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.
   

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.