CRM Associate (Lifecycle) – Casino

About Us

About the Team

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.

Role Overview

The CRM Associate (Lifecycle) is responsible for the hands-on execution of lifecycle communications across Fanatics’ CRM ecosystem, delivering multi-channel, multi-touchpoint lifecycle programs across email, push, in-app messaging and in-app placements (e.g. carousels and surfaced app content).

This role has a primary focus on supporting Early Life initiatives, directly partnering with a commercial team that owns Early Life performance, while also playing a key role in the build and delivery of wider lifecycle campaigns across the customer journey.

This is an execution-focused role requiring prior CRM experience and a strong working knowledge of CRM tooling and processes. The CRM Associate owns campaign builds, QA and launch readiness, ensuring communications are delivered accurately, compliantly and to agreed standards of quality and customer experience.

Operating at the intersection of CRM, Marketing, Product, Data, and Commercial teams, this role supports Fanatics’ ambition to become the #1 Online US Casino by 2030 through reliable, scalable, and compliant campaign delivery.

Key Responsibilities Campaign Build & Delivery

• Build, configure and deploy lifecycle communications across email, push, in-app messaging and in-app placements using Xtremepush (XP). 
• Execute Early Life campaigns aligned to commercial priorities and KPIs.
• Support wider lifecycle campaign builds across multiple customer stages.
• Deliver cohesive omni-channel journeys by coordinating messaging across CRM channels and in-app placements.
• Support in-app content placement and merchandising in partnership with Product and Commercial teams.
• Manage end-to-end execution from build through launch, including scheduling, targeting, suppression logic, sequencing and prioritisation.
• Build and maintain automated and triggered lifecycle journeys based on customer behaviour and lifecycle signals.
• Collaborate with CRM, Commercial, GTM, Marketing, Product, Creative and Analytics stakeholders to deliver campaigns on time and to standard. 

QA, Compliance & Launch Readiness

• Own campaign QA, validating content accuracy, personalisation, segmentation, links and delivery logic across all touchpoints.
• Ensure campaigns meet CRM standards, brand guidelines and regulatory requirements prior to launch.
• Monitor launches for key lifecycle moments and escalate risks or issues as needed.
• Maintain CRM templates, QA checklists and build standards to support consistent and reliable execution.

Performance, Data & Optimization

• Monitor campaign delivery and performance metrics, identifying issues, trends and optimisation opportunities.
• Apply insights to improve execution across timing, segmentation and channel mix.
• Support experimentation and incremental optimisation initiatives.
• Build and validate customer segments aligned to lifecycle stage and commercial objectives.
• Partner with Data & Analytics teams to ensure accurate campaign setup and targeting.
• Contribute to improvements in CRM processes, tooling and execution quality based on performance insights and delivery learnings.

Skills & Experience

Essential: 

• 1–3+ years’ hands-on experience in CRM, lifecycle marketing or customer communications.
• Proven experience executing multi-channel campaigns across email, push and in-app.
• Experience with CRM or customer engagement platforms (XP strongly preferred).
• Experience building and validating audience segments using permissions, targeting rules and lifecycle logic.
• Strong analytical mindset with confidence working with customer data and performance outputs.
• Strong attention to detail and confidence owning QA and execution standards.
• Comfortable working in a fast-paced, commercially driven environment.
• Strong communication and cross-functional collaboration skills.

Preferred: 

• Experience with iGaming CRM tools and bonusing platforms.
• Experience supporting Early Life, onboarding, or retention-focused programs.
• Experience in regulated or highly governed environments.
• Familiarity with agile or squad-based delivery models.
• Background in high-growth or scale-up organizations.

Global Ways of Working & Flexibility

• Flexibility required during peak promotional periods, including evenings or weekends.
• Periodic on-call ownership during major campaign moments, with compensatory time provided.
• US-based, hybrid role operating within Fanatics’ flexible working framework.
• Close partnership with UK-based teams, requiring effective collaboration across time zones.
• Fanatics support a culture of trust and autonomy, enabling sustainable global collaboration.

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/