Fan Relations Specialist

Job Summary

Fan Relations Specialist

San Jose Earthquakes

San Jose, CA

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Position: Fan Relations Specialist

Reports to: Sr. Manager, Fan Relations

Summary: The San Jose Earthquakes are seeking a Fan Relations Specialist who can provide first-class customer service in all aspects of the job, develop excellent relationships with Season Pass Holders, identify areas of growth opportunities for the Earthquakes organization, and deliver customized communications, events, programs and benefits to the team's most important fans.

Job Duties:

- Serve as the primary liaison between the San Jose Earthquakes organization and team's Season Pass Holders.

- Drive organizational revenue through annual season pass renewal campaign

- Improve year over year client experience and retention rates while actively working toward meeting the department renewal goals.

Build strong relationships with the defined account base through proactive communication, including seat visits, touch points, phone calls, emails, events and other communication channels.
Credibly and responsibly present oneself as the key "go to" person for the defined account base.
Assist in executing customized programs, benefits and events to drive loyalty with defined account base.
Coordinate all Season Pass Holder events, including in-season events, player meet and greets, chalk talks, autograph sessions, etc.
Identify opportunities for up-sells, add-ons, and referral business from clients, and work with sales representatives to maximize revenue from existing customers.

- Ensure customer and account data and profile requirements are accurate and complete.

Maintain a detailed database of touch points for each and every client.
Build Relationships with the Ushers that work in your assigned sections.
All other duties as assigned by the Sr. Manager of Fan Relations.

Ideal Candidate:

- Be an exceptional relationship builder

- Have excellent communication skills - interpersonal, verbal, written, persuasive

- Possess strong analytical skills

- Be solution-oriented

- Be creative

- Have a high attention to detail

- Be a positive and energetic team player

- Have an outgoing, engaging and professional personality

Job Requirements:

- 4 year collegedegree

- 1 or more years experience in a customer service environment (preferably in sports)

- Proven success in sales background

- Understands and provides superior customer service

- Excellent written and verbal communication skills

- Strong relationship building and interpersonal skills

Bilingual language (English & Spanish)
The ability to work independently and demonstrate innovation and initiative

- A strong work ethic and the ability to thrive in a deadline driven environment

- The ability and desire to work long and flexible hours, including evenings, weekends and holidays

- Proficiency in Archtics, MS Office products, (Word, Excel, PowerPoint and Outlook)

Job Questions

1. Do you have experience in customer service? Yes/No

2. Do you have a background in soccer and/or knowledge of MLS? Yes/No





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