Director, Collector Experience (CX)

About the Company

Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.

We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble, ambitious team building products from the ground up.

If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.

About the Role

We are seeking an experienced Director of Collector Experience (CX) to drive the collector journey for Fanatics Collect. This role will be responsible for developing and executing a comprehensive strategy to deliver an exceptional, end-to-end collector experience across all touchpoints, from onboarding and collector support to engagement, retention, and advocacy.

As the Director of CX, you will oversee key aspects of the collector experience, including support operations, the collector center of excellence, and long-term strategies for collector satisfaction. You will work closely with senior leadership, including product, engineering, commercial, and operations teams, to design and deliver solutions that enhance collector engagement and build long-term loyalty. A key focus will be ensuring that the CX strategy is data-driven, customer-centric, and scalable—leveraging automation, AI, and advanced technologies to continuously enhance support processes and exceed collector expectations.

This is a role that requires deep expertise in customer experience strategy, a proven ability to drive meaningful change, and a passion for building strong relationships. You will manage a team and play a key role in fostering a culture of excellence, innovation, and continuous improvement.

 

Key Responsibilities

Own the Collector Experience Strategy:

• Define and execute a comprehensive, long-term strategy for collector experience across the entire collector journey—from initial interactions to ongoing support, engagement, and retention.

Leadership & Team Development:

• Lead and inspire a high-performing collector experience team.
• Provide strategic direction, mentorship, and coaching to ensure team members are equipped to deliver exceptional service.
• Foster a culture of continuous improvement, accountability, and high performance.

CX Innovation & Transformation:

• Drive the adoption of new technologies, AI, and automation to enhance the collector experience.
• Collaborate with Product and Engineering teams to design and implement collector-focused solutions that scale with the business.

CX Data & Metrics:

• Establish and monitor key performance indicators (KPIs) to track service quality, collector satisfaction, and overall experience.
• Leverage collector feedback and data analysis to inform strategic decisions and optimize service delivery.

Cross-Functional Collaboration:

• Work closely with senior leadership and cross-functional teams (Marketing, Product, Operations, Engineering, Commercial) to ensure a cohesive and seamless collector experience across all touchpoints.
• Align CX initiatives with broader business objectives and company strategy.

Collector Advocacy & Loyalty:

• Champion the voice of the collector, ensuring that needs and insights are central to decision-making and product development.
• Design and oversee White-Glove/VIP service protocols for high-value transactions, ensuring a premium, bespoke experience for the platform's largest collectors.
• Develop programs to drive retention, loyalty, and advocacy.

Process Optimization & Scalability:

• Lead continuous improvement efforts across customer service processes, systems, and workflows.
• Develop scalable solutions to handle growing customer demand while maintaining high levels of service.

Crisis Management & Escalation:

• Manage the resolution of escalated issues, ensurin