
Manager of Customer Development
About Us
About the Team
Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.
Travel: Up to 25%
Role Summary
The Manager of Customer Development is a crucial member of the Fanatics Betting & Gaming VIP team, dedicated to initiating and nurturing relationships with high-potential new clients. This role focuses on converting warm leads identified by the Fanatics Lead Development team into loyal players through thoughtful outreach, tailored onboarding experiences, and proactive engagement. You’ll be instrumental in cultivating early customer excitement and long-term brand affinity by bringing Fanatics' premium gaming experience to life for new audiences.
Key Responsibilities
- Actively reach out to pre-qualified warm leads via phone, email, and SMS to introduce them to Fanatics Sportsbook and Fanatics Casino offerings.
- Serve as the first point of contact for high-potential players, offering white-glove onboarding experiences and ensuring a smooth introduction to our platform.
- Personalize the customer journey through curated offers, welcome packages, and promotions that match individual interests and betting behaviors.
- Partner closely with the Lead Development and VIP Account Management teams to ensure seamless lead handoffs and progression through the customer lifecycle.
- Communicate the unique value of Fanatics Sportsbook’s features, loyalty programs, and event access to convert interest into action.
- Maintain detailed CRM records, tracking outreach cadence, lead conversion, and customer preferences.
- Populate and verify Know Your Customer (KYC) information accurately in the CRM system as part of onboarding and engagement processes.
- Analyze outreach effectiveness and continuously refine engagement strategies to maximize conversion and early retention rates.
- Leverage customer data and insights to deliver experiences that feel personal, relevant, and timely.
- Support the presence of Fanatics VIP at key events, activations, and in-person engagements to further drive interest and relationship development.
- Exceed new customer conversion KPIs, including client engagement, VIP conversions, and expected revenue production.
- Stay informed on industry trends, customer feedback, and competitive offerings to bring fresh, innovative ideas to the customer development process.
Experience and Skills Required
- 3 plus years of experience in a sales, customer development, or relationship management role—ideally within gaming, hospitality, luxury goods, or fintech.
- Proven success in converting warm leads into high-value customers using personalized outreach strategies.
- Excellent interpersonal and communication skills, with the ability to quickly build trust and rapport.
- Experience with CRM systems (e.g., Salesforce, HubSpot) and data-driven engagement tools.
- Strong organizational skills and attention to detail, with the ability to manage multiple high-touch interactions simultaneously.
- Passion for sports, betting, and creating standout customer experiences.
- Flexibility to work evenings, weekends, and holidays based on sports calendars and promotional needs.
- Up to 25% travel for customer-facing events and internal team meetings.
- Legal residence in a state where online sports betting is permitted.
Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.
For information about our benefits, please visit https://benefitsatfanatics.com/
Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/
Salary Range
$80,000 - $100,000 USD
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