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Fanatics is seeking a Senior Director of CRM & Ecosystem Operations to lead strategy, systems, and execution across lifecycle marketing, promotional operations, and free-to-play engagement on the Fanatics App and broader ecosystem. This is a highly visible leadership role with direct impact on monthly active users (MAU) growth, retention, and ecosystem lifetime value (LTV).
You will own the complete CRM and lifecycle marketing strategy across email, push, in-app, and emerging channels. This includes building scalable segmentation and personalization frameworks leveraging ecosystem data, driving activation, engagement, monetization, and retention programs, and establishing a robust testing and experimentation roadmap to improve retention curves and fan lifetime value.
You will build and scale the end-to-end operating model for ecosystem campaigns, ensuring flawless execution of promotions across Commerce, Betting, Loyalty, and Free-to-Play verticals. You'll standardize QA, compliance, and cross-functional workflows while increasing velocity and reducing execution risk.
The role includes oversight of daily contest operations aligned to the sports calendar, translating key sports moments into compelling in-app experiences, and improving operational rigor and tooling for live-event execution. You will work with teams to curate a centralized marketing and content calendar across the ecosystem, aligning cross-functional teams around cohesive messaging and timing.
You will define KPI frameworks tied to business outcomes (MAU, retention, LTV, cross-sell), build dashboards and reporting systems that move from descriptive to actionable insights, and partner with Analytics to measure CRM impact across the ecosystem.
You will lead and develop a high-performing team spanning CRM, Growth Operations, and Content Operations, creating clarity in roles, processes, and career progression while building a culture of accountability, experimentation, and fan obsession. You'll partner closely with Product, Analytics, Commercial, Marketing, and Engineering teams.
