Director, VIP Strategy & Operations
Fanatics
About the Role
Fanatics is seeking a Director, VIP Strategy & Operations to own three core pillars of the customer ecosystem: reinvestment strategy, flow-through strategy, and marketing and targeting strategy for the VIP Early Lifecycle, including Fast Track, Status Match, Concierge, and VIP Acquisition Operations. This role sits at the center of how customer investment decisions translate into profitable growth, ensuring that wagering activity, reinvestment, and targeting strategies are aligned to maximize long-term value. As a senior leader within the VIP organization, you will partner closely with OSB and OC reinvestment teams, Marketing, Data, Finance, and VIP leadership to design disciplined frameworks that balance growth and profitability, while building operating models that scale.
Key Responsibilities Reinvestment Strategy
- Own the reinvestment strategy across all VIP customer segments, in partnership with the Online Sportsbook and Online Casino reinvestment teams
- Define reinvestment frameworks, guardrails, and prioritization logic that balance customer engagement, retention, and profitability
- Ensure reinvestment decisions are grounded in customer value, lifecycle stage, and expected economic return
- Align reinvestment strategy with broader business objectives and financial targets
Flow-Through / Profitability Strategy
- Own the strategy for maximizing flow-through across all VIP customer segments
- Partner with Finance, Data, and Reinvestment teams to understand drivers of margin, reinvestment efficiency, and customer-level economics
- Design and monitor profitability metrics that connect wagering behavior, reinvestment, and net contribution
- Identify opportunities to improve flow-through through changes in targeting, reinvestment mix, customer segmentation, and lifecycle strategy
- Ensure leadership decisions are informed by a clear understanding of tradeoffs between growth, reinvestment, and profitability
Early Lifecycle Marketing & Targeting Strategy (VIP)
- Own the marketing and targeting strategy for the VIP Early Lifecycle, including Fast Track, Status Match, Concierge, and VIP Acquisition Operations
- Define how high-potential customers are identified, segmented, and activated in early lifecycle stages
- Partner with Marketing, Data, and Acquisition Operations to ensure targeting strategies are data-driven, efficient, and aligned with profitability goals
- Ensure early lifecycle investments are structured to drive sustainable value
Leadership & Team Oversight
- Lead and develop senior leaders responsible for executing early lifecycle programs and acquisition operations
- Oversee a Senior Manager focused on Fast Track Status, Match and Concierge strategy and execution
- Oversee a Manager responsible for VIP Acquisition Operations
- Set clear expectations, priorities, and performance standards across reinvestment, profitability, and early lifecycle strategy
- Coach and develop managers into strong operators and people leaders
Strategic Planning & Executive Communication
- Partner with VIP leadership to define near- and long-term priorities across reinvestment, profitability, and early lifecycle growth
- Translate strategy into execution roadmaps, resourcing plans, and success metrics
- Deliver executive-ready insights and recommendations on customer economics, reinvestment efficiency, and flow-through performance
Qualifications
- 8–12+ years of experience in strategy, operations, finance, growth, or a highly analytical commercial leadership role
- Proven experience owning customer economics, reinvestment strategy, or profitability frameworks in complex businesses
- Experience with marketing, targeting, acquisition, or lifecycle management for high-value customers preferred
- Exceptional executive communication and stakeholder management skills
- Highly analytical, structured, and decisive leader with a strong bias toward data-driven decision-making
- Comfortable operating in ambiguity while building clarity, systems, and durable operating models
Salary range is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. *Salary Range: $190,000 to $215,000 (Salary range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual Offer is confirmed). In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/
Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.
Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.