Manager, Loyalty Benefits Strategy & Operations

About Us

Overview:

Fanatics is seeking a Manager, Loyalty Benefits Strategy & Operations to design and scale the systems that power Fanatics ONE.

This role sits at the intersection of strategy, operations, and customer experience, and is responsible for ensuring that loyalty benefits (gifting, events, ticketing, and partner experiences) are deployed with clarity, consistency, and measurable impact.

You will partner across VIP Hosting, Events, Gifting Operations, Partnerships, Product, Data Science, and Finance to transform Fanatics ONE from a set of programs into a cohesive, governed reinvestment system. The ideal candidate is highly structured, analytically sharp, and comfortable operating in ambiguity while building scalable frameworks from the ground up.

Responsibilities:

Strategy Development & Execution

• Partner with the Sr. Director to define and evolve the Fanatics ONE benefits strategy, with a focus on reinvestment allocation, customer segmentation, and how benefits are deployed across gifting, events, and experiences
• Translate strategic priorities into clear, executable workstreams (e.g., gifting optimization, event operating model, redemption architecture), including defined owners, timelines, and success metrics
• Drive day-to-day execution across key initiatives by coordinating cross-functional teams, removing blockers, and enforcing accountability across functional partners
• Own the development of clear, decision-oriented materials for leadership, including weekly updates, strategic readouts, and recommendations that translate analysis and execution progress into actionable next steps

Reinvestment & Performance Management

• Own the definition and integrity of the loyalty measurement framework, including KPI design, success criteria, and how reinvestment performance is evaluated across gifting, events, and experiences
• Drive the analytics agenda, ensuring the right questions are being answered, analyses are prioritized correctly, and outputs translate into actionable business decisions
• Synthesize and operationalize insights from Data and Finance into clear recommendations, influencing how reinvestment capital is allocated and how programs are optimized over time

Operating Model & Process Design

• Design and implement standard operating models across gifting, events, and ticketing, including clear intake, prioritization, allocation, and execution processes
• Define and enforce planning cadences and ownership structures (e.g., campaign calendars, event timelines, ticket allocation workflows) to shift teams from reactive execution to proactive planning
• Build and maintain systems of record for assets and execution (e.g., ticket inventory, gifting campaigns, event guest lists) to ensure visibility, accuracy, and coordination across teams
• Identify operational breakdowns and drive fixes that improve consistency, scalability, and execution quality

Cross-Functional Program Leadership

• Serve as the central coordination point across VIP, Events, Partnerships, Product, Data, and Finance, ensuring all teams are aligned on priorities, timelines, and ownership
• Drive alignment on key decisions by clarifying inputs, surfacing trade-offs, and pushing issues to resolution
• Maintain a real-time view of all active workstreams (e.g., gifting campaigns, events, ticketing, partnerships) and proactively identify risks, gaps, or conflicts before they impact execution

Partnerships & Platform Integration

• Support evaluation and integration of third-party partners (travel, hospitality, experiences)
• Ensure new capabilities fit into a coherent redemption and platform strategy
• Help define how benefits are structured across surfaces (e.g., Shop, Infinite Rewards, Travel)

Experience & Skills:

• 3-5 years of experience in corporate strategy, consulting, or a similar role in a fast-paced environment
• Strong analytical skills with the ability to structure problems and drive data-driven decisions
• Demonstrated ability to manage complex, cross-functional initiatives from concept through execution
• Highly organized with strong attention to detail and follow-through
• Excellent communication skills with the ability to influence stakeholders at multiple levels
• Comfortable operating in ambiguity and building structure where none exists

• Experience in loyalty, gaming, travel, hospitality, or consumer platforms preferred
• Familiarity with tools such as SQL, Tableau, Sigma, Snowflake, and Salesforce is preferred
• Experience working closely with data teams or building analytical frameworks

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/