Customer Marketing Senior Manager - Engagement Strategy

THE POSITION

Our roster has an opening with your name on it

Fan Duel is looking for a Customer Marketing Senior Manager, Engagement Strategy to lead how Fan Duel Predicts communicates with and engages customers across CRM touchpoints. This role is responsible for defining how CRM communications are expressed, sequenced, and continuously improved.

The Customer Marketing Senior Manager, Engagement Strategy will lead the team responsible for message strategy, customer engagement, and test-and-learn, ensuring communications are clear, customer-centric, and evidence-driven. The role brings together lifecycle intent, commercial context, and engagement data to shape messaging and experimentation that improves how customers understand and interact with Fan Duel Predicts over time. Success in this role is measured by communication quality, engagement response, and learning velocity.

This is a strategy, creativity, and learning-led role, not a channel operations role.

In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

Everyone on our team has a part to play

• Communications & Engagement Strategy
  • Own the overarching communications and engagement strategy across all CRM touchpoints
  • Determine how customer intent and business priorities are expressed through messaging
  • Set communication principles and guardrails to balance momentum and fatigue
• Messaging & Narrative
  • Define messaging frameworks and narrative structures
  • Partner with the Go-to-Market team to define CRM creative direction (copy and design) and engagement quality standards
  • Ensure communications build understanding, trust, and confidence in Fan Duel Predicts
• Experimentation & Learning
  • Own the engagement test-and-learn roadmap and experimentation standards
  • Define what to test across communications, why it matters, and how learnings are applied
  • Synthesize engagement learnings into clear insights that inform lifecycle strategy innovation thinking, and future communication approaches
• People Leadership & Cross-Functional Partnership
  • Lead and develop a multidisciplinary engagement team (strategy, creative, learning)
  • Build a strong culture of experimentation, curiosity, and evidence-based decision-making
  • Partner with Product, Commercial, Brand, Operations, and Lifecycle Orchestration teams to enable effective engagement strategies
  • Challenge upstream briefs and requests and when engagement evidence suggests risks to clarity or customer experience

• 6+ years in customer marketing, CRM, or engagement strategy, ideally in fast-scaling digital businesses or new product lines
• 3+ years of managerial experience preferred
• Strong intuition for customer behavior, messaging, and narrative framing
• Experience owning communications strategy across multiple customer contexts, not just lifecycle campaigns
• Demonstrated ability to design and lead experimentation and test-and-learn programs
• Ability to balance creative thinking with rigor, evidence, and strategic tradeoffs
• Comfort influencing cross-functional stakeholders in matrixed orgs (including Product, Commercial, Analytics, Operations, etc.)
• Strong communication skills and the ability to articulate clear POVs on customer engagement and influence stakeholders
• Ability to synthesize complex insights into clear, actionable strategies
• Knowledge of sports and/or experience working within a heavily regulated industry is a plus
• Don’t check all the boxes? That’s okay! We encourage you to still apply if you feel like you possess an adjacent skill set and are interested in learning more about this position.

Fan Duel Group is the premier mobile gaming company in the United States and Canada. Fan Duel Group consists of a portfolio of leading brands across mobile wagering including:
America’s #1 Sports book, Fan Duel Sports book; its leading iGaming platform, Fan Duel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, Fan Duel Racing; and its daily fantasy sports product.

In addition, Fan Duel Group operates Fan…