Manager CRM

About Us

At Fanatical.com, we’re dedicated to fueling fans' passions by offering an extensive range of games, bundles, and exclusive deals that cater to all types of gamers. As a part of Fandom, the world’s largest fan platform, we serve over 350 million fans every month, immersing them in the worlds they love. Join us as our CRM Manager, where you’ll shape impactful, personalized journeys that drive purchases and foster loyalty through CRM channels like email and push notifications—all while fueling Fanatical.com's growth across the globe.

About this Role

As the CRM Manager for Fanatical.com, you will lead the development and execution of innovative CRM strategies that engage, retain, and cultivate customer loyalty, in order to boost purchases and optimize lifetime value. Your role is central to shaping multi-channel CRM campaigns, including email, push notifications, and lifecycle campaigns, that create memorable experiences and amplify customer loyalty. You will collaborate across teams to elevate Fanatical.com’s success and deliver our mission to connect fans to the content they love.

You Will...

• Provide clear guidance to CRM team members, setting performance goals, offering mentorship, and ensuring they have the skills to succeed. Recognize individual and team achievements, support career development, and facilitate opportunities for growth.
• Communicate CRM strategies and organizational goals transparently, aligning the team with company priorities. Collaborate closely with Marketing, Product, Analytics, and Engineering to drive co-branded content strategies across Fandom brands, ensuring a seamless, unified approach to customer engagement and lifecycle campaigns.
• Oversee the development and execution of multi-channel CRM campaigns, empowering the team to design customer journeys that drive engagement, retention, and loyalty. Provide guidance on leveraging customer insights, segmentation, and A/B testing to ensure campaigns meet strategic goals and continuously improve performance.
• Lead the team in using customer data to identify key touchpoints and optimize CRM strategies. Mentor team members in applying data-driven insights to refine lifecycle programs and boost campaign effectiveness, ensuring alignment with broader company goals.
• Develop and implement lifecycle marketing strategies that boost retention, drive conversions, and support global e-commerce growth in key markets.
• Stay current on CRM and e-commerce trends to integrate best practices across the portfolio.

You Must Have…

• BA/BS degree.
• 5 plus years of CRM or lifecycle marketing, ideally in e-commerce.
• 2+ years managing a team of 1-3 direct report employees.
• Proficiency in CRM platforms and marketing automation tools (e.g., Iterable, Braze, Salesforce), with the ability to independently analyze complex data and evaluate multiple factors to inform CRM strategy.
• Adaptable to a fast-paced, cross-functional environment with a proactive approach to problem-solving and continuous improvement.

Bonus Points…

• Gaming experience and passion a plus.

What Success Looks Like

• Increase Customer Engagement: Increase engagement through well-targeted, data-driven CRM campaigns.
• Improve Retention: Boost customer retention by optimizing lifecycle programs and refining segmentation strategies.
• Enhance Team Collaboration: Strengthen cross-departmental partnerships, achieving seamless project delivery and a unified approach to customer engagement.

Benefits & Perks

• Laptop and all the gear you need for work.
• Free access to a multitude of popular online courses and books sponsored by our company.
• Training (unlimited Udemy + more).
• Company stock options.
• Company swag packages.
• Private Medical and Dental Insurance.
• Life insurance, critical illness insurance and income protection insurance.
• Company pension 5% ER, 5% EE.
• VTO (Voluntary Time Off) - a day off every quarter for volunteering non-profit.
• Frequent team bonding events.
• Employee Interest and Hobby Groups supported by our company.
• Open, energetic and fan-focused, international work environment.