About the job
About This Role
As the CRM Manager for Fanatical.com, you will develop and execute CRM strategies to cultivate customer loyalty, increase engagement, boost purchases, and optimize lifetime value. Your role will center around leading the conceptualization and execution of extensive CRM efforts across multiple channels, including email, push notifications, and lifecycle campaigns, all focused towards the overarching success of Fanatical.com.
You Will...
Fandom is the world’s largest fan platform where fans immerse themselves in imagined worlds across entertainment and gaming. Reaching more than 350 million unique visitors per month and hosting more than 250,000 wikis, Fandom is the #1 source for in-depth information on pop culture, gaming, TV and film, where fans learn about and celebrate their favorite fandoms. Fandom’s Gaming division manages the online video game retailer Fanatical. Fandom Productions, the content arm of Fandom, enhances the fan experience through curated editorial coverage and branded content from trusted and established publishing brands Gamespot, TV Guide and Metacritic, along with its Emmy-nominated Honest Trailers and the weekly video news program The Loop. For more information follow @getfandom or visit: .
Fandom is an equal opportunity employer. Fandom values diversity, and all employment decisions are made on the basis of job requirements and individual qualifications.
As the CRM Manager for Fanatical.com, you will develop and execute CRM strategies to cultivate customer loyalty, increase engagement, boost purchases, and optimize lifetime value. Your role will center around leading the conceptualization and execution of extensive CRM efforts across multiple channels, including email, push notifications, and lifecycle campaigns, all focused towards the overarching success of Fanatical.com.
You Will...
- Build and manage CRM campaigns and lifecycle programs tailored to Fanatical.com customers
- Create personalized and segmented customer journeys to drive engagement, repeat purchase rates, and loyalty
- Develop and execute loyalty program strategies to drive valuable user activations and build customer loyalty and repeat behavior
- Develop email and push notification ecommerce strategies and oversee campaign execution
- Plan and execute trade marketing and affiliate email campaigns
- Strategically develop Fanatical Wishlist, Assistant, and other retention tools
- Analyze campaign performance and customer data to optimize programs and targeting strategies
- Conduct surveys and focus groups to gather customer feedback and insights
- Leverage data to drive detailed analyses of customer, campaign, and program KPIs and identify optimization and testing opportunities
- Collaborate with cross-functional teams including Marketing, Product, Analytics and Engineering to improve customer experiences
- Work across the Fandom portfolio of brands to identify opportunities to develop co branded content strategies to maximize Fanatical’s sales performance
- Manage Trustpilot and improvements based on reviews
- Implement and utilize CRM and marketing automation platforms to scale personalized shopping experiences
- Develop schedules, budgets, and performance benchmarks for CRM initiatives
- Stay up-to-date on ecommerce CRM trends and best practices
- Manage and develop CRM team and cross-functional junior team members.
- 5-7 years managing CRM programs, with ecommerce experience strongly preferred
- 2+ years experience managing a team
- Excellent analytical skills and data-driven thinking
- Strong project management abilities and attention to detail
- Experience with CRM platforms and marketing automation tools
- Experience with A/B testing, optimization techniques, tactics, and best practices
- Strategic mindset with the ability to turn insights into impactful campaign strategies
- Strong communicator able to build partnerships across departments
- Adaptable to evolving conditions and demonstrating a strong commitment to integrity
- Motivated self-starter who can manage competing priorities
- BS/BA or equivalent experience required
- Gaming experience and passion a plus
- MacBook Pro 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
- Cafeteria Benefit Program (including private medical care, gym membership, shopping/wellness bonus, etc.)
- VTO (Voluntary Time Off) - a day off every quarter for volunteering non-profit
- Frequent team bonding events
- Flexible work hours & time-off
- Employee Interest and Hobby Groups supported by our company
- Open, energetic and fan-focused, international work environment
Fandom is the world’s largest fan platform where fans immerse themselves in imagined worlds across entertainment and gaming. Reaching more than 350 million unique visitors per month and hosting more than 250,000 wikis, Fandom is the #1 source for in-depth information on pop culture, gaming, TV and film, where fans learn about and celebrate their favorite fandoms. Fandom’s Gaming division manages the online video game retailer Fanatical. Fandom Productions, the content arm of Fandom, enhances the fan experience through curated editorial coverage and branded content from trusted and established publishing brands Gamespot, TV Guide and Metacritic, along with its Emmy-nominated Honest Trailers and the weekly video news program The Loop. For more information follow @getfandom or visit: .
Fandom is an equal opportunity employer. Fandom values diversity, and all employment decisions are made on the basis of job requirements and individual qualifications.
