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The CRM and Loyalty Manager will be responsible for the strategy, execution, and optimization of customer relationship management and loyalty initiatives for the Massachusetts Lottery’s iLottery program. Reporting to the iLottery Marketing Manager, you will be responsible for developing and delivering data-driven engagement and retention campaigns across digital channels to improve player experience and drive business growth. This role serves as the primary owner of the iLottery loyalty program and digital communications strategy, coordinating planning, performance, and innovation. You will lead and mentor four Digital Coordinators who support day-to-day campaign execution, program operations, and QA.

This role is remote to start, but will transition to a hybrid schedule once our office location is established.

What You’ll Do

• Own the end-to-end strategy and performance of CRM and loyalty programs to support player acquisition, retention, and lifecycle marketing goals.

• Develop and supervise multi-channel digital marketing campaigns, including email, SMS, push notifications, and promotions, with a focus on building long-term player engagement.

• Lead campaign execution and quality assurance for email templates, marketing materials, and digital assets across platforms.

• Lead planning and optimization of the loyalty program roadmap, promotional calendar, and associated budgets to meet revenue and engagement targets.

• Use data insights to advise audience segmentation, personalization strategies, automated campaign flows, and targeted lifecycle marketing journeys.

• Collaborate with cross-functional teams to ensure CRM and loyalty initiatives are coordinated with the broader customer experience and business strategy.

• Develop a test-and-learn culture by crafting and analyzing A/B tests, measuring performance, and making data-driven improvements.

• Provide ongoing reporting and insights on key performance indicators, campaign results, and customer trends to team members and leadership.

• Build and maintain strong working relationships with internal teams and external vendors to support the coordination and execution of CRM and loyalty efforts.

• Lead and mentor four Digital Coordinators, ensuring high-quality execution, professional development, and effective partnership.

• Stay current on CRM, loyalty, and digital engagement trends, tools, and technologies, and recommend improvements to increase program impact

What We’re Looking For

• Bachelor’s degree in Marketing, Business, Communications, or related field. A comparable amount of training and related experience may be substituted.

• 5+ years of experience in CRM marketing, digital engagement, or loyalty program strategy.

• Experience handling direct reports or leading teams in a digital marketing environment.

• Proven track record to develop and optimize data-driven CRM and loyalty campaigns that drive retention and engagement.

• Strong understanding of lifecycle marketing, customer segmentation, personalization, and marketing automation.

• Experience running campaign planning, content creation, QA, and performance supervising across email, SMS, push, and digital platforms.

• Proficiency with CRM platforms and email service providers (ESPs); experience with Bloomreach Engagement preferred.

• Familiarity with HTML/CSS for customizing email templates and digital content.

• Skilled in analyzing campaign metrics and customer behavior to advise strategy and improve performance.

• Strong collaboration and interpersonal skills, with the ability to work cross-functionally and manage vendor relationships.

• Highly organized and diligent, with strong project management skills and the ability to manage multiple initiatives in an agile environment.

• Knowledge of compliance standards related to digital communications (e.g., CAN-SPAM).

• Basic knowledge of HTML/CSS and email design a plus

Company Summary

About Aristocrat

social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

None

Pay Range

$111,349 – $206,791 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity. 

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.

About the Role

We are seeking a Manager, Solutions Engineering to lead a high-performing team of SEs. This manager will play a critical role in driving execution of our value-selling motion. They will ensure consistent achievement of the Technical Win motion to drive increased win rates and strong MRR target attainment, strengthen the pre-sales partnership with Sales, and—most importantly—drive the right outcomes for our customers.

The ideal candidate is an experienced SE manager who brings strong process rigor, a scientific and data-driven mindset, and a passion for coaching and developing teams. They are equally comfortable rolling up their sleeves to support complex customer situations, inspecting the quality and impact of SE work, and building scalable inspection processes that elevate the entire segment.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a team of ~8 Solutions Engineers to achieve MRR attainment, improve win rates, and deliver exceptional customer value.
• Drive proactive inspection of SE impact, execution quality, and alignment to the value-selling methodology.
• Conduct regular growth conversations, performance reviews, and career development planning.
• Run weekly team meetings, facilitate onboarding, and maintain a strong culture of accountability, excellence, and collaboration.

Deal Strategy & Hands-On Support

• Partner directly with SEs as a strategic deal advisor, jumping into complex customer situations as a technical sponsor.
• Coach SEs in delivering value-based storytelling, positioning value throughout the sales cycle, and driving toward the Technical Win.
• Guide SEs on competitive differentiation, discovery rigor, and tailored demonstration strategies.
• Ensure consistent, repeatable execution of our pre-sales motions across all team members.

Process Ownership & Operational Excellence

• Lead their pod (sales leaders the manager’s SEs support)with a GM mindset, owning the full book of business, influencing revenue strategy, and operating key SE processes, including:
• SE hiring and interview loops
• Monthly and quarterly business reviews
• Stakeholder communications
• Deal inspection and forecasting
• Identify, diagnose, and communicate segment-wide trends in customer needs, product gaps, or sales execution issues.
• Work with Sales leadership to establish rules of engagement that improve seller-SE collaboration, capitalize on emerging opportunities, and amplify the impact of our value-selling motion.

Cross-Functional Collaboration

• Work closely with Sales as the primary stakeholder, aligning on segment strategy, forecasting, and execution.
• Collaborate with Product Marketing, Customer Success, Enablement, and the Partner team to drive better customer outcomes.
• Serve as the voice of the segment, sharing insights upward to leadership and horizontally across organizations.

What We’re Looking For

Required Experience

• 3–5 years of management experience, with demonstrated success leading teams to measurable results.
• Prior SE experience in a pre-sales Solutions Engineering role.
• Sustained track record of elevating team performance within an established SE environment 
• Experience working with SaaS, APIs, AI concepts, or security at a high level.
• Demonstrated ability to operate in complex, cross-functional environments within the upmarket segments.

Leadership Attributes

• Scientific mindset: data-driven, hypothesis-oriented, curious, and experimental in approach.
• Explorer mentality: naturally curious, dives deep into problems, and brings the team along to uncover insights and craft compelling customer narratives.
• Strong process operator: exceptional rigor in pipeline inspection, coaching frameworks, forecasting, and repeatable execution.
• Enterprise-grade storyteller: able to coach SEs to elevate discovery, value articulation, and business-case alignment.
• High ownership & accountability: sets clear expectations, inspects frequently, and follows through.
• Growth mindset & change leadership: embraces ambiguity, navigates evolving priorities, and champions continuous improvement.
• “We” before “me” orientation: prioritizes customer and company outcomes without ego.

Nice to Have

• Experience shaping upmarket motions
• Experience in positioning and selling complex, multi-object systems (e.g., CRMs, ERPs, ATSs) in a pre-sales or technical sales capacity.
• Familiarity with sales methodologies such as ValueSelling, MEDDIC, Challenger, or similar.

About the Role:

• This is a full-time technical customer support position. We primarily communicate with our customers through email and, to a lesser extent, by video call.
• A normal support ticket here is equivalent to an escalation ticket at another company, so if you love a challenge and you’re inherently curious to know more, this is the job for you.
• Order Desk is committed to breaking structural barriers within our hiring process and driving fair hiring practices in our workplace. Women and underrepresented minorities (URMs) continue to be underrepresented within our industry. Research has shown that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the “requirements.”
  Regardless of whether you identify with any of these groups, if you meet most of the technical requirements and this role aligns with your career goals, we encourage you to bet on yourself and apply!

About You:

• You love to research, and your analytical and written skills are top-notch.
• Obstacles are not roadblocks to you; they are challenges to be figured out. You’re a problem solver who likes to find solutions rather than waiting to be told what to do.
• You’re not afraid to ask questions, are comfortable admitting your limitations, and see your gaps in knowledge as opportunities to grow and not flaws.
• You’re comfortable finding your way around a new software program.
• You’re someone who can be self-directed and thrive in a remote environment.
• You appreciate the balance between fun and professionalism.
• You’re collaborative and thrive on sharing your thoughts, ideas, and problem-solving strategies with a diverse team.
• You’re receptive to feedback and can appreciate a gentle no, with multiple redirections until you arrive at a solution with a firm and confident yes.
• You’re looking for stability in your career and gaining several years of experience before looking to grow in any other direction.

• Minimum 2 years of working directly within email-based technical support in SaaS or combined technical and writing experience. Bonus points if you’ve already worked in a remote e-commerce role! 
• Extensive experience in troubleshooting complex software issues.
• The ability to concisely explain technical concepts in a non-technical way and a passion for meeting customers where they are in their tech knowledge.
• Fluency in both written and spoken English.
• The ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of your physical location.

Preferred skills

• Experience in troubleshooting APIs, JSON, and utilizing application log analysis.
• Sound knowledge of key data flow/transfer protocols such as SFTP and FTP.
• Experience with rule-based automation and complex settings.
• Experience helping new users implement SaaS applications in a B2B environment.

This is a full-time position. The salary range for this role is $58,000-$60,000 USD/year. We base our offer on your skills, experience, and alignment with the role.

Our international team members are hired as contractors but considered full-time, permanent members of our team.

We offer our team members benefits such as flexible time off, paid parental leave, access to wellness and health services, retirement savings matching, and a technology upgrade program to ensure everyone has the tools they need to perform their roles successfully!

We meet up once a year for a company retreat. So far we’ve been to the U.S., Mexico, and Vietnam!

To Apply

We value authenticity and encourage you to let your true voice come through. Instead of a cover letter, we’ve provided specific questions for you to answer honestly. This allows you to showcase your skills and experience in your own words, without relying on tools like AI to speak for you. We believe in the strength of human creativity and individuality. Let us know what sets you apart and why you’re the ideal candidate for our team!

Please note: Candidates who are detected using AI tools will be disqualified.

There are a few steps to our application process:

1. Application Questions
2. Follow-Up Questions
3. Skills Test
4. Video Response
5. Interview(s)

If you are moved to the next round, we will contact you to let you know the next steps.

This process usually takes a few weeks from start to finish, so our tiny hiring team appreciates your patience while we review and read every single application. We will follow up with everyone who applied by the end of this process.

*If you haven’t heard from us within two weeks, please get in touch with us!

As our CRM Localization Specialist for Croatian, you’ll be the creative force behind our content in the language, crafting and translating compelling copy that resonates with our audience. Your work will play a pivotal role in shaping engaging narratives and communicating incentives efficiently.

Responsibilities:

• Craft and manage high-quality Croatian CRM content.
• Translate and localize English content into the Croatian language, ensuring cultural relevance and accuracy.
• Collaborate with a dynamic team to produce and localize content that engages and informs our customers.
• Maintain the integrity and quality of our content despite tight deadlines, reflecting our brands’ standards and voice.
• Continuously update content to reflect the latest trends and updates the iGaming industries.

Requirements:

• Native in Croatian and fluent/native in English, with exceptional writing skills in both languages. Additional languages of advantage.
• Curiosity for understanding how cultural and linguistic nuances influence audience engagement and motivation.
• A passion for iGaming and the ability to generate engaging content.
• A sharp eye for detail and the capacity to produce error-free content.
• Experience with Google suite, JIRA, Slack, and PowerBI.
• Self-driven and strong organizational and time-management abilities.
• A collaborative spirit, eager to work within a team to meet business goals.
• Office-based will be highly advantageous, but remote will be considered.