Director of Client Services

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.  

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.

The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, 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 POSITION
Our roster has an opening with your name on it

FanDuel Group is looking for an VIP Director of Client Services to further enhance our VIP hospitality offering by building a best in class program. As the VIP Director of Client Services, you will be managing the portfolio of hospitality assets across FanDuel’s top customers as well as managing the planning and delivery of personalized and curated VIP experiences . Your role will create opportunities to both reward and further develop our relationships with our customers and support our account managers to gain more insights into our most valuable players.

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.

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

• Lead our FanDuel shield select hospitality team to create a best in class VIP service.
• Planning, developing and managing VIP customers personalized experiences.
• Establish and maintain relationships with the VIP customers and premium brands within the shield select program to ensure the highest level of customer service.
• Track and report on customer service metrics and utilize data points to understand trends and identify new opportunities.
• Respond to customer enquiries and complaints in a timely and professional manner.
• Travel and host both VIP customers experiences and partner networking opportunities.
• Collaborate with premium companies across the entertainment business to help identify new business opportunities and further develop the program services.
• Monitor overall team performance to ensure that our VIP offerings as part of this program are offered in accordance with FanDuel best practices and have the required approvals needed.
• Deliver against company Responsible Gaming protocols and act as a point of facilitation for escalation.
• Provide oversight of VIP Player Reward programs and ensure adherence to company guidelines. 
• Ensure teams are operating with compliance, sustainability and customer safety is at the heart of all we do. 

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

• Bachelor's degree in business, marketing or related field with a strong academic record preferred.
• 5 years of experience in a customer service field.
• Proven record of managing teams.
• Experience evaluating opportunities and utilizing data to support key decisions.
• Clear communicator and multitasker, with the ability to manage multiple deadlines across internal and external stakeholders with ease.
• Positive attitude with commitment to provide excellent customer service through exceptional attention to detail and organizational skills.
• Intuitive / Problem Solver. Able to adapt in certain situations. Someone who is proactive and willing to test ideas, constantly looking for ways to enhance and stay ahead of the competition
• Willing and able to work non-traditional business hours

PLAYER BENEFITS
We treat our team right

We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits. We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more - check out all ou