Manager, Fan Experience

  San Jose Earthquakes
  West Region
  Sports Services
  Posted/Updated: 12/04/17

Job Summary

Manager, Fan Experience

San 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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