Customer Marketing Senior Manager, CRM Performance
About The Position
FanDuel is hiring a Senior Manager, CRM Performance to lead a new Customer Marketing capability focused on improving the effectiveness, personalization, and commercial impact of Sportsbook customer communications. The role combines lifecycle marketing, customer behavior, data, and communications, and owns how the customer performance journey is understood and optimized across messages and channels. The Senior Manager will lead a team and work closely with Lifecycle, Loyalty, Strategic Campaigns, CRM Operations, Data Science, Experimentation, Analytics, Product, Martech, Creative, and other cross-functional partners. The role establishes CRM Performance strategy and operating practices, measures communication effectiveness against customer and commercial outcomes, and develops a high-performing team and capability. The position requires strategic leadership, strong analytical and commercial judgment, and the ability to turn complex customer and business data into improved customer experiences and outcomes.
Requirements
- At least 8 years of experience in CRM, lifecycle marketing, retention, or related fields, including significant experience leading teams and performance-driven customer programs.
- Deep experience in CRM or lifecycle marketing at meaningful scale, with strong understanding of segmentation, customer journeys, campaign orchestration, and multichannel communications.
- Strong commercial and analytical mindset, with a track record of connecting customer communication strategies to measurable business outcomes and optimizing investment and performance.
- Demonstrated experience designing and interpreting experimentation, measurement, and test-and-learn programs, and turning data into clear strategic decisions.
- Experience partnering with Data Science, Analytics, Product, and Martech teams to apply customer data, personalization, and automation to marketing programs.
- Strong understanding of customer behavior and lifecycle dynamics, including how value, engagement, seasonality, competitive intensity, and customer context influence marketing strategy.
- Proven ability to lead through complexity, influence senior stakeholders, and align cross-functional teams around common customer and business objectives.
- Excellent people leadership, communication, and prioritization skills, with a track record of building teams and capabilities in fast-moving environments.
Nice To Haves
- Experience in sports betting, gaming, fintech, subscription businesses, e-commerce, or other high-scale consumer businesses is strongly preferred.
- Knowledge of sports and/or experience working within a heavily regulated industry is a plus.
Responsibilities
- Own the CRM Performance strategy across Sportsbook, establishing frameworks for planning, prioritization, measurement, and optimization across customer segments, lifecycle stages, campaigns, and channels.
- Lead development of a holistic view of customer communication performance, linking campaign metrics to engagement, player days, handle, retention, reactivation, and lifetime value.
- Establish and lead a test-and-learn agenda across messaging, channel, cadence, content, audience, and journey design, in partnership with Experimentation and Analytics.
- Own the communication performance operating rhythm, translating customer behavior, the sporting calendar, seasonality, competitive dynamics, and campaign priorities into recommendations on what to communicate, to whom, when, and through which channel.
- Define customer contact management strategy, balancing engagement with customer experience and mitigating over-messaging, fatigue, and conflicting communications.
- Partner with Enablement to identify and unlock decisioning capabilities, data sources, and tools for audience selection, personalization, orchestration, and measurement.
- Identify opportunities to simplify and improve the CRM operating model by creating repeatable processes, standards, and performance frameworks that increase velocity while maintaining quality and customer-centricity.
- Serve as a senior strategic partner to Lifecycle, Loyalty, and Strategic Campaigns, translating customer and performance insights into stronger campaign strategies and a more connected customer experience.
- Build and develop the CRM Performance capability, establishing a high-performing team, clear priorities, and effective cross-functional ways of working.
- Communicate performance, learnings, and strategic recommendations to Customer Marketing leadership and senior stakeholders.
Benefits
- Health plans, including some with no paycheck premium, and medical, vision, and dental insurance.
- Fertility and family-planning programs.
- Mental health support and fitness benefits.
- Generous paid time off and sick leave.
- Annual bonus and long-term incentive opportunities based on performance; the role may also be eligible for short- or long-term incentive compensation, including cash bonuses and stock program participation.
- 401(k) with up to a 5% match.
- Commuter benefits.
- Pet insurance.
- Life insurance and disability insurance.
- 14 paid company holidays.
- Paid sick time in accordance with applicable state and federal laws.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
