Senior Director, CRM & Ecosystem Operations
About The Position
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.
Requirements
- 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)
- Track record of building scalable operating systems, not just campaigns
- Clear communicator comfortable influencing senior stakeholders
Nice To Haves
- Experience operating in high-velocity, live-content or sports environments preferred
- Passion for sports, gaming, or fan-driven products is strongly preferred.
Responsibilities
- 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
Benefits
- Medical
- Dental
- Vision
- 401K
- paid time off
- GymPass
- Pet Insurance
- Family Care Benefits
- Free Shipt deliveries
- $700 to set up your home office!
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
