Director, Collector Experience (CX)

Fanatics•Los Angeles, CA

About The Position

About the Company Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt. We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble, ambitious team building products from the ground up. If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting. About the Role We are seeking an experienced Director of Collector Experience (CX) to drive the collector journey for Fanatics Collect. This role will be responsible for developing and executing a comprehensive strategy to deliver an exceptional, end-to-end collector experience across all touchpoints, from onboarding and collector support to engagement, retention, and advocacy. As the Director of CX, you will oversee key aspects of the collector experience, including support operations, the collector center of excellence, and long-term strategies for collector satisfaction. You will work closely with senior leadership, including product, engineering, commercial, and operations teams, to design and deliver solutions that enhance collector engagement and build long-term loyalty. A key focus will be ensuring that the CX strategy is data-driven, customer-centric, and scalable—leveraging automation, AI, and advanced technologies to continuously enhance support processes and exceed collector expectations. This is a role that requires deep expertise in customer experience strategy, a proven ability to drive meaningful change, and a passion for building strong relationships. You will manage a team and play a key role in fostering a culture of excellence, innovation, and continuous improvement.

Requirements

10+ years of experience in Customer Experience, with a proven track record of success in leading customer service, operations, and support teams at scale.
5+ years in leadership roles driving customer experience strategy, ideally within e-commerce, marketplaces, or technology-driven environments.
Experience in a high-growth or startup environment is a plus.
Deep expertise in Customer Experience (CX) strategy and proven success in optimizing the customer journey across multiple touchpoints.
Experience with both reactive and proactive customer engagement strategies.
Extensive experience with cross-functional leadership, including working closely with Product, Engineering, Commercial, and Operations teams to design and implement customer-centric solutions.
Experience in managing teams and driving performance, ensuring consistency in service quality while respecting regional differences.
Strong understanding of data and metrics to drive decision-making. Proven ability to leverage analytics and customer insights to continuously improve service delivery and customer satisfaction.
Expert in scaling customer service operations, including implementing AI, automation, and self-service tools to improve efficiency and satisfaction.
Experience with customer service technologies and CRM systems. Proficiency in Zendesk, Kustomer, or similar platforms is preferred.
Exceptional leadership and people management skills, with the ability to inspire, mentor, and develop high-performing teams in a fast-paced environment.
Bachelor’s degree in Business, Management, or related field; MBA is a plus.
Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels of the organization and build relationships with customers, partners, and key business leaders.
Proven ability to drive results under pressure and adapt to evolving business needs.
A strategic thinker with a hands-on approach to execution.

Nice To Haves

Strong knowledge of the collectibles space is preferred, but not required.
An understanding of marketplaces, sports memorabilia, and related industries is a plus.

Responsibilities

Own the Collector Experience Strategy: Define and execute a comprehensive, long-term strategy for collector experience across the entire collector journey—from initial interactions to ongoing support, engagement, and retention.
Leadership & Team Development: Lead and inspire a high-performing collector experience team. Provide strategic direction, mentorship, and coaching to ensure team members are equipped to deliver exceptional service. Foster a culture of continuous improvement, accountability, and high performance.
CX Innovation & Transformation: Drive the adoption of new technologies, AI, and automation to enhance the collector experience. Collaborate with Product and Engineering teams to design and implement collector-focused solutions that scale with the business.
CX Data & Metrics: Establish and monitor key performance indicators (KPIs) to track service quality, collector satisfaction, and overall experience. Leverage collector feedback and data analysis to inform strategic decisions and optimize service delivery.
Cross-Functional Collaboration: Work closely with senior leadership and cross-functional teams (Marketing, Product, Operations, Engineering, Commercial) to ensure a cohesive and seamless collector experience across all touchpoints. Align CX initiatives with broader business objectives and company strategy.
Collector Advocacy & Loyalty: Champion the voice of the collector, ensuring that needs and insights are central to decision-making and product development. Design and oversee White-Glove/VIP service protocols for high-value transactions, ensuring a premium, bespoke experience for the platform's largest collectors. Develop programs to drive retention, loyalty, and advocacy.
Process Optimization & Scalability: Lead continuous improvement efforts across customer service processes, systems, and workflows. Develop scalable solutions to handle growing customer demand while maintaining high levels of service.
Crisis Management & Escalation: Manage the resolution of escalated issues, ensuring high-touch support for high-value collectors. Implement strategies for proactive issue resolution to minimize dissatisfaction.
Industry Leadership & Best Practices: Stay ahead of industry trends and customer experience innovations. Introduce and implement best practices and emerging technologies to maintain a competitive edge in the collectibles market.
Budget & Resource Management: Oversee the CX budget, optimizing resource allocation to ensure cost-effective delivery of services without compromising on collector satisfaction. Align resources with business priorities to meet service level agreements and performance targets.