Customer Marketing Senior Manager, CRM Performance

About the job

THE POSITION Our roster has an opening with your name on it

FanDuel is looking for a Senior Manager, CRM Performance to lead a new capability within Customer Marketing focused on making our Sportsbook customer communications more effective, personalized, and commercially impactful. This role sits at the intersection of lifecycle marketing, customer behavior, data, and communications—owning how we understand and optimize the customer performance journey across every message and channel.

You will lead a team and partner closely with Lifecycle, Loyalty, Strategic Campaigns, CRM Operations, Data Science, Experimentation, Analytics, Product, Martech, Creative, and other cross-functional teams to ensure we deliver the right message to the right customer at the right time. This is a strategic leadership role for a CRM marketer who understands the scale and complexity of a business like FanDuel and can turn that complexity into smarter customer experiences and stronger business outcomes.

THE GAME PLAN Everyone on our team has a part to play

• Own the strategy for CRM Performance across Sportsbook, establishing the framework for how communications should be planned, prioritized, measured, and optimized across customer segments, lifecycle stages, campaigns, and channels.

• Lead the development of a holistic view of customer communication performance, connecting campaign-level metrics to customer and commercial outcomes such as engagement, player days, handle, retention, reactivation, and lifetime value.

• Establish and lead a rigorous test-and-learn agenda across messaging, channel, cadence, content, audience, and journey design, partnering with Experimentation and Analytics to turn results into scalable best practices.

• Own the communication performance operating rhythm, translating customer behavior, sporting calendar, seasonality, competitive dynamics, and campaign priorities into recommendations for what we should communicate, to whom, when, and through which channel.

• Define the strategy for customer contact management, balancing the need to drive engagement with the quality of the customer experience and protecting against over-messaging, fatigue, and conflicting communications.

• Partner with Enablement to identify and unlock new decisioning capabilities, data sources, and tooling that enable more intelligent audience selection, personalization, orchestration, and measurement.

• Identify opportunities to simplify and improve the CRM operating model, 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, helping teams translate 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 strong cross-functional ways of working; communicate performance, learnings, and strategic recommendations to Customer Marketing leadership and senior stakeholders.

THE STATS What we’re looking for in our teammate

• 8+ years of experience in CRM, lifecycle marketing, retention or related fields, including significant experience leading teams and performance-driven customer programs.

• Deep experience operating in CRM or lifecycle marketing at meaningful scale, with a strong understanding of segmentation, customer journeys, campaign orchestration, and multi-channel 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, with the ability to turn 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 should influence marketing strategy.

• Proven ability to lead through complexity, influence senior stakeholders, and align cross-functional teams around a common customer and business objective.

• Excellent people leadership, communication, and prioritization skills, with a track record of building teams and capabilities in fast-moving environments.

• 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.

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.

The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

PLAYER BENEFITS We treat our team right

We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits. We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more - check out all our benefits here: FanDuel Total Rewards. *Benefits differ across location, role, and level.

FanDuel is an equal opportunities employer and we believe, as one of our principles states, “We are One Team!”. As such, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.

FanDuel is committed to providing reasonable accommodations for qualified individuals with disabilities. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please email Benefits@fanduel.com.

The applicable salary range for this position is $127,000 - $159,000 USD, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

#LI-Hybrid