Senior Director Product Customer Platform

Senior Director Product, Customer Platform   
  
Overview  

Were building a new UAE-based business spanning Sportsbook, Lottery and a broader Fan Ecosystem, backed by Fanatics and Momentum. As Senior Director - Customer Platform, you’ll own the shared customer capabilities that connect those experiences into one relationship. Your challenge: How do we make it simple, trusted and valuable for customers to join, transact, engage and move across the FanMo ecosystem? 

This is a seat at the table. You’ll define the platform strategy, build the team and partner across Technology, Compliance, Operations, Data and Product to shape the customer experience and scale the business regionally and internationally. Customer Platform is a first-class product domain, not a support function. 

The ideal candidate is a builder and systems thinker who can simplify complex customer, technical and regulatory problems while balancing immediate vertical needs with the long-term platform and building the team and product model as the business takes shape. 

 
Responsibilities  

What you’ll own: 

• Customer Platform strategy and roadmap 
• Product team leadership across the UAE Platform organization 
• Identity, registration, account and KYC 
• Wallet, deposits, withdrawals and payments 
• CRM, lifecycle and customer decisioning 
• Loyalty, rewards and personalization 
• Shared customer preferences and consent 
• Cross-product journeys across Sportsbook, Casino, Lottery and Fan Ecosystem 
• Prioritization of shared capabilities across competing vertical needs 
• Build / partner / reuse decisions 

The key is clear ownership:  

• Vertical teams own their propositions and customer outcomes 
• Customer Platform owns the reusable capabilities that enable them 
• You’ll need to balance speed for individual verticals with building capabilities once, properly, for the whole business 
• You’ll partner closely across Product, Technology and Architecture, Compliance and Responsible Gaming, Operations, Payments and Fraud, Data and Analytics, and Marketing and CRM to deliver a connected customer experience across the FanMo ecosystem. 

Within 12 months, you will have: 

• Established a clear Customer Platform strategy 
• Built a strong UAE Product team 
• Improved registration, verification and payment journeys 
• Created shared CRM, loyalty and personalization capabilities 
• Reduced duplication across verticals 
• Enabled more connected cross-product customer journeys 
• Established clear platform metrics and investment priorities 
• Built strong Product, Technology and Compliance partnerships 

 Required Qualifications  

• 12+ years of Product experience, with significant leadership responsibility across complex consumer platforms 
• Relevant backgrounds could include fintech, banking, wallets, payments, marketplaces, super-apps, gaming, telecom or other regulated B2C products. 
• Experience owning multiple connected platform domains and setting strategy across shared customer capabilities. 
• Experience building and leading Product teams in complex, fast-moving environments. 
• Experience setting multi-year strategy and prioritising significant investment across product domains. 
• Experience working cross-functionally across Product, Engineering, Operations and Compliance. 
• Experience balancing customer conversion with trust, risk and regulatory requirements. 
• Experience influencing multiple product lines with competing priorities and needs. 
• Experience building or materially transforming products, not just maintaining them. 
• Strong product craft across product strategy, platform thinking, customer journeys, experimentation, data, commercial judgement and organisational leadership. 
• Technical fluency to make strong platform trade-offs without trying to be the architect. 
• Experience leveraging AI to improve team effectiveness and identify opportunities to improve customer decisioning, service and personalisation. 

Preferred Qualifications  

• Experience in multiple areas across: UAE or GCC, digital identity or KYC, wallets and payments, CRM or loyalty platforms, regulated gaming, marketplace or ecosystem products and experience building a platform used by multiple product verticals 

If you possess some of these qualifications but not all of them, we still encourage you to apply!