CRM Manager, Operations

Job description

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We’re not waiting for the future to arrive. We’re shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together. The Crown Is Yours As a CRM Manager, you'll lead the execution and evolution of customer communications that drive engagement, retention, and loyalty. You'll guide a team responsible for delivering high-quality campaigns while partnering with cross-functional stakeholders to shape the communications calendar and keep priorities moving forward. With a focus on operational excellence, you'll strengthen workflows, identify opportunities to work more effectively, and help elevate how we connect with customers across our platforms. What You'll Do Lead and develop a team, managing day-to-day priorities, balancing workloads, and ensuring high-quality work is delivered on time. Drive customer engagement and revenue by executing against established goals and key performance indicators. Oversee the end-to-end execution of customer communications, including campaign setup, quality assurance, and adherence to legal and regulatory requirements. Partner with cross-functional teams and CRM stakeholders to develop messaging, coordinate workflows, manage the communications calendar, and deliver campaigns on schedule. Identify opportunities to improve CRM operations, streamline processes, and build scalable ways of working that strengthen campaign execution. Bring forward new ideas and use AI-powered tools where appropriate to improve workflows and support planning for upcoming campaigns and initiatives. Set and continuously elevate standards across communication channels through strong leadership, consistent processes, and close attention to detail. What You'll Bring Bachelor's degree in Marketing, Business, Analytics, or a related field. At least 5 years of experience in CRM, marketing, project management, operations, or a related field, preferably within technology, e-commerce, or regulated gaming. People management experience with a track record of coaching, developing, and supporting high-performing teams. Strong organizational skills and attention to detail, with the ability to manage multiple priorities and deliver high-quality work within challenging timelines. A data-driven, strategic mindset and an interest in sports, gaming, or technology. Strong written and verbal communication skills, with the ability to collaborate effectively and influence stakeholders across different levels of an organization. The ability to adapt to changing priorities, solve problems, and deliver results in a fast-paced environment. A continuous-improvement mindset with the ability to identify operational opportunities and turn them into more effective processes. #LI-BD1 Join Our Team We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.