Senior Associate, VIP Retention Strategy
About The Position
Fanatics Betting & Gaming is seeking a Senior Associate, VIP Retention Strategy to support the strategy and operations of its VIP customer-hosting programs across sportsbook and casino. The role helps raise service standards, translate commercial strategies into practical day-to-day guidance for Account Management and host teams, and develop the reporting and processes used to measure program effectiveness. The position partners with host leadership, analytics, and product, with work visible to senior leadership. The role also supports the operating cadence of the retention team, develops customer-contact briefing materials, and helps design and test hosting approaches. Responsible Gaming standards and customer wellbeing are to be integrated into hosting programs. Fanatics Betting & Gaming is the online and retail sports betting subsidiary of Fanatics. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S.; Fanatics Casino is available online in Michigan, New Jersey, Pennsylvania, and West Virginia. The company operates twenty-two retail sports betting locations and is headquartered in New York, with offices in Denver, Leeds, and Dublin.
Requirements
- At least 2 years of experience in betting, gaming, hospitality, or a comparable consumer business.
- Strong analytical foundation, including comfort working directly with data, building reports, and defining metrics.
- Working fluency with Excel and exposure to SQL or a business intelligence environment.
- Clear writing skills and ability to turn strategy into practical playbooks for front-line teams.
- Strong organization and discipline in maintaining recurring reporting and process documentation.
- Ability to partner with front-line teams and senior stakeholders outside the direct reporting line.
- Interest in how service and relationships drive customer loyalty and in tools that make service scalable.
- Commitment to Responsible Gaming and prioritizing customer wellbeing over commercial outcomes.
- Self-starter with attention to detail and comfort with ambiguity in a function that is still being built.
Nice To Haves
- Experience in a strategy, operations, analytics, or VIP-facing role.
Responsibilities
- Support the strategy and performance of the Fanatics ONE Host program and raise the standard of service it delivers at scale.
- Translate sportsbook and casino commercial strategies into clear plans and playbooks for Account Management and host teams.
- Build and maintain reporting that measures hosting performance, retention, and customer engagement.
- Define and document processes, standards, and playbooks for hosts, including tone and quality standards.
- Help design and test new hosting approaches and measure results against a control.
- Partner with analytics and product on tooling and AI-assisted workflows that make hosts more effective.
- Build briefing and insight materials that hosts use to prepare for customer contact.
- Support the retention team’s operating cadence, including recurring reporting, performance reviews, and leadership updates.
- Ensure Responsible Gaming standards are built into hosting programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
