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Fanatics Betting & Gaming is seeking a Senior Campaign Operations Manager to lead operational delivery across CRM, Promotional Operations, and Front-End Content & Merchandising for the Casino business. This is a hands-on leadership role responsible for end-to-end accountability of campaign, promotion, and content delivery across all owned channels.
Key Responsibilities:
Delivery Accountability & Operational Control: Hold end-to-end accountability for operational running of campaigns, promotions, and front-end content delivery. Maintain complete visibility of delivery status, live risk, and upcoming critical moments. Hold the team accountable for quality and timeliness, stepping in directly when delivery or player experience is at risk.
Incident Management & Operational Resilience: Own on-call coverage and incident response for live campaigns, promotions, and content. Troubleshoot platform and execution issues hands-on, coordinating containment, stakeholder communications, and recovery. Establish severity levels, playbooks, and launch monitoring checklists for consistent incident response.
Standards, Governance & Compliance: Set standards for campaign and content setup, audience selection, offer eligibility, testing, deployment, and monitoring. Own the operational QA and release readiness gate, ensuring responsible gaming, privacy, and jurisdictional requirements are met with clear audit trails. Maintain change controls, access permissions, and documentation for compliant execution.
Team Leadership & Capability Building: Lead, coach, and develop the team with clear objectives, decision rights, and performance expectations. Build capability through hands-on coaching, playbooks, and structured knowledge sharing. Create a culture of ownership and continuous improvement where risks are surfaced early and addressed constructively.
Cross-Functional Partnership: Partner with CRM Planning on campaign roadmap and capacity signals. Serve as critical interface into Customer Support and VIP, briefing on upcoming activity and feeding friction points back into delivery standards. Represent operational readiness and delivery risk in cross-functional planning.
Working Arrangements: Canada or UK based, hybrid role within Fanatics' flexible working framework. Close partnership with UK and US-based teams requiring effective collaboration across time zones. Occasional evening or weekend work during peak promotional periods. Participation in planned on-call rota required.
Requirements:
Essential:
- 6+ years in CRM, campaign or promotional operations, delivery management, or lifecycle marketing, including proven experience leading and developing a team
- Accountability for high-volume, time-sensitive operational delivery across multiple channels or workstreams in a complex digital consumer business
- Hands-on working knowledge of CRM or promotional bonusing platforms (e.g., XtremePush, Braze, Optimove or similar) strong enough to troubleshoot live issues directly and assess technical risk
- Proven experience leading incident response, on-call governance, or escalation frameworks for live activity, with sound operational judgement under pressure
- Track record of designing or improving operational processes, controls, service levels, and performance reporting, using workflow management tools (e.g., Airtable, Jira)
- Excellent 360° stakeholder management and people leadership, able to influence senior stakeholders across CRM, Product, Compliance, Commercial, Legal, Customer Support, and VIP while raising team capability
Preferred:
- Experience in iGaming, sports betting, or another regulated, compliance-heavy environment
- Knowledge of online casino mechanics, bonusing platforms, and player journeys
- Working knowledge of SQL or BI tools for operational diagnosis, reporting, and performance analysis
- Experience operating in Agile or product-led delivery environments, and scaling operational governance or automation in a high-growth organization
