Director, CRM & Performance Marketing

Job Title: Director, CRM & Performance Marketing
Mode: Remote (CANADA)

Salary – up to $150k CAD

Job Description:

Our client, a leading international sports league is seeking an experienced international marketing leader to play a key role in operating and scaling its International 1:1 Club Managed Services function.

This role leads day-to-day execution and operational delivery of a centralized, internal agency model that enables all Clubs to execute compliant, high-quality, localized 1:1 fan engagement across more than 20 international markets.

The Director ensures Clubs receive reliable, scalable support across email, SMS, mobile app, web, and emerging channels by operationalizing organizational data, platforms, and best practices. Success is measured by execution quality, operational reliability, campaign performance, regulatory adherence, and Club satisfaction, while enabling sustained international fan development.

Responsibilities:

• International Club Managed Services Execution
• Support the client's Senior Director in operating the International 1:1 Club Managed Services model as an internal agency serving all Clubs.
• Execute against the defined service offering, engagement model, SLAs, intake processes, and prioritization frameworks.
• Ensure consistent, high-quality delivery across markets, time zones, and languages.
• Global Operations & Workforce Enablement
• Manage day-to-day operations of a distributed global workforce (including contingent associates across multiple regions).
• Implement operating rhythms, workflows, training standards, and QA processes to support high-volume international execution.
• Support capacity planning and workload balancing to meet Club demand while maintaining quality and compliance.
• International 1:1 Marketing Delivery
• Oversee execution of Club-led, org-enabled 1:1 campaigns across email, SMS, push, in-app, and web.
• Ensure campaigns appropriately leverage behavioral, transactional, and engagement signals within market-specific constraints.
• Apply testing frameworks and performance insights to drive continuous improvement at scale.
• Data Privacy, Governance & Compliance Support
• Execute established data governance and compliance standards for international fan data and PII usage.
• Partner closely with Legal, Data & Analytics, and MarTech teams to ensure campaign execution aligns with GDPR and local market regulations.
• Translate regulatory requirements into clear, executable guidelines for managed service teams and partners.
• Club Enablement & Relationship Support
• Act as a primary operational point of contact for partners on international 1:1 campaign execution and best practices.
• Support Club adoption by delivering reliable service, clear communication, and timely issue resolution.
• Escalate risks, constraints, and opportunities to the client's Senior Director with recommended solutions.
• Cross-Functional Coordination & Reporting
• Partner with International, Marketing, Data & Analytics, and MarTech teams to align execution with client's organizational priorities.
• Support quarterly planning cycles by translating demand forecasts into execution plans.
• Contribute to performance reporting, operational insights, and recommendations for scaling impact.

Required Qualifications:

• 8-10+ years of experience in CRM, lifecycle marketing, or performance-driven engagement, with international exposure
• Experience operating within managed services, agency, or shared-services models, ideally in global environments
• Working knowledge of international data privacy and marketing regulations and their executional implications
• Demonstrated experience managing distributed teams or partners across regions and time zones
• Strong executional fluency with MarTech platforms (CDPs, journey orchestration, messaging platforms)
• Ability to manage high-volume, deadline-driven workflows with consistency and accuracy
• Background in sports, entertainment, or global consumer brands

Preferred Qualifications:

• Experience supporting or scaling internal agency or managed services models in complex organizations
• Strong operational instincts with the ability to translate strategy into repeatable execution
• Comfortable working in matrixed environments with multiple stakeholders and dependencies
• Experience partnering with Legal, Data, and Technology teams in regulated markets
• Global mindset with sensitivity to cultural and regional differences in fan engagement

Other Key Attributes / Characteristics:

• Execution-focused operator who takes pride in reliable delivery and operational excellence
• Service-oriented mindset with a strong commitment to supporting Clubs as internal clients
• Highly organized, detail-oriented, and able to manage multiple concurrent workstreams
• Clear, proactive communicator who escalates issues early and constructively
• Comfortable operating under pressure in high-volume, time-sensitive environments
• Influence-driven collaborator who builds trust without relying on formal authority
• Curious, adaptable, and motivated to continuously improve processes, tools, and outcomes
• Passion for sports – with an appreciation for the role Clubs play in global fan growth

Travel:

• Up to 25% domestic and international travel required

Terms / Expected Hours of Work

• The Director will be expected to work 40 hours per week, with flexibility to support global operations across international time zones
• This role requires availability outside of standard business hours, including early mornings, evenings, and occasional weekends, to support international markets and Club needs
• Due to the global nature of the role, the position carries an on-call responsibility to address time-sensitive issues, campaign execution, or operational needs as they arise across regions