Senior Manager, Retention Strategy

Fanatics Betting & Gaming; New York (NY); On-site; USD 133,000 - 167,000; Full time

Job summary

Fanatics Betting & Gaming is seeking a Senior Manager, Retention Strategy to lead reactivation and retention across the Fanatics app and ecosystem. The role focuses on turning customer insights into lasting engagement through incentives and customer-facing rewards, partnering with Product, Design, and Engineering.

The ideal candidate has deep lifecycle/loyalty experience, strong analytics, and a track record of delivering strategy-to-execution in fast-moving, cross-functional environments.

Qualifications

• 7+ years in retention, lifecycle, loyalty, or growth strategy within consumer-facing digital businesses.
• Proven track record of improving retention or reactivation in app-based or digital products.
• Experience designing incentive or rewards programs, including offer economics, targeting, and ROI measurement.
• Experience partnering with Product to define and launch customer-facing features.

Responsibilities

• Own retention and reactivation strategy for the Fanatics app and ecosystem.
• Drive cross-app engagement with incentives moving fans between Shop, Scores, Games, Collect, and Ticketing.
• Design and fund rewards offers with ROI guardrails across segments and lifecycle stages.
• Partner with Promotion Operations to design and launch rewards and promotions.

Skills

Retention strategy

Loyalty programs

SQL

Analytics

Tools

SQL

Job description

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; 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; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Role

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.

You will own the retention and reactivation strategy for the Fanatics app, design the incentive framework and rewards offers that bring fans back and move them across Fanatics businesses, and lead the development of the customer-facing rewards experience in partnership with Product. The ideal candidate has deep experience in lifecycle or loyalty strategy, a sharp analytical instinct, and a track record of taking ideas from strategy to execution in fast-moving, cross-functional environments.

Key Responsibilities

• 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.
• Analyze churn drivers and user behavior to surface insights that shape offers, features, and product decisions.
• Influence product and business roadmaps with a clear, evidence-based POV on customer and business impact, and communicate performance and recommendations to senior leadership.

Qualifications

• 7+ years of experience in retention, lifecycle, loyalty, or growth strategy within consumer-facing digital businesses.
• Proven track record of improving retention or reactivation outcomes in an app-based or digital product environment.
• Experience designing incentive or rewards programs, including offer economics, targeting, and ROI measurement.
• Experience partnering with Product to define and launch customer-facing features.
• Strong analytical skills, with hands‑on experience in cohort analysis, segmentation, and experiment design. SQL or similar is a plus.
• Proven ability to drive cross‑functional initiatives in matrixed organizations, influencing without direct authority across Product, Marketing, CRM, and Analytics.
• Excellent communicator, able to distill complex analysis into clear, compelling narratives for both executive and working‑team audiences.
• Comfortable operating with ambiguity and managing multiple priorities in a fast‑paced environment.
• Based in or able to commute to the Fanatics NYC office a minimum of three days per week.

Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full‑time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Salary Range

$133,000 - $167,000 USD

As set forth in Fanatics Betting & Gaming’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.