CRM Operations Manager

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 is looking for a CRM Operations Manager to help drive our CRM communication strategy, identify process improvements, and support other marketing initiatives. You will play a key role supporting FanDuel’s customer engagement programs and finding operational efficiency gains. You will oversee and streamline processes across multiple brand verticals including, Fantasy Sports, Faceoff, Racing, Picks & any new venture products. This is an exciting opportunity to help elevate revenue driving marketing initiatives at a premier gaming company.

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

• Oversee the end-to-end execution of CRM campaigns across all Flywheel & New Venture products, ensuring flawless delivery across email, push, and in-app channels.
• Manage CRM tooling and systems, ensuring efficient processes, optimal deliverability, and high performance across platforms.
• Lead a team of 3+ direct reports, providing coaching, performance management, and development opportunities to support team growth and scalability.
• Work collaboratively with the QA team to refine campaign QA processes to ensure content accuracy, personalization logic, targeting, and tracking are functioning as expected.
• Develop and maintain scalable workflows that streamline campaign execution across Marketing, Creative, and Data teams.
• Collaborate with cross-functional partners to drive operational improvements and support personalization efforts.
• Own documentation and playbooks for CRM processes, campaign guidelines, QA protocols, and platform best practices.
• Identify and implement opportunities to automate repetitive tasks and improve team efficiency.
• Monitor key performance indicators related to campaign execution, deliverability, and customer contactability, flagging anomalies and recommending improvements.
• Support A/B testing and personalization strategies, ensuring accurate technical execution and proper measurement setup.
• Train, mentor, and support junior team members in execution best practices and CRM tooling.

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

• 4–6 years of experience in CRM, marketing operations, or marketing automation.
• 2+ years of experience managing a team of at least 3 direct reports.
• Strong understanding of CRM systems (e.g., Braze, Salesforce Marketing Cloud, Iterable), familiarity with HTML/CSS for email editing, and experience with Personalization tooling (Movable Ink, preferred).
• Deep knowledge of QA processes and customer segmentation logic.
• Proven ability to manage multiple campaigns and competing priorities in a deadline-driven environment.
• Strong analytical skills with the ability to identify and troubleshoot campaign issues.
• Detail-oriented with a passion for process and operational excellence.
• Experience collaborating cross-functionally with technical and non-technical teams.
• Familiarity with A/B testing frameworks and CRM personalization strategies.
• Comfortable working with documentation & project management tools (e.g., Confluence, Asana).
• Bachelor's Degree preferred.
• Advanced proficiency manipulating data and performing calculations in Excel (VLOOKUP, Pivot Tables, SUMIF statements, etc.)
• Excellent team player with st