Manager, Customer Development

GamblingCareers.com is seeking a Manager of Customer Development to join the Fanatics Betting & Gaming VIP team. This role focuses on nurturing relationships with high-potential clients and converting warm leads into loyal players through personalized outreach and engagement.

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

Requirements:

• 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