Job Description

VIP Account Manager

Fanatics Betting & Gaming is seeking a VIP Account Manager to cultivate and grow our most valuable customer relationships. You will be the face of Fanatics Betting & Gaming to our VIP players on a team of customer and hospitality-obsessed hosts. Personalized service and hospitality are in the DNA of this role. You will own a portfolio of business and ensuring offers, promotions, and experiences drive successful outcomes for the customer and Fanatics.

Responsibilities:

• Own and develop a portfolio of VIP customers, serving as their primary point of contact
• Obsess over the details, delivering personalized, luxury hospitality experiences in every interaction with customers
• Drive engagement with Fanatics ONE loyalty program, developing a deep understanding of the value proposition unique to each customer's needs and preferences
• Collaborate across departments (Trading, Marketing, Events, and Responsible Gaming) to align on strategy, ensure player satisfaction, and meet business objectives
• Anticipate and address customer objections with confidence and integrity, educating VIPs on Fanatics' product strengths, security, and long-term value versus competitors
• Cultivate referral opportunities by delivering memorable experiences that inspire advocacy and word-of-mouth growth
• Meet and exceed service, retention, and engagement targets, balancing hospitality excellence with commercial outcomes
• Represent the voice of the VIP player, providing feedback and insights that shape product, marketing, and experience innovation
• Collaborate with Marketing & Events team to host best-in-class hospitality events (e.g., Super Bowl, Fanatics Fest) and activations in-person with your customers across the country
• Ensure responsible gaming policies and measures are upheld at all times

Qualifications:

• 4+ years of experience in luxury hospitality, high-end customer service, gaming, entertainment, private wealth management or sports relationship management
• High EQ, charisma, integrity, and grit with the instinct to read a room and make everyone feel like a priority
• Strong communication skills, both in person and in writing, with strong emotional intelligence and polish under pressure
• Deep interest in sports, events, and culture, and the ability to translate that passion into authentic customer engagement
• Distinctive professionalism, preparation, and relationship-building
• Understanding of competitor offerings and the ability to articulate Fanatics' differentiators in a credible, consultative way
• Entrepreneurial mindset, thrives in fast-paced, highly-competitive environments where priorities evolve quickly and initiative is expected
• Strong organizational and planning skills, with ability to stay on top of and prioritize many tasks simultaneously
• Familiarity with Salesforce or a comparable CRM tool, Tableau or a comparable data visualization tool, and Slack is a plus
• Ability to work flexible hours, including evenings and weekends, and travel up to 25% for events and activations
• Knowledge of the sportsbook or online gaming industry is a plus, but a commitment to hospitality excellence is essential
• Legal residence in a state where online sports betting is legalized or willingness to relocate

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