Director, VIP Experience – Loyalty

🕒 vor 25 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $140.000 - $180.000 / Jahr

⏰ Vollzeit

🔴 Experte

👔 Direktor

👻 Geisterscore 0%

Was es bedeutet: die Wahrscheinlichkeit, dass für diese Stelle niemand wirklich einstellt.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Warum dieser Wert:

• Seit 26 Tagen offen.
• Stellen bei diesem Unternehmen werden meist in 29 Tagen besetzt.

Jetzt Bewerben

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PrizePicks

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

🎮 Gaming

⚽ Sport

Gaming • Sports

PrizePicks ist eine innovative Plattform, die eine dynamische und interaktive Möglichkeit bietet, an täglichen Fantasy-Sportarten und E-Sport teilzunehmen. Nutzer können Vorhersagen über Spielerleistungen in verschiedenen Sportarten, einschließlich NFL, NBA, MLB, CFB und mehr, treffen und die Chance nutzen, das bis zu 1000-fache ihres Einsatzes zu gewinnen. PrizePicks operiert legal in 43 US-Bundesstaaten, Washington D. C. und Kanada und bietet eine Vielzahl von Wettoptionen, einschließlich Pick 'Em und Pick 'Em Arena, wo Benutzer gegeneinander um Geldpreise antreten. Das Unternehmen legt großen Wert auf Benutzerbindung mit Funktionen wie wiederkehrenden Aktionen und dem Streak-Spiel, das kostenlos spielbar ist und Teilnehmer durch das Aufbauen täglicher Gewinnserien verdienen lässt. PrizePicks gewährleistet sichere Transaktionen und schnelle Auszahlungen, um die Nutzererfahrung und -zufriedenheit im Bereich des Wetten mit echtem Geld zu verbessern.

Beschreibung

• Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle and all products • Develop an annual roadmap and operating plan connecting MVP initiatives to retention, engagement, lifetime value, and responsible gaming objectives • Identify opportunities to improve the MVP experience through personalized outreach, rewards, exclusive access, events, and product or service enhancements • Establish decision frameworks for investments, offers, experiences, and escalations while balancing player impact, commercial value, and regulatory requirements • Communicate and present regularly to the executive leadership team • Lead, coach, and develop MVP Managers and Player Representatives • Set team goals, service standards, performance measures, and capacity plans • Build scalable playbooks, training, quality standards, escalation protocols, and knowledge-sharing routines • Design and oversee high-touch engagement strategies to strengthen loyalty and address churn risk • Serve as the senior escalation point for sensitive or complex MVP matters • Ensure a consistent, differentiated MVP experience across digital touchpoints, service interactions, rewards, and live experiences • Use player feedback and relationship-manager insights to improve service design and advocate for MVP players • Own the entire end-to-end MVP experience • Partner with RevOps and CRM teams on targeted lifecycle campaigns, communications, and engagement journeys • Work with Product and Analytics to improve MVP offerings and journeys, assess outcomes, and develop scalable solutions • Collaborate with Customer Support on service expectations, handoffs, and escalation practices • Partner with Compliance and Legal to ensure interactions, rewards, communications, and events meet applicable requirements and company policies • Define and monitor scorecards covering retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming indicators • Translate data and qualitative insights into recommendations for senior leaders • Lead testing and measurement of new MVP initiatives, scaling successful programs and discontinuing ineffective approaches • Establish operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication

🎯 Anforderungen

• 10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience, ideally within gaming, sports betting or DFS • 4+ years of progressive people leadership experience, with a 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, with 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 the ability to present to and influence senior stakeholders and build trusted relationships with high-value players • Experience with CRM platforms, segmentation, loyalty programs, and performance reporting • Familiarity with responsible gaming practices is strongly preferred • Unrelenting passion for delivering exceptional player experiences • A passion for sports, fantasy sports, and/or iGaming is a plus • Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

🏖️ Vorteile

• Company-subsidized medical, dental, & vision plans • 401(k) plan with company match • Annual bonus • Flexible PTO to encourage a healthy work/life balance (2 weeks STRONGLY encouraged!) • Generous paid leave programs, including 16-week paid parental leave and disability benefits • Workplace flexibility and modern work schedules focused on getting the job done, not hours clocked • Company-wide in-person events and team outings • Lifestyle enhancement program • Company equipment provided (Windows & Mac options) • Annual performance reviews with opportunities for growth and career development

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