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About the Role

The Senior Campaign Operations Manager is responsible for elevating operational delivery across CRM, Promotional Operations, and Front-End Content & Merchandising. This role ensures genuine confidence in campaign execution and delivery across all owned channels and touchpoints. You will troubleshoot live platforms, lead incident response, and coach the team to raise their standards. Operating at the intersection of CRM, Operations, and Product, this role is central to Fanatics' ambition to become the #1 Online US Casino by 2030.

Responsibilities

Hold end-to-end accountability for the operational running of campaign, promotion, and front-end content delivery.
Ensure all requirements from Commercial, Analytics, Product, and Engineering are in place from brief through post-launch review.
Maintain a complete view of delivery status, live risk, and upcoming critical moments, keeping the campaign calendar, dependencies, and escalation paths accurate.
Hold the team accountable for quality and timeliness, stepping in directly when delivery or player experience is at risk.
Surface systemic risk that needs action beyond a single workstream.
Own on-call coverage and incident response for live campaigns, promotions, and content, acting as the senior operational escalation point.
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.
Drive corrective action on recurring or high-severity incidents.
Establish severity levels, playbooks, and launch monitoring checklists for consistent and repeatable incident response.
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.
Ensure 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.
Lead, coach, and develop the team, setting clear objectives, decision rights, and performance expectations.
Set 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.
Create a culture of ownership and continuous improvement where risks and mistakes are surfaced early and addressed constructively.
Close capability or resourcing gaps as they emerge.
Partner with CRM Planning on the campaign roadmap, upcoming plans, and capacity signals for early operational readiness.
Serve as the critical interface into Customer Support and VIP, briefing them on upcoming activity and equipping them to resolve player escalations.
Feed 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.
Connect operational performance to player experience and business outcomes.

Requirements

6+ years in CRM, campaign or promotional operations, delivery management or lifecycle marketing.
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.
Experience in iGaming, sports betting or another regulated, compliance-heavy environment (Preferred).
Knowledge of online casino mechanics, bonusing platforms, and player journeys (Preferred).
Working knowledge of SQL or BI tools for operational diagnosis, reporting, and performance analysis (Preferred).
Experience operating in Agile or product-led delivery environments (Preferred).
Experience scaling operational governance or automation in a high-growth organization (Preferred).

Skills

CRM
Promotional Operations
Front-End Content & Merchandising
Incident Response
Team Leadership
Coaching
Operational Excellence
Workflow Management Tools (e.g., Airtable, Jira)
Stakeholder Management
People Leadership
SQL (Preferred)
BI Tools (Preferred)
Agile (Preferred)
Product-Led Delivery (Preferred)

Location

Canada
UK

Work Type

Hybrid
Remote
Occasional evening or weekend work during peak promotional periods and major campaign moments.
Participation in a planned on-call rota is required.

Experience Level

Senior
6+ years in CRM, campaign or promotional operations, delivery management or lifecycle marketing.

Benefits

https://benefitsatfanatics.com/

About the Company

Fanatics is building a leading global digital sports platform, igniting the passions of global sports fans and maximizing the presence and reach for its hundreds of sports partners globally.
The company offers products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming.
Fanatics has an established database of over 100 million global sports fans.
It has a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes.
Fanatics operates over 2,000 retail locations, including its Lids retail stores.
The company has over 22,000 employees committed to enhancing the fan experience globally.
Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, launched in 2021.
The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S.
Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania, and West Virginia.
Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium.
Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds, and Dublin.