Customer Marketing Senior Manager, CRM Performance

THE POSITION Our roster has an opening with your name on it FanDuel is looking for a Senior Manager, CRM Performance to lead a new capability within Customer Marketing focused on making our Sportsbook customer communications more effective, personalized, and commercially impactful. This role sits at the intersection of lifecycle marketing, customer behavior, data, and communications—owning how we understand and optimize the customer performance journey across every message and channel. You will lead a team and partner closely with Lifecycle, Loyalty, Strategic Campaigns, CRM Operations, Data Science, Experimentation, Analytics, Product, Martech, Creative, and other cross-functional teams to ensure we deliver the right message to the right customer at the right time. This is a strategic leadership role for a CRM marketer who understands the scale and complexity of a business like FanDuel and can turn that complexity into smarter customer experiences and stronger business outcomes. THE GAME PLAN Everyone on our team has a part to play • Own the strategy for CRM Performance across Sportsbook, establishing the framework for how communications should be planned, prioritized, measured, and optimized across customer segments, lifecycle stages, campaigns, and channels. • Lead the 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 behavior, sporting calendar, seasonality, competitive dynamics, and campaign priorities into recommendations for what we should communicate, to whom, when, and through which channel. • Define the strategy for customer contact management, balancing the need to drive engagement with the quality of the customer experience and protecting against over-messaging, fatigue, and conflicting communications. • Partner with Enablement to identify and unlock new decisioning capabilities, data sources, and tooling that enable more intelligent audience selection, personalization, 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. THE STATS What we’re looking for in our teammate • 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 optimizing investment and performance. • Demonstrated experience designing and in