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Marketing Manager, Customer Loyalty
Fanatics
San Mateo, CA, United States
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As the global leader in licensed sports merchandise, Fanatics is changing the way fans purchase their favorite team merchandise by partnering with top leagues, clubs and soccer brands worldwide to offer the largest collection of timeless and timely gear from every pro and college team online, on your phone, in stadiums or on-site at the world’s biggest sporting events. A top 50 Internet Retailer Company, Fanatics comprises the broadest online assortment by offering hundreds of thousands of officially licensed items via its Fanatics (www.fanatics.com), FansEdge (www.fansedge.com) and Kitbag (www.kitbag.com) brands, as well as the largest selection of sports collectibles and memorabilia through Fanatics Authentic (www.fanaticsauthentic.com). A multi-channel company, Fanatics operates more than 300 online and offline stores, including the e-commerce business for all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA), major media brands (NBC Sports, CBS Sports, FOX Sports) and more than 200 collegiate and professional team properties, which include several of the biggest global soccer clubs (Manchester United, Real Madrid, Chelsea, Manchester City). The company's in-venue and event retail portfolio includes the NBA, NHL, NASCAR, Wimbledon, Kentucky Derby, The Ryder Cup, Manchester City, Texas Longhorns, Pittsburgh Pirates and New Jersey Devils, allowing fans to experience a seamless shopping experience across online, mobile and physical store locations.
I. Primary Purpose
Fanatics’ loyalty team is seeking a hands-on, high-energy marketer to manage our fast-growing rewards and loyalty programming including Fanatics Rewards and FanCash. Working closely with the Sr. Director, Customer Loyalty and key partners across the business, this high-profile position will be responsible for the day-to-day running of the business. The ideal candidate will be customer obsessed and ROI focused. If you love sports, and understand the passion fans have for their favorite teams and athletes, this is a one-of-a-kind chance to tap into Fanatics’ unmatched access to teams and athletes to create a program for fans like no one else can.
II. Key Responsibilities
• Own all KPIs related to program business and operating performance
• Partner with ecommerce leaders to develop loyalty promotion strategy
• Work closely with UX, creative, email, and site teams to develop and improve member experience and communication including lifecycle and promotional email, site features, and member content
• Prioritize and execute A/B testing plan
• Create member-exclusive promotions, products, events, contests, and experiences (e.g. FanFriday, FanShoot)
• Collaborate with business development and merchandising teams to secure program sponsors
• Research and develop new member benefits
• Weekly and monthly reporting
• Budgets, forecasts
III. Dimensions
It is essential for the successful candidate to be able to manage cross functionally, persuade, influence, and build relationships to achieve program objectives. Experience managing 2+ team members is a plus.
IV. Education and Experience Requirements
• Min. 5 years marketing, loyalty, CRM, retail, ecommerce, or related experience in a fast-paced environment
• Solid Excel and business math; data analysis (SQL) experience a plus
• Experience working with agile product development teams
• Proven track record of delivering results
• Solid understanding of retail economics, customer LTV, experiment design, customer segmentation and targeting
• E-commerce and loyalty experience are a big plus but not required
• Experience managing vendors
• Outstanding written and verbal communication skills
• Ability to interact comfortably at all levels of the organization
• Ability to prioritize, set deadlines, manage multiple projects simultaneously, and meet aggressive growth goals
• MBA a plus but not required
V.Personal Qualities
• Sports fan!
• Analytical
• Organized
• Curious
• Able to get things done
• Flexible and adaptable
• Self starter; able to work independently with limited supervision
• Team player