Customer Marketing Senior Manager, CRM Performance
FanDuel is looking for a Senior Manager, CRM Performance to lead a new capability within Customer Marketing focused on making Sportsbook customer communications more effective, personalised, and commercially impactful. This role sits at the intersection of lifecycle marketing, customer behaviour, data, and communications, owning how the company understands and optimises the customer performance journey across every message and channel.
The Senior Manager will lead a team and partner closely with Lifecycle, Loyalty, Strategic Campaigns, CRM Operations, Data Science, Experimentation, Analytics, Product, Martech, and Creative teams to ensure the delivery of 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 the business and can turn that complexity into smarter customer experiences and stronger business outcomes.
- Own the strategy for CRM Performance across Sportsbook, establishing the framework for how communications should be planned, prioritised, measured, and optimised 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 behaviour, sporting calendar, seasonality, competitive dynamics, and campaign priorities into recommendations for what should be communicated, 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, personalisation, 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.
- 8+ years of experience in CRM, lifecycle marketing, retention or related fields, including significant experience leading teams and performance-driven customer programs. (required)
- 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. (required)
- Strong commercial and analytical mindset, with a track record of connecting customer communication strategies to measurable business outcomes and optimising investment and performance. (required)
- Demonstrated experience designing and interpreting experimentation, measurement, and test-and-learn programs, with the ability to turn data into clear strategic decisions. (required)
- Experience partnering with Data Science, Analytics, Product, and Martech teams to apply customer data, personalisation, and automation to marketing programs. (required)
- Strong understanding of customer behaviour and lifecycle dynamics, including how value, engagement, seasonality, competitive intensity, and customer context should influence marketing strategy. (required)
- Proven ability to lead through complexity, influence senior stakeholders, and align cross-functional teams around a common customer and business objective. (required)
- Excellent people leadership, communication, and prioritisation skills, with a track record of building teams and capabilities in fast-moving environments. (required)
- Experience in sports betting, gaming, fintech, subscription businesses, e-commerce, or other high-scale consumer businesses. (preferred)
- Knowledge of sports and/or experience working within a heavily regulated industry. (nice-to-have)
- Health plans including programs for fertility and family planning, mental health support, and fitness benefits.
- Generous paid time off (PTO & sick leave).
- Annual bonus and long-term incentive opportunities.
- 401k with up to a 5% match.
- Commuter benefits.
- Pet insurance.
- 14 paid company holidays.
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the North America, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media, including FanDuel, Stardust Casino and TVG. 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).