Job Description
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 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, 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?
The VIP Operations Specialist is responsible for supporting the execution of VIP marketing and operational initiatives through CRM administration, project coordination, workflow automation, financial tracking, and cross-functional collaboration. Reporting to the VIP Marketing Projects Manager, this role serves as a key operational partner, ensuring the successful execution of campaigns, events, onboarding, reporting, and departmental processes.
This individual will play an integral role in maintaining operational excellence by managing multiple systems, coordinating with internal stakeholders, and identifying opportunities to improve efficiency through automation and process optimization. The ideal candidate is highly organized, detail-oriented, analytical, and comfortable working in a fast-paced, collaborative environment while balancing multiple priorities.
Marketing Operations & Project Support
Support the planning, execution, and coordination of VIP marketing campaigns, promotions, events, and operational initiatives.
Assist the VIP Marketing Projects Manager with project planning, timelines, deliverables, and cross-functional communication.
Track project milestones and provide regular status updates to leadership.
Prepare project documentation, reports, presentations, and Standard Operating Procedures (SOPs).
Coordinate operational logistics for VIP marketing initiatives and departmental projects.
Identify opportunities to improve operational workflows and recommend process enhancements.
CRM Administration & Systems Management
Manage and maintain VIP operational data across Salesforce, Blackthorn, and Spoke Phone, ensuring data integrity and consistency.
Build, launch, and manage Salesforce campaigns supporting VIP communications, promotions, events, and marketing initiatives.
Conduct routine audits of CRM data to identify inconsistencies and maintain data quality.
Troubleshoot Salesforce-related issues, submit IT support tickets, and monitor resolution through completion.
Support system testing and implementation of new CRM functionality and operational enhancements.
Maintain documentation of CRM processes, workflows, and system updates.
Financial Reporting & Budget Management
Reconcile daily and monthly property comp reports, identifying discrepancies and communicating findings to Finance and Revenue teams.
Maintain accurate budget tracking reports and dashboards for leadership.
Assist with invoice tracking and reconciliation to ensure timely processing.
Partner with Finance to communicate budget variances and support forecasting efforts.
Track departmental budgets against forecasts, including:
Event expenses
Ticket allocations and ticket blocks
Vendor invoices
One-off ticket requests
Marketing and operational expenditures
Workflow Automation & Operational Systems
Maintain and troubleshoot Slack workflows supporting VIP operations and internal communications.
Manage and maintain Zapier integrations and automated Slack notifications.
Update and maintain host contact tables that support Slack workflows and automated alerts.
Partner with Loyalty Operations to ensure shared contact tables remain accurate and operational.
Monitor workflow performance and proactively identify opportunities for automation and operational improvements.
Onboarding & Training Administration
Coordinate onboarding activities for new VIP team members under the direction of department leadership.
Support continuous improvements to the department's onboarding and intake process.
Assign learning paths and required training through Udemy Business or other Learning Management Systems.
Monitor training completion and distribute recurring compliance reports.
Partner with Learning & Development to maintain current training content and documentation.
Maintain onboarding guides, departmental documentation, and operational resources.
Cross-Functional Collaboration
Support department reporting, audits, and operational initiatives.
Coordinate communication between stakeholders to ensure projects remain on schedule.
Assist leadership with special projects and operational initiatives as assigned.
Serve as a liaison between VIP Marketing and internal departments, including:
Finance
Revenue Management
Loyalty
Information Technology
Learning & Development
Marketing