Fanatics · 2 days ago
Director, Collector Experience (CX)
11601 Wilshire Blvd, Los Angeles, CA, 90025, US
Full-time
Onsite
Director/Executive
$173K/yr - $217K/yr
10+ years expFanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. The Director of Collector Experience (CX) will drive the collector journey, developing and executing strategies to enhance the overall collector experience through effective team leadership and innovative solutions.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
Define and execute a comprehensive, long-term strategy for collector experience across the entire collector journey—from initial interactions to ongoing support, engagement, and retention
Lead and inspire a high-performing collector experience team
Provide strategic direction, mentorship, and coaching to ensure team members are equipped to deliver exceptional service
Foster a culture of continuous improvement, accountability, and high performance
Drive the adoption of new technologies, AI, and automation to enhance the collector experience
Collaborate with Product and Engineering teams to design and implement collector-focused solutions that scale with the business
Establish and monitor key performance indicators (KPIs) to track service quality, collector satisfaction, and overall experience
Leverage collector feedback and data analysis to inform strategic decisions and optimize service delivery
Work closely with senior leadership and cross-functional teams (Marketing, Product, Operations, Engineering, Commercial) to ensure a cohesive and seamless collector experience across all touchpoints
Align CX initiatives with broader business objectives and company strategy
Champion the voice of the collector, ensuring that needs and insights are central to decision-making and product development
Design and oversee White-Glove/VIP service protocols for high-value transactions, ensuring a premium, bespoke experience for the platform's largest collectors
Develop programs to drive retention, loyalty, and advocacy
Lead continuous improvement efforts across customer service processes, systems, and workflows
Develop scalable solutions to handle growing customer demand while maintaining high levels of service
Manage the resolution of escalated issues, ensuring high-touch support for high-value collectors
Implement strategies for proactive issue resolution to minimize dissatisfaction
Stay ahead of industry trends and customer experience innovations
Introduce and implement best practices and emerging technologies to maintain a competitive edge in the collectibles market
Oversee the CX budget, optimizing resource allocation to ensure cost-effective delivery of services without compromising on collector satisfaction
Align resources with business priorities to meet service level agreements and performance targets
Qualification
Required
10+ years of experience in Customer Experience, with a proven track record of success in leading customer service, operations, and support teams at scale
5+ years in leadership roles driving customer experience strategy, ideally within e-commerce, marketplaces, or technology-driven environments
Deep expertise in Customer Experience (CX) strategy and proven success in optimizing the customer journey across multiple touchpoints
Extensive experience with cross-functional leadership, including working closely with Product, Engineering, Commercial, and Operations teams to design and implement customer-centric solutions
Experience in managing teams and driving performance, ensuring consistency in service quality while respecting regional differences
Strong understanding of data and metrics to drive decision-making
Proven ability to leverage analytics and customer insights to continuously improve service delivery and customer satisfaction
Expert in scaling customer service operations, including implementing AI, automation, and self-service tools to improve efficiency and satisfaction
Exceptional leadership and people management skills, with the ability to inspire, mentor, and develop high-performing teams in a fast-paced environment
Bachelor's degree in Business, Management, or related field; MBA is a plus
Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels of the organization and build relationships with customers, partners, and key business leaders
Proven ability to drive results under pressure and adapt to evolving business needs
A strategic thinker with a hands-on approach to execution
Preferred
Experience in a high-growth or startup environment is a plus
Experience with customer service technologies and CRM systems. Proficiency in Zendesk, Kustomer, or similar platforms is preferred
Strong knowledge of the collectibles space is preferred, but not required. An understanding of marketplaces, sports memorabilia, and related industries is a plus
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
10001+ employees
H1B Sponsorship
Fanatics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
The Hollywood Reporter
2026-01-14
Rochester Business Journal
2025-12-24
Company data provided by crunchbase