Customer Marketing Senior Manager, CRM Performance

FanDuel is seeking 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. The role sits at the intersection of lifecycle marketing, customer behaviour, data, and communications, owning how the customer performance journey is understood and optimised across every message and channel. The position leads a team and partners closely with Lifecycle, Loyalty, Strategic Campaigns, CRM Operations, Data Science, Experimentation, Analytics, Product, Martech, Creative, and other cross-functional teams.

• Own the strategy for CRM Performance across Sportsbook, establishing the framework for planning, prioritising, measuring, and optimising communications across customer segments, lifecycle stages, campaigns, and channels.
• Lead 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 to communicate, to whom, when, and through which channel.
• Define the strategy for customer contact management, balancing engagement with customer experience quality and protecting against over-messaging, fatigue, and conflicting communications.
• Partner with Enablement to identify and unlock new decisioning capabilities, data sources, and tooling for 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.
• 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 optimising 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, personalisation, and automation to marketing programs.
• Strong understanding of customer behaviour 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 prioritisation 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.

• Array of health plans to choose from, some as low as $0 per paycheck, including programs for fertility and family planning, mental health support, and fitness benefits.
• Medical, vision, and dental insurance; life insurance; and disability insurance.
• Generous paid time off (PTO and sick leave), paid personal time off, 14 paid company holidays, and paid sick time in accordance with applicable state and federal laws.
• Annual bonus and long-term incentive opportunities based on performance, plus eligibility for short-term or long-term incentive compensation including cash bonuses and stock program participation.
• 401k with up to a 5% match.
• Commuter benefits and pet insurance.
• Benefits differ across location, role, and level.

FanDuel Group is the premier mobile gaming company in the United States and Canada, with a portfolio of leading brands including FanDuel Sportsbook, FanDuel Casino, FanDuel Racing, and its daily fantasy sports product. FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator, traded on the New York Stock Exchange (NYSE: FLUT).