Senior Customer Success Manager
Athennian
Job Level
Senior
Tech Stack
Cloud
About the role
- Maternity cover CRM Lead role shaping the future of CRM at Fanatics International
- Work closely with the Ecommerce Director to define and drive CRM strategy across partners including PSG, Chelsea, and the F1 Store
- Lead a team of five to deliver world-class customer journeys across multiple partner sites and international markets
- Embed a best-in-class trade and campaign planning process responsive to live sporting moments and seasonal priorities
- Optimise automated and triggered campaigns to ensure lifecycle journeys drive repeat revenue
- Expand the CRM channel mix beyond email to include SMS, WhatsApp, app messaging, and other emerging platforms
- Oversee segmentation strategy to deliver highly personalised experiences across the customer lifecycle
- Inspire and develop a high-performing CRM team and partner to shape a 2–3 year CRM vision focused on innovation and measurable growth
Requirements
- 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
