CRM & Promo Ops Associate

Overview

As a CRM & Promo Operations Associate at Fanatics Betting & Gaming, you will play a key role in delivering world-class customer engagement through both promotional campaign execution and CRM channel activation. This hybrid role is ideal for someone who is detail-oriented, highly organised, data-curious, and passionate about building great customer experiences for sports fans.

While this role focuses on execution, you will also have meaningful opportunities to contribute to the strategic direction of CRM, Sports book Loyalty, and broader retention initiatives. Your proximity to campaign operations and customer behaviour gives you a valuable voice in shaping how these programmes evolve.

In addition to day‑to‑day execution, this role will have a seat at the table in informing and influencing strategic direction across CRM and Sports book Loyalty.

• Provide insights from campaign performance, customer behaviour, and operational learnings to help shape CRM and Loyalty roadmaps.
• Contribute to discussions around segmentation, eligibility frameworks, promotional design, lifecycle journeys, and channel strategy.
• Represent the operational and customer perspective in cross‑functional meetings with CRM, Loyalty, Marketing, Strategy, and Product.
• Help ensure that strategic decisions are grounded in what’s operationally scalable, customer‑centric, and aligned with regulatory requirements.

This role is ideal for someone eager to learn, contribute ideas, and grow into deeper strategic ownership over time.

• Promotional Operations
  • Support the creation, execution, and post‑campaign analysis of promotional offers that enhance the Sports book and Casino customer experience.
  • Maintain and update promotional databases, Airtable boards, and tracking systems to ensure accuracy and operational readiness.
  • Draft or support the creation of promotional terms & conditions, ensuring consistency, clarity, and compliance with legal and state regulatory requirements.
  • Assist in building creative assets and asset requests required for campaign execution.
  • Actively monitor competitor promotions and industry trends to identify opportunities and feed insights into broader promotional strategy.
  • Troubleshoot promotion‑related issues in real time and support Customer Support teams in resolving customer queries.
• CRM Campaign Execution
  • Build and execute CRM campaigns that drive activation, retention, and loyalty across email, push, and in‑app messaging.
  • Support daily CRM operations including campaign setup, QA, audience selection, asset management, and monitoring.
  • Implement personalisation strategies using tools such as Movable Ink to deliver relevant and timely communications.
  • Collaborate with Analytics to define data attributes required for segmentation and personalisation.
  • Monitor campaign performance and recommend tactical optimisations to improve engagement and conversion.
• Cross‑Functional Collaboration
  • Partner closely with CRM, Marketing, Loyalty, Commercial, Trading, Product, Engineering, Casino, Customer Support, and Data teams.
  • Collaborate with Creative teams to provide feedback and approvals on assets.
  • Champion the customer experience by understanding key user drivers and ensuring communications are clear, valuable, and engaging.
  • Provide regular insight into operational challenges, customer friction points, and process optimisation opportunities.
• Process & Operational Excellence
  • Identify opportunities to streamline workflows and enhance CRM and promotional processes.
  • Ensure all campaigns adhere to internal governance, regulatory guidelines, and industry best practices.
  • Maintain robust documentation to support scalability and team alignment.
• Work Pattern
  • Flexibility will be required, including evenings, weekends, and holidays during peak sporting or promotional periods.
  • Periodic on‑call shifts will also be required; compensatory time off arranged on a case‑by‑case basis at manager’s discretion.

• A passion for sports and an intuitive understanding of sports fan behaviour.
• High attention to detail and experience managing complex workflows.
• Strong communication skills with the…