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Salary: USD 88,000 - 107,000 / annual
Fanatics Betting & Gaming is seeking a Senior Associate, VIP Retention Strategy to serve as the strategy and operations engine behind the company's VIP customer hosting program. You will support the Fanatics ONE Host program and Account Management teams, which deliver service excellence to high-value customers across sportsbook and casino products.
In this role, you will translate commercial strategies from the sportsbook and casino teams into actionable day-to-day playbooks for host teams. You will build and maintain performance reporting that measures hosting effectiveness, retention, and customer engagement. You will define processes, standards, and quality benchmarks that hosts operate from, and design new hosting approaches while measuring results against controls.
Key responsibilities include:
- Supporting the strategy and performance of the Fanatics ONE Host program at scale
- Translating sportsbook and casino commercial strategies into clear plans and playbooks for Account Management and host teams
- Building and maintaining reporting on hosting performance, retention, and customer engagement
- Defining and documenting processes, standards, and playbooks, including tone and quality standards
- Designing and testing new hosting approaches with measurement against controls
- Partnering with analytics and product on tooling and AI-assisted workflows
- Building briefing and insight materials for customer contact preparation
- Supporting the operating cadence of the retention team through recurring reporting, performance reviews, and leadership updates
- Ensuring Responsible Gaming standards are embedded in hosting programs
You will partner closely with host leadership, analytics, product, and senior leadership. Your work will be visible to executive stakeholders and will help raise the standard of the hosting program as it scales.
Requirements:
- 2+ years in betting, gaming, hospitality, or comparable consumer business, ideally in strategy, operations, analytics, or VIP-facing roles
- Strong analytical foundation; comfortable working directly in data, building reporting, and defining metrics
- Working fluency with Excel and exposure to SQL or BI environments
- Clear writing ability; able to translate strategy into playbooks that front-line teams can follow
- Highly organized with discipline to maintain recurring reporting and process documentation
- Comfortable partnering with front-line teams and senior stakeholders outside direct reporting line
- Interest in how service and relationships drive customer loyalty and in scalable service tooling
- Commitment to Responsible Gaming and prioritizing customer wellbeing over commercial outcomes
- Self-starter, detail-oriented, comfortable with ambiguity in a growing function
