VIP Account Manager

Fanatics•Cleveland, OH

7d•$65,000 - $80,000

About The Position

Fanatics Betting & Gaming is seeking a VIP Account Manager to cultivate and grow our most valuable customer relationships. You will be the face of Fanatics Betting & Gaming to our VIP players on a team of customer and hospitality-obsessed hosts. Personalized service and hospitality are in the DNA of this role. You will own a portfolio of business and ensuring offers, promotions, and experiences drive successful outcomes for the customer and Fanatics.

Requirements

4+ years of experience in luxury hospitality, high-end customer service, gaming, entertainment, private wealth management or sports relationship management
High EQ, charisma, integrity, and grit with the instinct to read a room and make everyone feel like a priority
Strong communication skills, both in person and in writing, with strong emotional intelligence and polish under pressure
Deep interest in sports, events, and culture, and the ability to translate that passion into authentic customer engagement
Distinctive professionalism, preparation, and relationship-building
Understanding of competitor offerings and the ability to articulate Fanatics’ differentiators in a credible, consultative way
Entrepreneurial mindset, thrives in fast-paced, highly-competitive environments where priorities evolve quickly and initiative is expected
Strong organizational and planning skills, with ability to stay on top of and prioritize many tasks simultaneously
Familiarity with Salesforce or a comparable CRM tool, Tableau or a comparable data visualization tool, and Slack is a plus
Ability to work flexible hours, including evenings and weekends, and travel up to 25% for events and activations
Knowledge of the sportsbook or online gaming industry is a plus, but a commitment to hospitality excellence is essential
Legal residence in a state where online sports betting is legalized or willingness to relocate

Nice To Haves

Familiarity with Salesforce or a comparable CRM tool, Tableau or a comparable data visualization tool, and Slack is a plus
Knowledge of the sportsbook or online gaming industry is a plus, but a commitment to hospitality excellence is essential

Responsibilities

Own and develop a portfolio of VIP customers, serving as their primary point of contact
Obsess over the details, delivering personalized, luxury hospitality experiences in every interaction with customers
Drive engagement with Fanatics ONE loyalty program, developing a deep understanding of the value proposition unique to each customer’s needs and preferences
Collaborate across departments (Trading, Marketing, Events, and Responsible Gaming) to align on strategy, ensure player satisfaction, and meet business objectives
Anticipate and address customer objections with confidence and integrity, educating VIPs on Fanatics’ product strengths, security, and long-term value versus competitors
Cultivate referral opportunities by delivering memorable experiences that inspire advocacy and word-of-mouth growth
Meet and exceed service, retention, and engagement targets, balancing hospitality excellence with commercial outcomes
Represent the voice of the VIP player, providing feedback and insights that shape product, marketing, and experience innovation
Collaborate with Marketing & Events team to host best-in-class hospitality events (e.g., Super Bowl, Fanatics Fest) and activations in-person with your customers across the country
Ensure responsible gaming policies and measures are upheld at all times