Manager, Fan Experience
San Jose Earthquakes
West Region
Sports Services
Posted/Updated: 12/04/17
West Region
Sports Services
Posted/Updated: 12/04/17
Job Summary
Manager, Fan ExperienceSan Jose Earthquakes
San Jose, CA
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Title: Manager of Fan Experience
Reports To: Director of Event Operations
Expectations:
- Professionally present yourself as the go to person for fan services and experience
- Work closely with the Earthquakes front office and third party vendors in order to ensure fans are receiving a consistent message
- Must be present on all San Jose Earthquakes Home Game Days
Responsibilities:
- Ensure that all processes and procedures are in place to create a fan focused environment.
- Maintain relationships with matchday vendors including, but not limited to ushers, guest services, ticket takers, janitorial.
- Assist with the hiring of game day fan facing part-time and intern staff for department ushers, ticket takers, guest services
- Manage and develop the Assistant, Front Office and Guest Services position
- Training for all staff on service standards and maintain consistent communication of standards through multiple channels.
- Assist with tracking fan feedback and trends
- Share feedback with matchday vendors in order to enhance the fan experience.
- Assist with management of events budget
- Collaborate on post-game meeting agenda with the Earthquakes and vendors to discuss feedback and action plans needed for continuous improvement
- Arrange for secret shopper and report on findings
- Implement and assist with Stadium Employee Recognition program
- Create collateral that can be used as service tools for game day staff
- Check operating and cleaning conditions of stadium and suites pre-game and post-game
- Create product knowledge questions for game day staff
Qualifications:
- Bachelor's degree preferred
- A Minimum of 2 years of experience in a related field Hospitality or Sports industry
- Ability to work in a team/collaborative work environment is required along with strong organizational, interpersonal, analytical and planning skills
- A positive attitude; incorporating integrity, confidentiality and discretion
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