Incident Management & Operational Resilience

• Own on-call coverage and incident response for live campaigns, promotions and content, acting as the senior operational escalation point when delivery or execution risk surfaces.
• Troubleshoot platform and execution issues hands on, coordinating containment, stakeholder communications, recovery and post incident follow up.
• Own root-cause resolution, escalating platform-level causes to the CRM & Promotions Enablement Lead where needed and driving corrective action on recurring or high-severity incidents.
• Establish the severity levels, playbooks and launch monitoring checklists that keep incident response consistent and repeatable.

Standards, Governance & Compliance

• Set standards for campaign and content setup, audience selection, offer eligibility, testing, deployment and monitoring across owned channels.
• Own the operational QA and release readiness gate that live activity must clear before launch, in partnership with Commercial, Legal, Compliance and Product, ensuring responsible gaming, privacy and jurisdictional requirements are met with clear audit trails.
• Maintain the change controls, access permissions and documentation required for consistent, compliant and continuously improving execution.

Team Leadership & Capability Building

• Lead, coach and develop the team, setting clear objectives, decision rights, performance expectations, and a benchmark for operational excellence that others are equipped to meet.
• Build capability and confidence across the function through hands-on coaching, playbooks and structured knowledge sharing, rather than direction alone.
• Create a culture of ownership and continuous improvement, where risks and mistakes are surfaced early and addressed constructively, and close capability or resourcing gaps as they emerge.

Cross-Functional Partnership

• Partner with CRM Planning on the campaign roadmap, upcoming plans and capacity signals so operational readiness is built in early.
• Serve as the critical interface into Customer Support and VIP, briefing them on upcoming activity, equipping them to resolve player escalations, and feeding recurring friction points back into delivery standards.
• Represent operational readiness and delivery risk in cross functional planning for new campaigns, promotions, content and platform capabilities, connecting operational performance to player experience and business outcomes.

Skills & Experience

Essential:

• 6+ years in CRM, campaign or promotional operations, delivery management or lifecycle marketing, including proven experience leading and developing a team.
• Accountability for high-volume, time-sensitive operational delivery across multiple channels or workstreams in a complex digital consumer business.
• Hands-on working knowledge of CRM or promotional bonusing platforms (e.g. XtremePush, Braze, Optimove or similar) strong enough to troubleshoot live issues directly and assess technical risk.
• Proven experience leading incident response, on-call governance or escalation frameworks for live activity, with sound operational judgement under pressure.
• A track record of designing or improving operational processes, controls, service levels and performance reporting, drawing on workflow management tools (e.g., Airtable, Jira).
• Excellent 360° stakeholder management and people leadership, able to influence senior stakeholders across CRM, Product, Compliance, Commercial, Legal, Customer Support and VIP while raising team capability.

Preferred:

• Experience in iGaming, sports betting or another regulated, compliance-heavy environment.
• Knowledge of online casino mechanics, bonusing platforms and player journeys.
• Working knowledge of SQL or BI tools for operational diagnosis, reporting and performance analysis.
• Experience operating in Agile or product-led delivery environments, and scaling operational governance or automation in a high-growth organization.

Global Ways of Working & Flexibility

• Canada or UK based, hybrid role operating within Fanatics' flexible working framework.
• Close partnership with both UK and US based teams, requiring effective collaboration across time zones.
• Occasional evening or weekend work during peak promotional periods and major campaign moments.
• Participation in a planned on-call rota is required, with on-call expectations and compensatory time managed in line with applicable local policy.
• Fanatics support a culture of trust and autonomy, enabling sustainable global collaboration.

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/

By submitting your application, you agree to our terms of service and acknowledge you have read our Candidate Privacy Policy.