Director of Client Services

FanDuel; United States; Remote; USD 134,000 - 167,000; Full time

Job summary

FanDuel is seeking a VIP Director of Client Services to elevate their VIP hospitality program. This role involves managing VIP experiences, ensuring exceptional service, and leveraging data insights to grow customer relationships. Candidates should have significant customer service experience and effective team management skills.

Benefits

Generous paid time off

401k with up to 5% match

Medical, vision, and dental insurance

Pet insurance

Annual bonus opportunities

Qualifications

• 5 years of experience in customer service.
• Proven record of managing teams.
• Ability to evaluate opportunities using data.

Responsibilities

• Lead VIP hospitality team to create a best-in-class service.
• Plan and manage personalized experiences for VIP customers.
• Track customer service metrics and identify new opportunities.

Skills

Customer Service

Team Management

Data Utilization

Communication

Problem Solving

Education

Bachelor's degree in business, marketing or related field

Job description

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 our benefits here: FanDuel Total Rewards . *Benefits differ across location, role, and level.

FanDuel is an equal opportunities employer and we believe, as one of our principles states, “We are One Team!”. As such, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.

The applicable salary range for this position is $134,000 - $167,000 USD, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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