The Challenge
FanDuel is scaling customer engagement across multiple product verticals (Fantasy Sports, Racing, Picks) and needs an experienced CRM Operations Manager to own end-to-end campaign execution, team leadership, and process optimization. You'll drive operational efficiency while managing campaigns across email, push, and in-app channels for a major sports betting platform.
Your Mission
Audit current CRM processes across all Flywheel & New Venture products; document gaps and create standardized playbooks for campaign QA, segmentation, and personalization
Onboard and structure your team of 3+ direct reports with clear performance expectations, training protocols, and development plans
Reduce campaign launch cycle time by 20% through automation opportunities and workflow refinement with Marketing, Creative, and Data teams
Establish baseline KPIs for deliverability, contractability, and campaign execution accuracy across all channels
Implement 3-5 process automations that eliminate repetitive tasks and free up team capacity for higher-impact work
Improve campaign QA accuracy rate to 98%+ through refined processes and team training
Scale personalization strategy: execute A/B testing framework across 50%+ of campaigns with proper tracking and measurement setup
Develop CRM Operations team into cross-functional thought partner; lead quarterly process improvement initiatives with 2+ implemented recommendations
KPIs You'll Own
Campaign Execution Accuracy
QA pass rate on content, personalization logic, targeting, and tracking before campaign launch
Email Deliverability Rate
Percentage of emails successfully delivered across Flywheel and New Venture products
Campaign Launch Cycle Time
Days from brief to live across email, push, and in-app channels
Team Productivity
Campaigns executed per team member per month; tracked against automation and process improvements
Customer Contractability
Campaign engagement and response metrics; flagged anomalies and improvement recommendations
Tools & Stack
Your Team
Your Manager
Not specified; likely Director of CRM or VP Marketing
Current Team
Team of 3+ direct reports across CRM execution and campaign operations
New hire or backfill
The Package
Salary
$130K-$160K base
Remote
On-site in New York, NY
Benefits & Perks
Company Intelligence
FanDuel is a leading sports betting and gaming platform operating across multiple verticals including Fantasy Sports, Racing, and Picks. The company is scaling its customer engagement capabilities and CRM operations to support rapid product growth and revenue initiatives.
Is This Role For You?
- You've managed a CRM or marketing ops team of 3+ people and know how to coach operators through execution at scale
- You're fluent in platforms like Braze or Salesforce Marketing Cloud and comfortable troubleshooting deliverability, segmentation, and personalization logic
- You obsess over process: documentation, playbooks, QA protocols, and automation opportunities energize you
- You thrive in fast-paced, deadline-driven environments with competing priorities across multiple product lines
- You're looking for remote work or flexibility—this role is on-site in NYC
- CRM platform experience or team leadership experience is limited; this role requires both at depth
- You prefer individual contributor work over people management and process ownership
Interview Process
Phone Screen
Recruiter conversation on CRM background, team leadership experience, and interest in FanDuel's product verticals
Technical Interview
Deep dive on CRM platform expertise, QA processes, and how you've optimized campaign workflows; expect specific tool/scenario questions
Leadership Interview
Cross-functional stakeholder meeting (likely Marketing lead, Data partner) to assess collaboration style and process improvement thinking
Team Interview
Meet with direct reports or peer CRM operators to discuss team dynamics, coaching approach, and operational philosophy
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.