CRM Operations Manager

THE POSITION

Fan Duel is looking for a CRM Operations Manager to help drive our CRM communication strategy, identify process improvements, and support other marketing initiatives. You will play a key role supporting Fan Duel’s customer engagement programs and finding operational efficiency gains. You will oversee and streamline processes across multiple brand verticals including Fantasy Sports, Faceoff, Racing, Picks & any new venture products.

This is an exciting opportunity to help elevate revenue‑driving marketing initiatives at a premier platform.

In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

• Oversee the end‑to‑end execution of CRM campaigns across all Flywheel & New Venture products, ensuring flawless delivery across email, push, and in‑app channels.
• Manage CRM tooling and systems, ensuring efficient processes, optimal deliverability, and high performance across platforms.
• Lead a team of 3+ direct reports, providing coaching, performance management, and development opportunities to support team growth and scalability.
• Work collaboratively with the QA team to refine campaign QA processes to ensure content accuracy, personalization logic, targeting, and tracking are functioning as expected.
• Develop and maintain scalable workflows that streamline campaign execution across Marketing, Creative, and Data teams.
• Collaborate with cross‑functional partners to drive operational improvements and support personalization efforts.
• Own documentation and playbooks for CRM processes, campaign guidelines, QA protocols, and platform best practices.
• Identify and implement opportunities to automate repetitive tasks and improve team efficiency.
• Monitor key performance indicators related to campaign execution, deliverability, and customer contractability, flagging anomalies and recommending improvements.
• Support A/B testing and personalization strategies, ensuring accurate technical execution and proper measurement setup.
• Train, mentor, and support junior team members in execution best practices and CRM tooling.

• 4–6 years of experience in CRM, marketing operations, or marketing automation.
• 2+ years of experience managing a team of at least 3 direct reports.
• Strong understanding of CRM systems (e.g., Braze, Salesforce Marketing Cloud, Iterable, XP), familiarity with HTML/CSS for email editing, and experience with Personalization tooling (Movable Ink, preferred).
• Deep knowledge of QA processes and customer segmentation logic.
• Proven ability to manage multiple campaigns and competing priorities in a deadline‑driven environment.
• Strong analytical skills with the ability to identify and troubleshoot campaign issues.
• Detail‑oriented with a passion for process and operational excellence.
• Experience collaborating cross‑functionally with technical and non‑technical teams.
• Familiarity with A/B testing frameworks and CRM personalization strategies.
• Comfortable working with documentation & project management tools (e.g., Confluence, Asana).
• Bachelor's Degree preferred.
• Advanced proficiency manipulating data and performing calculations in Excel (VLOOKUP, Pivot Tables, SUMIF statements, etc.).
• Excellent team player with strong collaborative skills and the ability to work cross‑functionally, a self‑starter and a quick learner.
• Excellent verbal and written communication skills.
• Strong analytics skills using data to tackle problems and translate results into recommendations.
• Comfortable with querying and logic (SQL knowledge a plus).
• Knowledge of Photoshop preferred.
• Has a positive attitude and loves opportunities to collaborate with others.
• An avid sports and gaming fan, and have played Fan Duel or competitive products.
• Willing to work non‑traditional hours, including weekends and evening shifts.

Fan Duel Group is the premier mobile gaming company in the United States and Canada. Fan Duel Group consists of a portfolio of leading brands across mobile wagering including America’s #1 Sports book, Fan Duel Sports book; its leading iGaming…