CRM Manager, Operations
DraftKings is looking for a CRM Manager to lead the execution and evolution of customer communications that drive engagement, retention, and loyalty. The role involves guiding a team responsible for delivering high-quality campaigns while partnering with cross-functional stakeholders to shape the communications calendar and maintain momentum on key priorities.
With a focus on operational excellence, the CRM Manager will strengthen workflows, identify opportunities for increased efficiency, and help elevate the way the company connects with customers across its platforms.
- Lead and develop a team, managing day-to-day priorities, balancing workloads, and ensuring high-quality work is delivered on time.
- Drive customer engagement and revenue by executing against established goals and key performance indicators.
- Oversee the end-to-end execution of customer communications, including campaign setup, quality assurance, and adherence to legal and regulatory requirements.
- Partner with cross-functional teams and CRM stakeholders to develop messaging, coordinate workflows, manage the communications calendar, and deliver campaigns on schedule.
- Identify opportunities to improve CRM operations, streamline processes, and build scalable ways of working that strengthen campaign execution.
- Bring forward new ideas and use AI-powered tools where appropriate to improve workflows and support planning for upcoming campaigns and initiatives.
- Set and continuously elevate standards across communication channels through strong leadership, consistent processes, and close attention to detail.
- Bachelor's degree in Marketing, Business, Analytics, or a related field (required).
- At least 5 years of experience in CRM, marketing, project management, operations, or a related field, preferably within technology, e-commerce, or regulated gaming (required).
- People management experience with a track record of coaching, developing, and supporting high-performing teams (required).
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities and deliver high-quality work within challenging timelines (required).
- A data-driven, strategic mindset and an interest in sports, gaming, or technology (required).
- Strong written and verbal communication skills, with the ability to collaborate effectively and influence stakeholders across different levels of an organisation (required).
- The ability to adapt to changing priorities, solve problems, and deliver results in a fast-paced environment (required).
- A continuous-improvement mindset with the ability to identify operational opportunities and turn them into more effective processes (required).
- Comprehensive health benefits, including various medical plans, dental, and vision.
- Free access to wellbeing programs such as Lyra Mental Health Solution, Lyra Employee Assistance Program, the Calm App, and Virtual Yoga Classes.
- 14 weeks of 100% paid parental leave and workplace lactation support.
- Family planning support for adoption, surrogacy, fertility treatments, and other needs.
- 25 vacation days per year.
- 200 BGN food vouchers per month.
- 50% coverage of monthly MultiSport card.
- Financial planning programmes such as Origin Financial.
- Commuter benefits to help save on daily travel costs.
DraftKings Inc. is a leading American digital sports entertainment and gaming company, headquartered in Boston, Massachusetts. Founded in 2012, it started in daily fantasy sports and has grown into one of the largest US online sportsbook and iGaming operators. The company offers mobile sports betting, online casino and daily fantasy contests across regulated North American markets. DraftKings is listed on the Nasdaq stock exchange and employs several thousand people.