Sr. Manager, VIP Conversion
Colorado - Denver
Fanatics Betting & Gaming – Operations /
Salaried /
Hybrid
Company Overview
Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.
As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
The base salary range for this role is $106,000 per year - $158,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming and an equity award.
*Salary range is listed in USD; ranges will change based on country of residence
In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like GymPass, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $500 to set up your home office!
For information about our benefits, please visit https://benefitsatfanatics.com/
Fanatics Sportsbook is seeking a Conversion Senior Manager to lead our efforts in identifying and engaging potential VIP customers. This role is crucial in developing and implementing strategies to expand our VIP customer base. The ideal candidate will be skilled in team leadership, sales strategy, customer engagement, and cross-functional collaboration.
Responsibilities
- Team Leadership and Development:Hire and lead a team of 6-8 senior sales agents, focusing on high performance and effective customer engagement strategies.
- Cultivate a team culture that aligns with the VIP Operations objectives and the company ethos.
- Prospecting and Sales Strategy:Develop and implement strategies to identify and engage potential VIP customers based on criteria like deposit amount, wagering behavior, account profile, and more.
- Ensure the team’s strategy is data-driven and adaptable to new insights.
- Customer Engagement and Handoff Process:Define and refine the warm handoff process to VIP Account Manager Team for a seamless transition into the VIP program.
- Train the team in communicating the benefits of the VIP program and addressing customer queries during the qualification process.
- Collaboration and Issue Resolution:Work closely with VIP Account Managers and internal teams (Culture, Payment, Fraud) to resolve customer issues and ensure customer satisfaction.
- Technology and CRM System Development:Collaborate with engineering and IT teams to develop outbound functionalities in Salesforce and telephone systems.
- Ensure system integration supports the team’s goals efficiently and effectively.
- Script and SOP Development:Work with L&D, Marketing, Commercial, and Legal teams to develop scripts, SOPs, and go-to-market talking points, ensuring compliance and brand alignment.
Skills and Qualifications
- Bachelor’s degree in Business, Marketing, Sales, or related field; Master’s degree preferred.
- Minimum of 5 years experience in sales or customer engagement with a focus on high-value client interactions.
- Proven experience in team leadership and the development of sales strategies.
- Strong understanding of customer relationship management systems, preferably Salesforce.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to analyze data to inform sales strategies and decisions.
- Experience in developing customer engagement scripts and SOPs in compliance with legal standards.
- Collaborative mindset, able to work effectively with cross-functional teams.
- Knowledge of the gaming or betting industry is a plus.
- Capacity to work in a dynamic, fast-paced environment.
- Must be okay with travel for team offsite's and events
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.
Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.
NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA
