Sr. Director, CRM & Ecosystem Operations

Fanatics Betting & Gaming•New York, NY

11h

About The Position

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. 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+ years in CRM, Lifecycle Marketing, Growth, or Marketing Operations
5+ 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

Nice To Haves

Passion for sports, gaming, or fan-driven products is strongly preferred.

Responsibilities

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
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
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
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
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
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