Sr CRM Manager, Email & SMS Marketing

Fanatics Commerce•San Mateo, CA

10h•$140,000 - $200,000•Hybrid

About The Position

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. As we continue to scale our global platform, the Senior CRM Manager will play a critical role in driving email and SMS channel performance, customer engagement, and revenue growth. ROLE OVERVIEW The Senior CRM Manager leads the email and SMS marketing channel as an autonomous, data-driven professional responsible for comprehensive program management, personalized content experiences, and measurable revenue outcomes. This role partners closely with internal stakeholders and external partners to execute campaigns with operational excellence across a fast-paced retail commerce environment, championing a customer-first mindset at every touchpoint. The Senior CRM Manager delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

Requirements

5–7+ years of demonstrated experience in CRM, email, and/or SMS marketing within e-commerce, multi-channel retail, digital marketing, or a marketing/advertising agency environment
Proven track record of meeting or exceeding revenue goals through email marketing initiatives, with expertise in managing large volumes of campaigns and complex segmentation strategies simultaneously
Strong analytical mindset with hands-on experience setting up, executing, and interpreting A/B and multivariate tests specific to email marketing optimization
Demonstrated ability to write, edit, and optimize email copy with a solid understanding of direct response copywriting principles
Experience leveraging predictive analytics, machine learning, or personalization tools to enhance audience targeting and campaign performance
Exceptional project management capabilities with the ability to manage multiple seasonal campaigns and product launches concurrently while maintaining quality and accuracy
Strong interpersonal and communication skills with the ability to present complex data insights to non-technical stakeholders and influence cross-functional partners at all levels
Bachelor's degree in business, marketing, communications, or a related field required.

Responsibilities

Partner with CRM Operations, brand marketing, business management, and merchandising teams to ensure campaigns are aligned to strategic initiatives, promotional calendars, pricing strategies, and inventory management
Coordinate with customer service teams to maintain consistent messaging across all customer touchpoints, and collaborate with creative teams through a clear, actionable briefing process that embeds branding principles and personalization at scale
Lead multiple concurrent projects and provide regular performance monitoring and updates to the CRM team, business management, and cross-functional partners
Establish and build productive internal and external relationships, communicating complex data insights effectively to both technical and non-technical audiences
Champion highly personalized content experiences for known customers, fostering compelling brand storytelling that creates dynamic, engaging, and authentic interactions that deepen fan loyalty
Drive email and SMS go-to-market calendars across seasonal product categories, product launches, promotional events, hot markets, and corporate and cross-brand initiatives to ensure fans receive timely, relevant communications
Manage high-volume daily campaign delivery across all customer segments, ensuring flawless execution, optimal deliverability, and a consistent brand voice aligned with seasonal campaigns and product messaging strategies
Utilize predictive analytics and machine learning capabilities to enhance personalization and customer targeting, continuously improving the relevance and quality of fan-facing communications
Craft and execute comprehensive experimentation roadmaps encompassing landing page optimization, creative testing, audience segmentation, subject line optimization, and send time testing
Implement advanced A/B and multivariate testing strategies to continuously optimize email and SMS performance and surface actionable insights that inform broader channel strategy
Apply predictive analytics and emerging marketing technology to push personalization capabilities forward and identify new opportunities for audience growth and engagement
Perform real-time and ad hoc analyses to evaluate channel performance, identify optimization opportunities, and translate findings into clear, executable recommendations
Own the end-to-end email and SMS marketing programs, managing complex segmentation strategies and high campaign volumes with exceptional attention to detail and without compromising quality
Plan and implement strategies focused on key performance indicators including content personalization, visit rates, conversion optimization, list growth, and revenue growth, with a proven commitment to meeting or exceeding targets
Write, edit, and optimize email copy with a strong command of direct response copywriting principles, ensuring every message is clear, compelling, and conversion-focused
Maintain operational excellence across all campaign workflows — ensuring every execution is built, tested, and delivered accurately and on schedule in a fast-paced retail commerce environment
Apply AI and technology to improve efficiency, quality, and outcomes
Use data and digital tools to inform decisions and enhance performance
Demonstrate curiosity and adaptability in adopting new technologies and ways of working
Contribute to a culture of innovation and continuous improvement