CRM Sr. Manager – Email & SMS Marketing

Job Description

At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

Role Overview

The CRM Senior Manager is responsible for leading the email and SMS marketing channel for our Owned brands, requiring an autonomous self-starter who makes data-driven decisions and drives measurable business results. The ideal candidate will be an experienced CRM professional who demonstrates the ability to manage comprehensive email and SMS marketing programs with exceptional attention to detail and the capability to deliver clear, compelling messages that drive customer engagement and revenue growth.

This role will define and champion highly personalized content experiences for our known customers while driving a customer-first mindset. The successful candidate will work collaboratively with internal stakeholders and external partners to meet the objectives of the broader business while maintaining operational excellence in a fast-paced retail commerce environment.

How You Will Make An Impact

Strategic Campaign Development & Execution

• Drive development of comprehensive email and SMS go-to-market calendars across seasonal product categories, product launches, promotional events, hot markets, and corporate/cross-brand initiatives
• Plan and implement email and SMS marketing strategies focused on improving key performance indicators including content personalization, visit rates, conversion optimization, list growth, and revenue growth
• Manage high-volume daily campaign delivery ensuring flawless execution and optimal deliverability across all customer segments
  
  

Brand Storytelling & Creative Excellence

• Foster compelling storytelling to create dynamic, engaging, and authentic brand experiences that successfully reflect our mission to become a beloved brand
• Oversee the email briefing process, ensuring clear, actionable guidance is provided to creative teams to achieve engaging storytelling while embedding branding principles and personalization at scale
• Collaborate with brand marketing teams to ensure email and SMS content aligns with overall brand voice, seasonal campaigns, and product messaging strategies
  
  

Performance Optimization & Testing

• Craft and execute comprehensive experimentation roadmaps including landing page optimization, creative testing, audience segmentation, subject line optimization, and send time testing
• Implement advanced A/B and multivariate testing strategies to continuously optimize email and SMS performance and drive revenue growth
• Utilize predictive analytics and machine learning capabilities to enhance personalization and customer targeting
  
  

Cross-Functional Collaboration & Operations

• Work in close partnership with CRM Operations team to ensure campaigns are built, tested, and executed accurately, effectively, and on schedule
• Partner with Owned business management and merchandising teams to align email content with strategic initiatives, inventory management, pricing strategies, and promotional calendars
• Coordinate with customer service teams to ensure consistent messaging across all customer touchpoints
  
  

Analytics & Reporting

• Lead multiple projects concurrently while providing regular performance monitoring and updates to CRM team, business management, and cross-functional partners
• Perform real-time and periodic ad hoc analyses to evaluate channel performance, identify optimization opportunities, and provide actionable insights
  
  

What You Bring To The Team

Education & Experience

• Bachelor's degree in business, marketing, communications, or related field required
• 5 years of demonstrated experience in CRM/email/SMS marketing, marketing/advertising agency experience, e-commerce, multi-channel retail, or digital marketing
• Proven track record of success in meeting or exceeding revenue goals through email marketing initiatives
  
  

Core Competencies

• Demonstrated ability to handle large volumes of marketing campaigns and complex segmentation strategies simultaneously
• Proven expertise in setting up and analyzing A/B tests specific to email marketing optimization
• Strong analytical mindset with passion for data-driven decision making and performance optimization
• Exceptional attention to detail with ability to manage multiple campaigns without compromising quality
• Ability to write, edit, and optimize email copy with strong understanding of direct response copywriting principles
  
  

Leadership & Communication

• Strong interpersonal skills with proven ability to communicate effectively with diverse stakeholders
• Excellent written and verbal communication skills with ability to present complex data insights to non-technical audiences
• Strong project management capabilities with experience managing multiple seasonal campaigns and product launches simultaneously
• Ability to establish and build productive relationships both internally and externally while communicating effectively across the organization
• Understanding of retail merchandising cycles and promotional calendar management
  
  

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You’ll Work And What’s Required

• Hybrid work environment with flexibility between 3 days in office and 2 days remote work
• Fast-paced team environment with exposure to multiple aspects of digital marketing
• Ability to dedicate time outside of normal business hours to support major sporting events (i.e. College National Championships, Super Bowl, Stanley Cup, etc.)
  
  

What’s In It For You

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape a our culture that celebrates both individual and team successes.
• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we’re dedicated to supporting you in all aspects of work and life.