Director of Client Services

Summary

Join FanDuel Group as the VIP Director of Client Services to elevate our VIP hospitality program. You will manage hospitality assets for top customers, plan and deliver personalized VIP experiences, and foster relationships with key clients and brands. This role involves tracking customer service metrics, responding to inquiries, and collaborating with partners to identify new business opportunities. You will also oversee team performance, ensure compliance with Responsible Gaming protocols, and manage VIP reward programs. The position requires strong leadership, customer service, and data analysis skills.

Requirements

• Bachelor's degree in business, marketing or related field with a strong academic record preferred
• 5 years of experience in a customer service field
• Proven record of managing teams
• Experience evaluating opportunities and utilizing data to support key decisions
• Clear communicator and multitasker, with the ability to manage multiple deadlines across internal and external stakeholders with ease
• Positive attitude with commitment to provide excellent customer service through exceptional attention to detail and organizational skills
• Intuitive / Problem Solver. Able to adapt in certain situations. Someone who is proactive and willing to test ideas, constantly looking for ways to enhance and stay ahead of the competition
• Willing and able to work non-traditional business hours

Responsibilities

• Lead our FanDuel shield select hospitality team to create a best in class VIP service
• Planning, developing and managing VIP customers personalized experiences
• Establish and maintain relationships with the VIP customers and premium brands within the shield select program to ensure the highest level of customer service
• Track and report on customer service metrics and utilize data points to understand trends and identify new opportunities
• Respond to customer enquiries and complaints in a timely and professional manner
• Travel and host both VIP customers experiences and partner networking opportunities
• Collaborate with premium companies across the entertainment business to help identify new business opportunities and further develop the program services
• Monitor overall team performance to ensure that our VIP offerings as part of this program are offered in accordance with FanDuel best practices and have the required approvals needed
• Deliver against company Responsible Gaming protocols and act as a point of facilitation for escalation
• Provide oversight of VIP Player Reward programs and ensure adherence to company guidelines
• Ensure teams are operating with compliance, sustainability and customer safety is at the heart of all we do

Benefits

• We offer amazing benefits above and beyond the basics
• We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits
• We offer generous paid time off (PTO & sick leave)
• Annual bonus and long-term incentive opportunities (based on performance)
• 401k with up to a 5% match
• Commuter benefits
• Pet insurance
• Medical, vision, and dental insurance
• Life insurance
• Disability insurance
• A 401(k) matching program
• 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