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VIP Director - Casino
ABOUT FANDUEL
FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.
FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey, Georgia, California, Oregon, Canada and Scotland.
Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.
FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).
THE ROSTER
At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.
THE POSITION
Our roster has an opening with your name on it
FanDuel Group is looking to expand its VIP department for our online casino. We are looking to recruit a VIP Accounts Area Director to manage operations of key casino state(s).
As a VIP Accounts Area Director, you will oversee Team Managers in your designated key state(s) and manage a VIP team who hosts a portfolio of high value customers. A key part of this team’s role revolves around cultivating relationships with our VIP customer base to ensure that FanDuel is their top choice when it comes to Casino gaming. You will mentor your team to build strong relationships with their VIP customer portfolios in order to increase customer loyalty, while adhering to the highest compliance standards in the industry. A key part of the role will be managing a high performing team of Account Managers, Team Managers and/or Senior Managers who will be measured across multiple customer service metrics. This role will also liaise with other departments to identify new opportunities to enhance the FanDuel VIP value proposition for our customers.
THE GAME PLAN
Everyone on our team has a part to play
- Effectively manage and coach a FanDuel Group VIP team in order to guide them towards KPIs geared around service levels and customer satisfaction
- Build out essential monthly / quarterly plans for your area's Account Managers, that execute the department's strategy
- Collaborate with other VIP Area Directors & Senior Managers to deliver a holistic view on FanDuel group VIP customers
- Be accountable for your team's Account Manager service scorecard performance
- Build strong development plans for each employee within your area
- Be the key escalation point for all VIP BAU issues that may arise
- Work with internal stakeholders on ensuring the highest quality training programs are in place, focusing on Compliance, Customer Experience and Professionalism
- Keep Compliance and Responsible Gaming at the heart of all we do
- Monitor overall team performance to ensure that bonuses, gifts, and hospitality invitations are offered in a responsible manner in accordance with business requirements
- Execute upon VIP Senior Director / VP's initiatives regarding performance & strategy
- Meet and host VIPs at Hospitality events and mentor team members to do the same
- Deliver against company Responsible Gaming protocols
- Provide strong leadership, professionalism and strategic planning for your Area
THE STATS
What we're looking for in our next teammate
- Minimum of 8 years of experience in high end customer service field is essential
- Minimum of 5 years casino industry experience
- Minimum of 3 years of management experience
- Excellent verbal and written communication skills
- Passionate and demonstrate the ability to provide top level service
- Confident and people focused personality
- Excellent analytical skills and experience with Excel
- Ability to interpret and present data to senior management
- Execute targets and deadlines
PLAYER BENEFITS
We treat our team right
From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:
- An exciting and fun environment committed to driving real growth
- Opportunities to build really cool products that fans love
- Mentorship and professional development resources to help you refine your game
- Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another
FanDuel is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!” We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included. We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance. Having a diverse and inclusive workforce is a core value that we believe makes FanDuel stronger and more competitive as One Team!
The applicable salary range for this position is $133,000 - $182,600, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.
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