Senior Manager, VIP Strategy & Operations

The Senior Manager, VIP Strategy & Ops will own the end-to-end design, execution, and optimization of Status Match, Fast Track, and FanaticsONE promotions. This role is equal parts strategist, operator, and collaborator—developing playbooks, refining processes, and working cross-functionally to ensure these programs deliver measurable impact on acquisition, engagement, and retention.

You’ll lead program governance, manage operations, partner with CRM and Marketing teams to execute at scale, and collaborate closely with Account Managers and VIP Hosts to create a clear bridge between acquisition programs and long-term VIP hosting.

Key Responsibilities Program Strategy & Design

• Define and continuously refine the strategic vision for Status Match, Fast Track, and ONE promotions, ensuring they align with FBG’s VIP growth objectives.
  
  
• Build playbooks and frameworks to ensure consistent, high-quality execution across markets and channels.
  
  
• Partner with CRM, Marketing, and Analytics teams to design segmented campaigns and promotional offers tailored to high-value customer cohorts.
  
  

Operational Execution & Optimization

• Oversee daily and weekly operations of Fast Track and Status Match pipelines, ensuring smooth workflows, accurate fulfillment, and customer-first experiences.
  
  
• Drive the governance of eligibility criteria, tier multipliers, FanCash drops, and promotional rules, ensuring compliance and precision.
  
  
• Identify and implement automation and process improvements within Salesforce and CRM platforms to enhance speed and scalability.
  
  

Cross-Functional Leadership

• Collaborate with Account Managers and VIP Hosts to ensure timely and seamless handoff of customers transitioning into Platinum and top-tier statuses.
  
  
• Partner with Product, Tech, and Ops teams to enhance internal tools, data flows, and reporting capabilities.
  
  
• Act as the internal subject-matter expert on Status Match, Fast Track, and promotional strategies, providing guidance to stakeholders across the business.
  
  

Tracking, Analytics & Insights

• Own reporting and performance tracking for Status Match, Fast Track, and promotion programs.
  
  
• Monitor key KPIs: conversion rates, engagement, retention, share of wallet, and ROI on promotions.
  
  
• Deliver structured insights and recommendations to senior leadership to refine strategy and scale successful initiatives.
  
  

What You’ll Bring

• 5–7 years of experience in VIP engagement, loyalty marketing, or player development (sportsbook/casino/gaming industry strongly preferred).
  
  
• Proven ability to design, scale, and optimize customer lifecycle programs.
  
  
• Deep familiarity with Salesforce, CRM platforms, and segmentation tools; comfortable navigating data to drive decisions.
  
  
• Strong communication and leadership skills—able to align cross-functional teams and influence stakeholders at multiple levels.
  
  
• Highly organized, detail-oriented, and adept at balancing strategy with operational execution. A growth mindset: proactive, analytical, and motivated by experimentation and continuous improvement.
  

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.