VIP Retention Strategy Lead

Fanatics Betting & Gaming; New York (NY); On-site; USD 88,000 - 107,000; Full time

Job summary

Fanatics Betting & Gaming in New York seeks a Senior Associate, VIP Retention Strategy to drive how we host high-value customers across sportsbook and casino. You will translate commercial strategies into host plans and build metrics, processes, and reporting.

You will partner with analytics, product, and host leadership to scale hosting, measure retention, and ensure Responsible Gaming standards are embedded in programs. This role is designed to evolve with our growing VIP program.

Qualifications

• 2+ years in betting, gaming, hospitality, or a comparable consumer business, ideally in a strategy, operations, analytics, or VIP-facing role.
• Strong analytical foundation, comfortable working directly in data, building reporting, and defining metrics. Working fluency with Excel and exposure to SQL or a BI environment.
• Clear writer, able to turn a strategy into a playbook that a front-line team can actually follow.
• Highly organized, with the discipline to keep recurring reporting and process documentation current.
• Comfortable partnering with front-line teams and senior stakeholders outside your direct reporting line.
• Interest in how service and relationships drive customer loyalty, and in the tooling that makes service scalable.
• Commitment to Responsible Gaming and to keeping customer wellbeing ahead of commercial outcomes.
• Self-starter, detail-oriented, and comfortable with ambiguity in a function that is still being built.

Responsibilities

• Support the strategy and performance of the Fanatics ONE Host program, raising the standard of service it delivers at scale.
• Translate sportsbook and casino commercial strategies into clear plans and playbooks for the Account Management and host teams.
• Build and maintain the reporting that measures hosting performance, retention, and customer engagement.
• Define and document the processes, standards, and playbooks hosts work from, including tone and quality standards.
• Help design and test new hosting approaches, and measure results against a control.
• Partner with analytics and product on the tooling and AI-assisted workflows that make hosts more effective.
• Build the briefing and insight materials hosts use to prepare for customer contact.
• Support the operating cadence of the retention team: recurring reporting, performance reviews, and leadership updates.
• Ensure Responsible Gaming standards are built into hosting programs rather than applied after the fact.

Skills

Betting / Gaming

Analytics

Excel

SQL

Communication

Tools

BI tools

Job description

Fanatics Betting & Gaming in New York seeks a Senior Associate, VIP Retention Strategy to drive how we host high-value customers across sportsbook and casino. You will translate commercial strategies into host plans and build metrics, processes, and reporting.

You will partner with analytics, product, and host leadership to scale hosting, measure retention, and ensure Responsible Gaming standards are embedded in programs. This role is designed to evolve with our growing VIP program.