Responsibilities

Fanatics is building a leading global digital sports platform, creating a seamless experience for fans across commerce, collectibles, and gaming. As part of this mission, our Fan Ecosystem team plays a critical role in driving customer engagement and lifetime value across the Fanatics ecosystem.
We are seeking a Senior Manager, Retention Strategy to develop and lead efforts to reactivate and retain users across the Fanatics app and broader Fanatics ecosystem. This is a high-impact role for a data-driven operator who knows how to turn customer insights and incentives into lasting engagement.
Own the retention and reactivation strategy for the Fanatics app, defining how we keep users engaged, win back lapsed users, and grow lifetime value.
Drive cross-app engagement through incentives and programs that move fans between propositions such as Shop, Scores, Games, Collect and Ticketing.
Develop and own the promotional offer framework, including how rewards are structured, targeted, and funded across segments and lifecycle stages, with clear guardrails on cost and ROI.
Partner with Promotion Operations team to design and launch specific rewards offers and promotions, from always-on retention mechanics to seasonal and moment-based campaigns.
Co-lead the development of the customer-facing rewards experience in the Fanatics app, partnering with Product, Design, and Engineering to define requirements, prioritize the roadmap, and bring features to market.
Support analytics partners with defining customer segmentation and lifecycle stages (new, active, at-risk, lapsed) to target interventions where they will have the most impact.
Partner with CRM and Marketing to align lifecycle journeys and messaging across push, email, and in-app channels with retention priorities.
Partner with Loyalty (FanCash and Fanatics ONE) so app retention mechanics reinforce broader ecosystem engagement and reward behavior.
Establish the measurement framework for retention, including retention curves, reactivation rate, churn, cross-ecosystem engagement, and incremental lift, working with Analytics and Finance to stand up dashboards and regular reporting.
Run a rigorous test-and-learn agenda, using A/B and holdout testing to measure incrementality and optimize offer economics.

Senior Manager, Retention Strategy at Fanaticsfbg · LumiJobs

Senior Manager, Retention Strategy

Responsibilities

Qualification

Required

Company

Fanaticsfbg

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