Manager, Customer Development

🕒 March 13

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Fanatics, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🎮 Gaming

🛒 Retail

🛍️ eCommerce

Gaming • Retail • eCommerce

Fanatics is building a leading global digital sports platform that aims to enhance the fan experience for over 100 million sports enthusiasts worldwide. The company operates across several divisions including Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. They offer fans the opportunity to buy licensed fan gear, jerseys, lifestyle products, and headwear, collect physical and digital trading cards, sports memorabilia, and other digital assets, as well as engage in sports betting. Fanatics partners with over 900 sports properties globally, including major leagues, teams, and athletes, and operates more than 2,000 retail locations. The company is committed to corporate responsibility with a focus on philanthropy, diversity and inclusion, brand protection, and sustainability.

📋 Description

• 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.

🏖️ Benefits

• Medical • Dental • Vision • 401K • paid time off • GymPass • Pet Insurance • Family Care Benefits • Free Shipt deliveries • Home office setup allowance of $700