Director of Fan Data

Job Summary

• Working with the business teams to understand the problems that they experience and the ambitions they have in dealing with customer data assets to solve for such problems


• Working with people across the organization to define the fan experience design process, apply the concepts and methodologies, develop design deliverables, outline an experience improvement plan using qualitative and quantitative means, and ultimately see the improvements through to completion.


• Partnering with key business units and partners to improve key processes that define member touch points and mapping the holistic view of a customer interaction


• Acting as a change agent and thought leader by capturing and sharing customer experience best practices at the stadium and other channels, as well as with partners.


• Participating in the creation and implementation of a new system that coalesces, structures and communicates customer data to various functions and levels of the organization in a meaningful and productive manner


• Exploring and recommending what other data should be tracked in order to establish actionable Customer Experience metrics that represent what matters most to our customers


• Provide good stewardship of our data and our customers – ensure they are protected and only used appropriately and with care.


• Executive-level communication and presentation skills.

• 5+ years of analytics, data, and customer experience.


• BA or higher in Computer Science, Analytics, Business, Engineering or related discipline.


• Problem solving skills and data management experience


• Capacity for solving highly unstructured business problems.


• Ability to contribute to the design of information infrastructure and data management processes


• Proficiency and meaningful experience using SQL and/or relational databases.


• Proficient in multiple reporting tools (Power BI preferred)


• Innate desire and experience in improving the service experience of customers


• Self-motivated, self-directed, and able to lead and motivate a high-energy team.


• Passionate about technology and data


• Excellent written and oral communication.


• Demonstrated small-group and workshop facilitation skills is a plus


• Agile development methodology is a plus


• Hands-on data experience with Event Ticketing tools (Ticketmaster) and CRM Systems (Microsoft Dynamics & KORE) is preferred


• Master of Computer Science, Master of Analytics, or MBA is preferred