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Fanatics · 6 days ago

CRM & Promo Ops Associate

United States

Full-time

Remote

New Grad, Entry Level

$61K/yr - $89K/yr

Fanatics is a leading global digital sports platform that ignites the passions of sports fans. The CRM & Promo Operations Associate will play a key role in delivering customer engagement through promotional campaigns and CRM channel activation, while also contributing to the strategic direction of CRM and Sportsbook Loyalty initiatives.

eSportsManufacturingRetailSporting GoodsSports

Responsibilities

Provide insights from campaign performance, customer behaviour, and operational learnings to help shape CRM and Loyalty roadmaps

Contribute to discussions around segmentation, eligibility frameworks, promotional design, lifecycle journeys, and channel strategy

Represent the operational and customer perspective in cross-functional meetings with CRM, Loyalty, Marketing, Strategy, and Product

Help ensure that strategic decisions are grounded in what’s operationally scalable, customer-centric, and aligned with regulatory requirements

Support the creation, execution, and post-campaign analysis of promotional offers that enhance the Sportsbook and Casino customer experience

Maintain and update promotional databases, Airtable boards, and tracking systems to ensure accuracy and operational readiness

Draft or support the creation of promotional terms & conditions, ensuring consistency, clarity, and compliance with legal and state regulatory requirements

Assist in building creative assets and asset requests required for campaign execution

Actively monitor competitor promotions and industry trends to identify opportunities and feed insights into broader promotional strategy

Troubleshoot promotion-related issues in real time and support Customer Support teams in resolving customer queries

Build and execute CRM campaigns that drive activation, retention, and loyalty across email, push, and in-app messaging

Support daily CRM operations including campaign setup, QA, audience selection, asset management, and monitoring

Implement personalisation strategies using tools such as Movable Ink to deliver relevant and timely communications

Collaborate with Analytics to define data attributes required for segmentation and personalisation

Monitor campaign performance and recommend tactical optimisations to improve engagement and conversion

Partner closely with CRM, Marketing, Loyalty, Commercial, Trading, Product, Engineering, Casino, Customer Support, and Data teams

Collaborate with Creative teams to provide feedback and approvals on assets

Champion the customer experience by understanding key user drivers and ensuring communications are clear, valuable, and engaging

Provide regular insight into operational challenges, customer friction points, and process optimisation opportunities

Identify opportunities to streamline workflows and enhance CRM and promotional processes

Ensure all campaigns adhere to internal governance, regulatory guidelines, and industry best practices

Maintain robust documentation to support scalability and team alignment

Flexibility will be required, including evenings, weekends, and holidays during peak sporting or promotional periods

Periodic on-call shifts will also be required; compensatory time off arranged on a case-by-case basis at manager’s discretion

Qualification

CRM campaign executionPromotional campaign analysisData analysisSports betting CRM experienceAirtable proficiencySQL skillsCuriosityEagerness to learnCommunication skillsProblem-solving skillsCollaborative team playerAttention to detail