Director of CRM, Fandom

• 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

Desirable

• Fandom is seeking a strategic and creative Director of CRM to lead lifecycle and retention marketing across our Media properties, including Fandom.com, GameSpot, TV Guide, Metacritic, and more
• This role is focused on delivering fan journeys that increase engagement, deepen loyalty, and support long-term audience growth across editorial and entertainment experiences
• As CRM lead for Fandom Media, you’ll design and implement personalized campaigns across email, onsite, and mobile channels
• You’ll report directly to the GM of Fandom Media and collaborate closely with content, SEO, social, editorial, video, and product teams to drive best-in-class lifecycle marketing
• While this role is focused on CRM strategy for Fandom Media, you’ll also serve as a key partner to the Fanatical CRM team
• By sharing insights, aligning on martech best practices, and contributing to cross-brand consistency, you’ll help ensure a seamless and connected fan experience across Fandom’s broader ecosystem—without being directly responsible for day-to-day Fanatical CRM execution
• Strategy & Vision: 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
• Campaign & Channel Execution: 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
• Cross-Functional Collaboration: 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
• Experimentation & Insights: 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
• Team Leadership: 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
• Technical Platform Ownership: 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
• What Success Looks Like…
• A measurable lifecycle strategy is driving daily fan engagement across Fandom Media properties
• CRM programs are personalized, scalable, and aligned with editorial and campaign priorities
• Strong cross-functional alignment with content, SEO, video, editorial, social, and product partners
• Quarter-over-quarter improvement in retention, repeat visits, and engagement KPIs
• Robust experimentation roadmap delivers actionable performance insights
• Contractor resources are clearly directed, and CRM operations run smoothly
• You are recognized as Fandom’s Super Admin and technical expert in Iterable, supporting governance across both Fandom and Fanatical