Director CRM

About this Role

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.

You Will…

• 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

You are…

• 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

Bonus Points…

• 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 & Perks

• Salary Range = $124k - 206k (Actual salary available will vary based on location and market factors.)
• Vibrant team culture
• Comprehensive Medical, Dental, Vision
• Training (unlimited Udemy + more)
• Flexible working hours and time off
• Equity & Retirement Programs including 401K match
• Paid Parental Leave
• International work environment 

About Fandom

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: www.fandom.com.

Fandom is an equal opportunity employer. Fandom values diversity, and all employment decisions are made on the basis of job requirements and individual qualifications.