Strategy & Operations Lead, RCM
Rockstar
Senior Manager, VIP Strategy – Operations
Fanatics
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $167,000 per year
Job Level
Senior
About the role
- Own the end-to-end design, execution, and optimization of Status Match, Fast Track, and FanaticsONE promotions.
- Lead program governance, manage operations, partner with CRM and Marketing teams to execute at scale.
- Collaborate closely with Account Managers and VIP Hosts to create a clear bridge between acquisition programs and long-term VIP hosting.
- Oversee daily and weekly operations of Fast Track and Status Match pipelines, ensuring smooth workflows, accurate fulfillment, and customer-first experiences.
- Drive the governance of eligibility criteria, tier multipliers, FanCash drops, and promotional rules, ensuring compliance and precision.
- Identify and implement automation and process improvements within Salesforce and CRM platforms to enhance speed and scalability.
- Collaborate with Account Managers and VIP Hosts to ensure timely and seamless handoff of customers transitioning into Platinum and top-tier statuses.
- Partner with Product, Tech, and Ops teams to enhance internal tools, data flows, and reporting capabilities.
- Act as the internal subject-matter expert on Status Match, Fast Track, and promotional strategies, providing guidance to stakeholders across the business.
- Own reporting and performance tracking for Status Match, Fast Track, and promotion programs.
- Monitor key KPIs: conversion rates, engagement, retention, share of wallet, and ROI on promotions.
- Deliver structured insights and recommendations to senior leadership to refine strategy and scale successful initiatives.
Requirements
- 5–7 years of experience in VIP engagement, loyalty marketing, or player development (sportsbook/casino/gaming industry strongly preferred).
- Proven ability to design, scale, and optimize customer lifecycle programs.
- Deep familiarity with Salesforce, CRM platforms, and segmentation tools; comfortable navigating data to drive decisions.
- Strong communication and leadership skills—able to align cross-functional teams and influence stakeholders at multiple levels.
- Highly organized, detail-oriented, and adept at balancing strategy with operational execution. A growth mindset: proactive, analytical, and motivated by experimentation and continuous improvement.
Benefits
- full-time employment
- bonuses
- more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
program governanceoperations managementcustomer lifecycle programsautomationprocess improvementsreportingperformance trackingdata analysisKPI monitoringsegmentation
Soft skills
communicationleadershiporganizational skillsdetail-orientedstrategic thinkingproactiveanalyticalinfluencingcollaborationgrowth mindset
