Specialist - VIP Operations

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.