Director CRM

Summary

Join Fandom as their strategic and creative Director of CRM, leading lifecycle and retention marketing across various media properties. You will design and implement personalized campaigns, collaborating with multiple teams to optimize fan engagement and loyalty. As the CRM lead, you'll define and evolve the CRM strategy, manage the CRM calendar, and conduct A/B testing to enhance performance. You will also oversee contractor resources, serve as the technical owner of Iterable, and stay updated on martech advancements. Success will be measured by increased fan engagement, improved retention, and strong cross-functional alignment. This role offers the opportunity to scale team capacity and establish foundational processes for long-term growth.

Requirements

• 10+ years of experience in CRM, lifecycle, retention, or digital marketing (media or publishing preferred)
• 3+ years of leadership experience with a player-coach mindset
• Deep expertise in campaign orchestration using ESPs, CDPs, and CRM platforms, including Iterable
• Strong collaborator with a track record of building influence across teams
• Comfortable managing contractors and leading technical platform ownership in an emerging team
• Excellent communication skills, analytical fluency, and a strong POV on customer experience
• Demonstrated passion for pop culture, gaming, entertainment, and online communities

Responsibilities

• Define and evolve the CRM strategy for Fandom Media, aligned to editorial priorities and fan engagement goals
• Lead lifecycle planning across the fan journey - from onboarding to daily content engagement and reactivation
• Establish and own CRM KPIs with clear frameworks for measurement and optimization
• Manage the end-to-end CRM calendar across email, onsite messaging, and push notifications
• Design and launch segmented, personalized, and behaviorally triggered campaigns across Fandom brands
• Drive cross-channel consistency that reflects brand voice and fan expectations across properties
• Partner closely with SEO, social, editorial, video, and product teams to ensure CRM aligns with editorial tentpoles and GTM priorities
• Work with analytics to surface insights and evaluate campaign impact
• Collaborate with the Fanatical CRM team as a strategic thought partner, sharing learnings and aligning where appropriate
• Lead structured testing roadmaps (A/B, multivariate, journey testing) to continuously optimize CRM performance
• Translate audience data into actionable lifecycle strategies and campaign improvements
• Identify new CRM growth opportunities across content categories or user segments
• Oversee and guide contractor resources supporting CRM execution, ensuring clarity, consistency, and quality
• Act as the strategic owner of the CRM function within Fandom Media, with the opportunity to scale team capacity over time
• Establish foundational processes, workflows, and documentation to support long-term team and program growth
• Serve as technical owner of Iterable, Fandom’s enterprise CRM platform, used by both Fandom Media and Fanatical
• Maintain platform integrity, oversee user governance, and manage cross-functional integration workflows
• Provide onboarding, training, and platform documentation for new stakeholders
• Act as the internal point of contact for Iterable configuration, troubleshooting, and optimization
• Stay up to date on martech advancements, data privacy, deliverability best practices, and personalization trends

Preferred Qualifications

• Experience working on media, publishing, or editorial content platforms
• Familiarity with e-commerce or audience monetization models
• Expertise in cross-brand lifecycle strategy or consulting roles

Benefits

• Comprehensive Medical, Dental, Vision
• Training (unlimited Udemy + more)
• Flexible working hours and time off
• Equity & Retirement Programs including 401K match
• Paid Parental Leave