Customer Marketing Senior Manager, CRM Performance

Responsibilities

• 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.

Requirements

• 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.

Preferred

• 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.

Benefits

• 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.