Associate – VIP Reactivation

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — 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?

We’re looking for a VIP Reactivation Associate, an entry-level role designed for someone eager to grow in customer engagement, VIP services, and revenue-focused account management. We are building a team focused on delivering exceptional digital experiences and maximizing customer lifetime value through engagement, retention, and VIP reactivation.

Our goal is to understand customer behavior, identify missed opportunities, and re-engage inactive and lapsed high-value players in meaningful ways. Every interaction matters, and we are committed to rebuilding relationships that drive long-term loyalty and revenue.

You will support the reactivation of dormant and at-risk VIP players by assisting with outreach, data analysis, and campaign execution. This role suits someone who is highly motivated, detail-oriented, and excited to build relationships while learning how to manage high-value accounts.

You will work closely with senior team members while gradually taking ownership of a portfolio of VIP accounts.

Key Responsibilities

VIP Reactivation Support

• Assist in identifying and segmenting inactive or at-risk VIP customers

• Support execution of reactivation campaigns (email, SMS, calls, offers)

• Conduct outreach to re-engage players through personalized communication

• Follow up consistently with inactive customers to drive reactivation

Customer Engagement

• Build relationships with VIP players through professional, high-quality interactions

• Deliver a positive, personalized experience aligned with VIP service standards

• Support senior team members in managing VIP accounts and interactions

• Learn how to identify customer needs, preferences, and behaviors

Data & Insights

• Analyze basic customer activity and engagement trends

• Maintain accurate and detailed records in CRM systems

• Track outreach efforts and campaign performance

• Support reporting on reactivation metrics and results

Cross-Team Collaboration

• Work with marketing and customer success teams on campaigns and promotions

• Assist in executing targeted offers and incentives for reactivation

• Provide feedback on customer behavior and engagement trends

Operational Support

• Ensure all customer interactions are documented accurately in CRM tools

• Support account planning and campaign coordination

• Assist with special projects related to VIP growth and retention

• Learn and adhere to compliance and regulatory requirements