Director, VIP Experience – Loyalty

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $140k - $180k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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PrizePicks

WebsiteLinkedInAll Job Openings

201 - 500 employees

🎮 Gaming

⚽ Sports

Gaming • Sports

PrizePicks is an innovative platform that offers a dynamic and interactive way to engage in daily fantasy sports and esports. Users can make predictions on player performances across various sports, including NFL, NBA, MLB, CFB, and more, with the opportunity to win up to 1000x their entry fee. PrizePicks operates legally in 43 U. S. states, Washington D. C. , and Canada, providing a wide range of betting options, including Pick 'Em and Pick 'Em Arena, where users compete against each other for cash rewards. The company emphasizes user engagement with features such as recurring promos and the Streak game, which is free to play and allows participants to earn by building daily win streaks. PrizePicks ensures secure transactions and fast payouts, enhancing user experience and satisfaction in the sphere of real money sports betting.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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