Senior Director, CRM & Ecosystem Operations

Senior Director, CRM & Ecosystem Operations

New York, NY, United States (Hybrid)

The Role

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.

What You’ll Own

• 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
• 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

What Success Looks Like (12–18 Months)

• Material improvement in MAU growth and retention through lifecycle sophistication
• Clear attribution of CRM impact on Net Demand and cross-vertical activation
• Reliable, scalable campaign operations with reduced manual overhead
• Free-to-play operations that run seamlessly across live sports moments
• A durable CRM infrastructure that supports ecosystem scale

What We’re Looking For

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

The base salary range for this role is $240,000-$270,000 depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics annual bonus program and an equity award.

* Salary range is listed in USD; ranges will change based on country of residence. In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like Gym Pass, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $700 to set up your home office!

For information about our benefits, please visit

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