VIP Associate Account Manager

About the role

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin. Fanatics Betting & Gaming is seeking a VIP Associate Account Manager to cultivate and grow relationships with some of our most valuable customers. You will own a portfolio of VIP players while learning the business alongside an experienced manager and a team of hospitality-obsessed hosts. Personalized service, attention to detail, and a commitment to exceeding expectations are in the DNA of this role. You will deliver exceptional experiences, learn the fundamentals of VIP relationship management, and build the foundation for a career in sports, hospitality, and gaming.

Responsibilities

• Own a moderate portfolio of VIP customers, serving as their primary point of contact with guidance and mentorship from a tenured Account Manager
• Deliver personalized, luxury hospitality experiences across all customer interactions, obsessing over the details
• Drive engagement with the Fanatics ONE loyalty program, developing a deep understanding of the value proposition unique to each customer's needs and preferences
• Research and qualify customers by identifying key variables such as preferred bet types, offers, play summary, and competitor activity to inform engagement strategy
• Document customer insights and feedback in real time, following up with thoughtful gestures or next-step plans that strengthen rapport and retention
• Learn and apply objection-handling techniques to educate customers on product differentiators and reinforce Fanatics' value proposition
• Meet and exceed service, retention, and engagement goals set forth by VIP team leadership
• Learn to evaluate customer data and engagement trends to identify opportunities to increase activity, loyalty, and satisfaction
• Collaborate across departments (Trading, Marketing, Events, and Responsible Gaming) to ensure alignment and a seamless customer experience
• Ensure responsible gaming policies and measures are upheld at all times

Requirements

• 0-2 years of experience in hospitality, customer service, sales, private wealth management, relationship management, or a strong desire to break into the industry
• High EQ, charisma, integrity, and grit with the instinct to read a room and make every customer feel like a priority
• Strong communication skills, both in person and in writing, with polish, emotional intelligence, and professionalism under pressure
• Proactive learner who prepares thoroughly for every customer interaction, researches competitors, and asks powerful, open-ended questions to understand customer motivations
• Demonstrates strong work ethic, professionalism, and curiosity with eagerness to develop personal brand within the team
• Deep interest in sports, events, and culture, with the ability to translate that passion into authentic customer engagement
• Entrepreneurial mindset, thrives in fast-paced, highly-competitive environments where priorities evolve quickly and initiative is expected
• Familiarity with Salesforce or a comparable CRM tool, Tableau or a comparable data visualization tool, and Slack is a plus
• Comfortable working in a target-driven environment
• Ability to work flexible hours, including evenings and weekends, and travel up to 25% for e

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