Senior Associate, VIP Retention Strategy

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.

Overview

Fanatics Betting & Gaming is seeking a Senior Associate, VIP Retention Strategy to support the strategy behind how our highest-value customers are hosted. Our Account Management and Fanatics ONE Host teams exist to deliver service excellence to VIP customers across sportsbook and casino, and both are evolving quickly as we grow the population we cover.

This role is the strategy and operations engine behind that work. You will help raise the standard of our hosting program, translate the commercial strategies set by the sportsbook and casino teams into what hosts actually do day to day, and build the measurement and process that tell us whether it is working. You will partner closely with host leadership, analytics, and product, and your work will be visible to senior leadership.

Key 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.

Experience & Skills

• 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.

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/

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