Director, VIP Experience & Loyalty
New
P
PrizePicksDaily Fantasy Sports
We are open to qualified applicants from anywhere in the U.S. and are willing to consider remote candidates.Full-TimeDirector
Salary140,000 - 180,000 USD per year
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Job Details
- Experience
- 10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience; 4+ years of progressive people leadership experience
- Required Skills
- Data AnalysisCustomer SuccessCRM
Requirements
- 10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience.
- 4+ years of progressive people leadership experience.
- Demonstrated ability to build, coach, and retain high-performing teams.
- Proven success developing and executing customer engagement or loyalty strategies that improve retention, engagement, and lifetime value.
- Strong commercial and analytical judgment, including experience using player or customer data to identify opportunities, measure impact, and make decisions.
- Experience working cross-functionally with marketing, product, analytics, customer support, compliance, and legal stakeholders.
- Excellent written and verbal communication skills, including presenting to and influencing senior stakeholders.
- Experience with CRM platforms, segmentation, loyalty programs, and performance reporting.
- Familiarity with responsible gaming practices is strongly preferred.
- Experience in gaming, sports betting, or DFS is preferred.
Responsibilities
- Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across products.
- Develop an annual roadmap and operating plan tied to retention, engagement, lifetime value, and responsible gaming objectives.
- Set decision frameworks for investments, offers, experiences, and escalations.
- Lead, coach, and develop MVP Managers and Player Representatives; set goals, service standards, performance measures, and capacity plans.
- Build playbooks, training, quality standards, escalation protocols, and knowledge-sharing routines.
- Design high-touch engagement strategies and serve as the senior escalation point for sensitive or complex MVP matters.
- Coordinate with RevOps and CRM, Product, Analytics, Customer Support, Compliance, and Legal to improve campaigns, journeys, service, and player experiences.
- Monitor program performance, translate data and qualitative insights into recommendations, and lead testing and measurement of MVP initiatives.
- Establish operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication.
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