VIP Area Director - Casino

ABOUT FANDUEL

FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.

FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey, Georgia, California, Oregon, Canada and Scotland.

Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.

FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

THE ROSTER

At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.

THE POSITION
Our roster has an opening with your name on it

FanDuel Group is looking to expand its VIP department for our online casino.  We are looking to recruit a VIP Accounts Area Director to manage operations of key casino state(s). 

As a VIP Accounts Area Director, you will oversee Team Managers in your designated key state(s) and manage a VIP team who hosts a portfolio of high value customers. A key part of this team’s role revolves around cultivating relationships with our VIP customer base to ensure that FanDuel is their top choice when it comes to Casino gaming. You will mentor your team to build strong relationships with their VIP customer portfolios in order to increase customer loyalty, while adhering to the highest compliance standards in the industry. A key part of the role will be managing a high performing team of Account Managers, Team Managers and/or Senior Managers who will be measured across multiple customer service metrics.  This role will also liaise with other departments to identify new opportunities to enhance the FanDuel VIP value proposition for our customers.

THE GAME PLAN
Everyone on our team has a part to play

• Effectively manage and coach a FanDuel Group VIP team in order to guide them towards KPIs geared around service levels and customer satisfaction
• Build out essential monthly / quarterly plans for your area's Account Managers, that execute the department's strategy
• Collaborate with other VIP Area Directors & Senior Managers to deliver a holistic view on FanDuel group VIP customers
• Be accountable for your team's Account Manager service scorecard performance
• Build strong development plans for each employee within your area
• Be the key escalation point for all VIP BAU issues that may arise
• Work with internal stakeholders on ensuring the highest quality training programs are in place, focusing on Compliance, Customer Experience and Professionalism
• Keep Compliance and Responsible Gaming at the heart of all we do
• Monitor overall team performance to ensure that bonuses, gifts, and hospitality invitations are offered in a responsible manner in accordance with business requirements
• Execute upon VIP Senior Director / VP's initiatives regarding performance & strategy
• Meet and host VIPs at Hospitality events and mentor team members to do the same
• Deliver against company Responsible Gaming protocols
• Provide strong leadership, professionalism and strategic planning for your Area  

THE STATS
What we're looking for in our next teammate

• Minimum of 8 years of experience in high end customer service field is essential
• Minimum of 5 years casino industry experience
• Minimum of 3 years of management experience