CRM Manager (Maternity Cover)

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Job Description

Role Purpose:

This role is a temporary 12 month contract to cover maternity leave.

The CRM Strategy Manager is responsible for the management and development of the email marketing channel for the international business, overseeing the CRM strategy team and taking accountability for the performance of CRM across all partner and owned sites. To be successful in this role, you need to be an autonomous self-starter, excellent communicator, strategic thinker, and a natural leader.

As CRM Strategy Manager, you will drive programs focusing on customer acquisition, conversion, retention, and repeat purchase, and build out our customer lifecycle messaging, with an emphasis on testing and learning across our sites. You will leverage data to derive insights, identify opportunities, define contact frequency, build out segmentation and create personalised strategies.

The CRM Strategy Manager is responsible for advocating for the channel both internally and externally. You should be comfortable liaising with and collaborating with senior stakeholders and external partner teams, to onboard, develop and execute best in class CRM strategies.

Role & Responsibilities:

• Deliver and manage the International CRM Strategy across 30+ sites (partner, league & owned), in 8 languages; developing and executing a CRM Strategy that balances the commercial goals of the business with connecting & engaging fans, across multiple sports, leagues & teams
• Lead the CRM team (4 direct reports) in planning, management, execution and reporting for all email types; marketing, trigger & transactional
• Collaborating with business managers and external partner teams; to align email comms with partner plans and to action on partner requests
• Be a key stakeholder within business development discussions & new partner onboarding projects. Be the channel expert and advocate for CRM, to drive new business and deliver on agreed partner requirements
• Responsible for channel reporting and analysis; monitoring performance and identifying opportunity/ minimising risk. Making data driven decisions to maximise channel potential. Presenting findings to key stakeholders internally & externally
• Collaborate with global CRM strategy team to plan, execute & report on channel wide growth initiatives & testing plans, to understand opportunities for growth and to make available at scale across the business
• Work closely with the global CRM Operations team to plan, brief and execute new channel initiatives, to improve performance and increase efficiency/ scalability
• Drive CRM as a marketing channel, focused on growing the international business results through growing, maintaining, and retaining customer base
• Craft an experimentation roadmap across channels, creative, audience, and more
• Lead multiple projects concurrently and provide regular performance monitoring and updates to business owners, management, and CRM team

Knowledge and Experience:

• 5+ years of related experience in a CRM/Email marketing role, ideally with line management experience
• Proven track record of success meeting revenue goals and managing external partners or clients
• Experience working across international ecommerce business ideal with a solid understanding of different country requirements and best practice
• Team-oriented business owner with proven success in driving flawless execution on strategic plans in a fast-paced entrepreneurial marketing environment with ability to build effective workflow, processes, tools, and reporting
• Experience in loyalty programs and driving customer retention rates through such CRM initiatives would be desired
• Experience with Business Intelligence suites such as Microstrategy ideal
• Previous experience of Adobe Experience Cloud products would be desirable but not essential
• Strong interpersonal skills and proven communicator with strong written and verbal communication skills
• Strong project management, data management, and seasonal marketing planning skills are required; adept at managing multiple projects/seasons at once
• Ability to establish and build productive relationships, both internal and external by communicating effectively inside and outside the organization

We are an equal opportunity employer and celebrate diversity and inclusivity at Fanatics. Our commitment to inclusion drives us forward every day; across all races, gender, gender identities, age, sexual orientation, religion & spiritual beliefs, neurodiversity, disability and all identities of our people both current and future. If you have any requirement(s) for reasonable accommodations to participate in the job application or interview process, and/or to perform essential job functions, please contact us.

About Us

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.

About the Team

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally - as well as its flagship site, www.fanatics.com.

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world-including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).

At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do:
• Build Championship Teams
• Obsessed with Fans
• Limitless Entrepreneurial Spirit
• Determined and Relentless Mindset