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About the Role
Fanatics Betting & Gaming is seeking a Senior Associate, VIP Retention Strategy to support the strategy behind how their highest-value customers are hosted. This role will raise the standard of the hosting program, translate commercial strategies into daily host actions, and build measurement and processes to track effectiveness. The position involves close partnership with host leadership, analytics, and product teams, with visibility to senior leadership.
Responsibilities
- Support the strategy and performance of the Fanatics ONE Host program, raising the standard of service it delivers at scale.
- Translate sportsbook and casino commercial strategies into clear plans and playbooks for the Account Management and host teams.
- Build and maintain the reporting that measures hosting performance, retention, and customer engagement.
- Define and document the processes, standards, and playbooks hosts work from, including tone and quality standards.
- Help design and test new hosting approaches, and measure results against a control.
- Partner with analytics and product on the tooling and AI-assisted workflows that make hosts more effective.
- Build the briefing and insight materials hosts use to prepare for customer contact.
- Support the operating cadence of the retention team: recurring reporting, performance reviews, and leadership updates.
- Ensure Responsible Gaming standards are built into hosting programs rather than applied after the fact.
Requirements
- 2+ years in betting, gaming, hospitality, or a comparable consumer business, ideally in a strategy, operations, analytics, or VIP-facing role.
- Strong analytical foundation, comfortable working directly in data, building reporting, and defining metrics.
- Working fluency with Excel and exposure to SQL or a BI environment.
- Clear writer, able to turn a strategy into a playbook that a front-line team can actually follow.
- Highly organized, with the discipline to keep recurring reporting and process documentation current.
- Comfortable partnering with front-line teams and senior stakeholders outside your direct reporting line.
- Interest in how service and relationships drive customer loyalty, and in the tooling that makes service scalable.
- Commitment to Responsible Gaming and to keeping customer wellbeing ahead of commercial outcomes.
- Self-starter, detail-oriented, and comfortable with ambiguity in a function that is still being built.
- Interview and onboarding may include in-person components, such as onsite interviews or a multi-day cultural immersion in New York City.
Skills
- Excel
- SQL
- BI environment
- Analytical skills
- Reporting
- Process documentation
- Customer engagement
- Responsible Gaming
Location
- New York
- Denver
- Leeds
- Dublin
Work Type
- Full-time
Experience Level
- Senior
Salary/Compensations
- $88,000—$107,000 USD
Benefits
- Full-time employment
About the Company
- Fanatics is building a leading global digital sports platform, igniting the passions of global sports fans and maximizing presence for hundreds of sports partners globally through Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming.
- The Fanatics Betting and Gaming subsidiary, launched in 2021, operates online and retail sports betting, with the Fanatics Sportsbook available to 95% of the addressable online sports bettor market in the U.S. and Fanatics Casino available online in multiple states.
- Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including a sportsbook at Northwest Stadium.
Equal Opportunity
- Fanatics will never ask candidates for money, banking information, or other sensitive personal information as part of the interview process. If you receive a suspicious message claiming to be from Fanatics recruiting, please do not respond and report it here.