Senior Director, CRM & Ecosystem Operations

The Role

We are seeking a Senior Director, CRM & Ecosystem Operations, to lead the strategy, systems, and execution engine that drives lifecycle marketing, promotional operations, and free-to-play engagement across the Fanatics App and the broader Fanatics Ecosystem team. This leader will own the operating model that powers how we communicate with fans, activate them across verticals, and translate live sports moments into daily engagement and revenue. You will lead a multi-disciplinary team spanning CRM, campaign operations, and game/content operations, partnering closely with Product, Analytics, Commercial, Marketing, and Engineering.

This is a highly visible leadership role with direct impact on MAU growth, retention, and ecosystem LTV.

What You’ll Own

• CRM & Lifecycle Strategy
• Define and lead lifecycle marketing strategy across email, push, in-app, and emerging channels
• Build scalable segmentation and personalization frameworks leveraging ecosystem data
• Drive activation, engagement, monetization, and retention programs
• Establish a robust testing and experimentation roadmap
• Improve retention curves and fan lifetime value

 

Campaign & Promotion Operations

• Build and scale the end-to-end operating model for ecosystem campaigns
• Ensure flawless execution of promotions across Commerce, Betting, Loyalty, and Free-to-Play
• Standardize QA, compliance, and cross-functional workflows
• Increase velocity while reducing execution risk

 

Free-to-Play & Live Sports Operations

• Oversee daily contest operations aligned to the sports calendar
• Translate key sports moments into compelling in-app experiences
• Improve operational rigor and tooling for live-event execution
• Balance speed and precision in high-visibility environments

 

Marketing Calendar & Ecosystem Orchestration

• Work with teams to curate a centralized marketing and content calendar across the
• Ecosystem
• Align cross-functional teams around cohesive messaging and timing
• Ensure consistency across all fan touchpoints

 

Performance & Reporting

• Define KPI frameworks tied to business outcomes (MAU, retention, LTV, cross-sell)
• Build dashboards and reporting systems that move from descriptive to actionable
• Partner with Analytics to measure CRM impact across the ecosystem

 

Team Leadership

• Lead and develop a high-performing team across CRM, Growth Ops, and Content Ops
• Create clarity in roles, processes, and career progression
• Build a culture of accountability, experimentation, and fan obsession

 

What Success Looks Like (12–18 Months)

• Material improvement in MAU growth and retention through lifecycle sophistication
• Clear attribution of CRM impact on Net Demand and cross-vertical activation
• Reliable, scalable campaign operations with reduced manual overhead
• Free-to-play operations that run seamlessly across live sports moments
• A durable CRM infrastructure that supports ecosystem scale

 

What We’re Looking For

• 10 plus years in CRM, Lifecycle Marketing, Growth, or Marketing Operations
• 5 plus years leading high-performing teams
• Deep expertise in CRM platforms and multi-channel execution
• Strong analytical fluency (segmentation, experimentation, LTV analysis)
• Experience operating in high-velocity, live-content or sports environments preferred
• Track record of building scalable operating systems, not just campaigns
• Clear communicator comfortable influencing senior stakeholders
• Passion for sports, gaming, or fan-driven products is strongly preferred.

The base salary range for this role is $240,000-$270,000 depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics annual bonus program and an equity award.
  
*Salary range is listed in USD; ranges will change based on country of residence. In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like GymPass, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $700 to set up your home office!
  
For information about our benefits, please visit https://benefitsatfanatics.com 

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.