Director, VIP Experience & Loyalty

PrizePicks•Atlanta, GA

7h•$140,000 - $180,000•Remote

About The Position

PrizePicks is seeking a strategic, people-driven leader to oversee its Most Value Player (MVP) program, which is designed to provide the company’s most engaged players with a high-quality, differentiated experience that inspires loyalty. The Director will be accountable for growing, engaging, and retaining these users, setting strong standards for partnership management, operational execution, and people leadership. The role requires bringing structure to complex work, making sound decisions with incomplete information, communicating clearly across stakeholders, and fostering consistent, trusted experiences while supporting responsible gaming. The Director will own and evolve MVP strategy across products, including player segmentation, tier design, service models, and lifecycle engagement. They will lead and develop MVP Managers and Player Representatives, oversee the end-to-end MVP player experience, and partner with teams across the business to translate insights and strategy into effective, compliant programs. The role also establishes performance measures and operating rhythms, evaluates initiatives, and presents recommendations and updates to executive leadership. Candidates may be based in Atlanta, which is preferred, or elsewhere in the U.S.; remote candidates may be considered. The typical salary range is $140,000 to $180,000, with actual pay dependent on location, skills, experience, and education. The application period is expected to remain open for 30 days, subject to change. The position requires authorization to work for any U.S. employer; visa sponsorship is not available.

Requirements

10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience.
4+ years of progressive people leadership experience, with demonstrated ability to build, coach, and retain high-performing teams.
Proven success developing and executing customer engagement or loyalty strategies that improve retention, engagement, and lifetime value.
Strong commercial and analytical judgment, including experience using player or customer data to identify opportunities, measure impact, and make decisions.
Experience working cross-functionally with marketing, product, analytics, customer support, compliance, and legal stakeholders.
Excellent written and verbal communication skills, including the ability to present to and influence senior stakeholders and build trusted relationships with high-value players.
Experience with CRM platforms, segmentation, loyalty programs, and performance reporting.
Unrelenting passion for delivering exceptional player experiences.
Authorization to work for any employer in the U.S.; the company is unable to sponsor or take over sponsorship of an employment visa.

Nice To Haves

Experience in gaming, sports betting, or daily fantasy sports.
Familiarity with responsible gaming practices.
Passion for sports, fantasy sports, and/or iGaming.

Responsibilities

Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle and all products.
Develop an annual roadmap and operating plan connecting MVP initiatives to retention, engagement, lifetime value, and responsible gaming objectives.
Identify and prioritize improvements to the MVP experience through personalized outreach, rewards, exclusive access, events, and product or service enhancements.
Establish decision frameworks for investments, offers, experiences, and escalations that balance player impact, commercial value, and regulatory requirements.
Communicate and present regularly to the executive leadership team.
Lead, coach, and develop MVP Managers and Player Representatives, setting clear expectations for leadership, relationship management, and operational excellence.
Set team goals, service standards, performance measures, and capacity plans; use performance trends to improve execution and develop talent.
Build scalable playbooks, training, quality standards, escalation protocols, and knowledge-sharing routines.
Foster a culture of ownership, sound judgment, collaboration, discretion, and responsible gaming stewardship.
Design and oversee high-touch engagement strategies that anticipate player needs, strengthen loyalty, and address churn risk.
Serve as the senior escalation point for sensitive or complex MVP matters and coordinate appropriate cross-functional resolution.
Ensure a consistent, differentiated experience across digital touchpoints, service interactions, rewards, and live experiences.
Use player feedback and relationship-manager insights to identify friction, improve service design, and advocate for the MVP player perspective.
Own the end-to-end MVP experience.
Partner with RevOps and CRM teams to translate MVP strategy into targeted lifecycle campaigns, communications, and engagement journeys.
Work with Product and Analytics to improve the MVP offering and journeys, player understanding, product requirements, and outcome assessments, and convert insights into scalable solutions.
Collaborate with Customer Support to align service expectations, handoffs, and escalation practices for top-tier players.
Partner with Compliance and Legal to ensure player interactions, rewards, communications, and events comply with applicable requirements and company policies.
Define and monitor a balanced scorecard covering retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming indicators.
Translate data and qualitative insights into recommendations for senior leaders, including impact, tradeoffs, risks, and next steps.
Lead cross-functional testing and measurement of MVP initiatives; scale successful programs and discontinue approaches that do not create sufficient value.
Establish operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication.

Benefits

Company-subsidized medical, dental, and vision plans.
401(k) plan with company match.
Annual bonus.
Flexible PTO.
Paid leave programs, including 16-week paid parental leave and disability benefits.
Workplace flexibility and modern work schedules focused on getting the job done rather than hours clocked.
Company-wide in-person events and team outings.
Lifestyle enhancement program.
Company equipment provided, with Windows and Mac options.
Annual performance reviews with opportunities for growth and career development.