CRM & Loyalty Lead (9 Month FTC)

Role Purpose

This is a maternity cover role for our CRM Lead, offering a unique opportunity to shape the future of CRM at Fanatics International. Working closely with the Ecommerce Director, you’ll help define and drive the CRM strategy across some of the biggest names in global sport — including PSG, Chelsea, the F1 Store, and more.

You’ll lead a passionate team of five and be responsible for elevating CRM planning, automation, retention, and channel diversification. We’re looking for someone who thrives in fast-paced environments, is process-driven, commercially minded, and excited by the idea of working at the heart of sport and ecommerce.

Key Responsibilities

• Lead a growing CRM team in delivering world-class customer journeys across multiple partner sites and international markets
• Embed a best-in-class trade and campaign planning process that is responsive to live sporting moments and seasonal commercial priorities
• Work closely with the Retention Manager and Executive to optimise all automated and triggered campaigns, ensuring our lifecycle journeys drive repeat revenue
• Expand the CRM channel mix beyond email — including SMS, WhatsApp, app messaging, and other emerging platforms
• Oversee segmentation strategy, helping to deliver highly personalised experiences across the customer lifecycle
• Inspire and develop a high-performing CRM team with a strong sense of ownership and collaboration
• Partner with the Ecommerce Director to shape the long-term CRM vision (2–3 years), with a focus on innovation and measurable growth

What We’re Looking For

• 5+ years’ experience in CRM roles within eCommerce or retail, ideally in multi-brand or fast-growth environments
• Proven team leadership experience, with a passion for developing people
• Strong commercial awareness with a love of trade planning and performance data
• Deep knowledge of email marketing, customer retention, lifecycle automation, and segmentation
• Confidence working cross-functionally and building influence across departments
• Experience with Adobe Experience Cloud (or similar ESP) is a plus
• Genuine interest in sport is an advantage, but not essential
• Clear understanding of GDPR and CRM compliance best practices

What You’ll Get

• Competitive salary
• Flexible working (3 days in the office, 2 remote)
• The opportunity to lead CRM for some of the world’s most exciting sports brands
• A collaborative, fast-paced environment where your ideas will shape the future
• Access to mentoring, professional development, and growth opportunities

 

This is a maternity cover role for our CRM Lead, offering a unique opportunity to shape the future of CRM at Fanatics International. Working closely with the Ecommerce Director, you’ll help define and drive the CRM strategy across some of the biggest names in global sport — including PSG, Chelsea, the F1 Store, and more. You’ll lead a passionate team of five and be responsible for elevating CRM planning, automation, retention, and channel diversification. We’re looking for someone who thrives in fast-paced environments, is process-driven, commercially minded, and excited by the idea of working at the heart of sport and ecommerce.