CRM Operations Manager

About This Role

This role involves driving CRM communication strategy and identifying process improvements for FanDuel's customer engagement programs across multiple brand verticals. The manager will oversee end-to-end execution of CRM campaigns, manage CRM tooling, and lead a team of direct reports to optimize operational efficiency.

Responsibilities

• Oversee the end-to-end execution of CRM campaigns across all Flywheel & New Venture products, ensuring flawless delivery across email, push, and in-app channels.
• Manage CRM tooling and systems, ensuring efficient processes, optimal deliverability, and high performance across platforms.
• Lead a team of 3+ direct reports, providing coaching, performance management, and development opportunities.
• Work collaboratively with the QA team to refine campaign QA processes to ensure content accuracy, personalization logic, targeting, and tracking.
• Develop and maintain scalable workflows that streamline campaign execution across Marketing, Creative, and Data teams.
• Collaborate with cross-functional partners to drive operational improvements and support personalization efforts.
• Own documentation and playbooks for CRM processes, campaign guidelines, QA protocols, and platform best practices.
• Identify and implement opportunities to automate repetitive tasks and improve team efficiency.
• Monitor key performance indicators related to campaign execution, deliverability, and customer contactability, flagging anomalies and recommending improvements.
• Support A/B testing and personalization strategies, ensuring accurate technical execution and proper measurement setup.
• Train, mentor, and support junior team members in execution best practices and CRM tooling.

Requirements

• 4-6 years of experience in CRM, marketing operations, or marketing automation
• 2+ years of experience managing a team of at least 3 direct reports
• Strong understanding of CRM systems (e.g., Braze, Salesforce Marketing Cloud, Iterable, XP)
• Familiarity with HTML/CSS for email editing
• Deep knowledge of QA processes and customer segmentation logic
• Proven ability to manage multiple campaigns and competing priorities in a deadline-driven environment
• Strong analytical skills with the ability to identify and troubleshoot campaign issues
• Detail-oriented with a passion for process and operational excellence
• Experience collaborating cross-functionally with technical and non-technical teams
• Familiarity with A/B testing frameworks and CRM personalization strategies
• Comfortable working with documentation & project management tools (e.g., Confluence, Asana)
• Advanced proficiency manipulating data and performing calculations in Excel (VLOOKUP, Pivot Tables, SUMIF statements, etc.)
• Excellent verbal and written communication skills

Qualifications

• Bachelor's Degree preferred
• 4-6 years of experience in CRM, marketing operations, or marketing automation, with 2+ years managing a team of at least 3 direct reports

Nice to Have

• Experience with Personalization tooling (Movable Ink, preferred)
• SQL knowledge
• Knowledge of Photoshop
• Avid sports and gaming fan, and have played FanDuel or competitive products
• Willingness to work nontraditional hours, including weekends and evening shifts

Skills

* Required skills

Benefits