asana
Primary Goal	Single Source of Truth for CRM Calendars
Key Metrics	Capacity Utilization, Speed-to-Market, Alignment
Stakeholder Reach	Global (All Casino States)

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