CRM Manager, Operations
Core
Lead the execution and evolution of customer communications to drive engagement, retention, and loyalty for DraftKings customers.
Role type
Senior CRM Manager (Operations & Team Lead)
Builds
High-quality customer communication campaigns and scalable operational workflows
Domain
Regulated gaming / Sports betting / Customer Experience
Deliverable
product features
Required skills
Team leadership, CRM strategy, Campaign execution, Process improvement, Cross-functional collaboration, Data-driven decision making, Regulatory compliance, Project management, Operational excellence
Preferred skills
AI tool adoption, Sports/gaming industry knowledge, Technology sector experience
Technologies
AI-powered tools
Responsibilities
Lead and develop a team to manage day-to-day priorities and ensure high-quality delivery; Drive customer engagement and revenue by executing against established goals and KPIs; Oversee end-to-end execution of customer communications including campaign setup and quality assurance; Partner with stakeholders to develop messaging and manage the communications calendar; Identify opportunities to improve CRM operations and build scalable ways of working; Set and elevate standards across communication channels through strong leadership and consistent processes