Fanatics · 1 day ago
VIP Account Manager
Cleveland, OH
Full-time
Hybrid
Mid Level
$80K/yr - $100K/yr
4+ years expFanatics Betting & Gaming is seeking a VIP Account Manager to cultivate and grow our most valuable customer relationships. The role focuses on delivering personalized service and luxury hospitality experiences while managing a portfolio of VIP customers and collaborating across departments to enhance customer satisfaction.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
Own and develop a portfolio of VIP customers, serving as their primary point of contact
Obsess over the details, delivering personalized, luxury hospitality experiences in every interaction with customers
Drive engagement with Fanatics ONE loyalty program, developing a deep understanding of the value proposition unique to each customer’s needs and preferences
Collaborate across departments (Trading, Marketing, Events, and Responsible Gaming) to align on strategy, ensure player satisfaction, and meet business objectives
Anticipate and address customer objections with confidence and integrity, educating VIPs on Fanatics’ product strengths, security, and long-term value versus competitors
Cultivate referral opportunities by delivering memorable experiences that inspire advocacy and word-of-mouth growth
Meet and exceed service, retention, and engagement targets, balancing hospitality excellence with commercial outcomes
Represent the voice of the VIP player, providing feedback and insights that shape product, marketing, and experience innovation
Collaborate with Marketing & Events team to host best-in-class hospitality events (e.g., Super Bowl, Fanatics Fest) and activations in-person with your customers across the country
Ensure responsible gaming policies and measures are upheld at all times
Qualification
Required
4+ years of experience in luxury hospitality, high-end customer service, gaming, entertainment, private wealth management or sports relationship management
High EQ, charisma, integrity, and grit with the instinct to read a room and make everyone feel like a priority
Strong communication skills, both in person and in writing, with strong emotional intelligence and polish under pressure
Deep interest in sports, events, and culture, and the ability to translate that passion into authentic customer engagement
Distinctive professionalism, preparation, and relationship-building
Understanding of competitor offerings and the ability to articulate Fanatics' differentiators in a credible, consultative way
Entrepreneurial mindset, thrives in fast-paced, highly-competitive environments where priorities evolve quickly and initiative is expected
Strong organizational and planning skills, with ability to stay on top of and prioritize many tasks simultaneously
Ability to work flexible hours, including evenings and weekends, and travel up to 25% for events and activations
Legal residence in a state where online sports betting is legalized or willingness to relocate
Preferred
Familiarity with Salesforce or a comparable CRM tool, Tableau or a comparable data visualization tool, and Slack is a plus
Knowledge of the sportsbook or online gaming industry is a plus, but a commitment to hospitality excellence is essential
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Rochester Business Journal
2025-12-24
2025-12-24
Company data provided by crunchbase