Manager, Customer Development

Travel: Up to 25%

Role Summary
The Manager of Customer Development is a crucial member of the Fanatics Betting & Gaming VIP team, dedicated to initiating and nurturing relationships with high-potential new clients. This role focuses on converting warm leads identified by the Fanatics Lead Development team into loyal players through thoughtful outreach, tailored onboarding experiences, and proactive engagement. You’ll be instrumental in cultivating early customer excitement and long-term brand affinity by bringing Fanatics' premium gaming experience to life for new audiences.

Key Responsibilities

• Actively reach out to pre-qualified warm leads via phone, email, and SMS to introduce them to Fanatics Sportsbook and Fanatics Casino offerings.
• Serve as the first point of contact for high-potential players, offering white-glove onboarding experiences and ensuring a smooth introduction to our platform.
• Personalize the customer journey through curated offers, welcome packages, and promotions that match individual interests and betting behaviors. 
• Partner closely with the Lead Development and VIP Account Management teams to ensure seamless lead handoffs and progression through the customer lifecycle. 
• Communicate the unique value of Fanatics Sportsbook’s features, loyalty programs, and event access to convert interest into action.
• Maintain detailed CRM records, tracking outreach cadence, lead conversion, and customer preferences.
• Populate and verify Know Your Customer (KYC) information accurately in the CRM system as part of onboarding and engagement processes.
• Analyze outreach effectiveness and continuously refine engagement strategies to maximize conversion and early retention rates.
• Leverage customer data and insights to deliver experiences that feel personal, relevant, and timely.
• Support the presence of Fanatics VIP at key events, activations, and in-person engagements to further drive interest and relationship development.
• Exceed new customer conversion KPIs, including client engagement, VIP conversions, and expected revenue production.
• Stay informed on industry trends, customer feedback, and competitive offerings to bring fresh, innovative ideas to the customer development process.
  
   

Experience and Skills Required

• 3 plus years of experience in a sales, customer development, or relationship management role—ideally within gaming, hospitality, luxury goods, or fintech.
• Proven success in converting warm leads into high-value customers using personalized outreach strategies.
• Excellent interpersonal and communication skills, with the ability to quickly build trust and rapport.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and data-driven engagement tools.
• Strong organizational skills and attention to detail, with the ability to manage multiple high-touch interactions simultaneously.
• Passion for sports, betting, and creating standout customer experiences.
• Flexibility to work evenings, weekends, and holidays based on sports calendars and promotional needs.
• Up to 25% travel for customer-facing events and internal team meetings.
• Legal residence in a state where online sports betting is permitted.
   

The base salary range for this role is $80,000-$100,000 depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics annual bonus program.

*Salary range is listed in USD; ranges will change based on country of residence. In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like GymPass, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $700 to set up your home office!

For information about our benefits, please visit https://benefitsatfanatics.com 

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

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.