Sr. Director, CRM & Ecosystem Operations

Sr. Director, CRM & Ecosystem Operations

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