Manager, Customer Development

Fanatics•New York, NY

10d•$80,000 - $100,000

About The Position

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.

Requirements

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.

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.