[Remote] Sr. Director, CRM & Ecosystem Operations

Note: The job is a remote job and is open to candidates in USA. Fanatics is building a leading global digital sports platform. They are seeking a Senior Director, CRM & Ecosystem Operations to lead the strategy and execution of lifecycle marketing, promotional operations, and fan engagement across the Fanatics App and Ecosystem. This role involves managing a multi-disciplinary team and has a direct impact on user growth, retention, and ecosystem value.

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

Skills

• 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)
• Track record of building scalable operating systems, not just campaigns
• Clear communicator comfortable influencing senior stakeholders
• Experience operating in high-velocity, live-content or sports environments preferred
• Passion for sports, gaming, or fan-driven products is strongly preferred

Benefits

• In addition to the base and bonus, full-time employment, and more.
• For information about our benefits, please visit https://benefitsatfanatics.com/

Company Overview