Who are Fanatics International?
Headquartered in Ancoats, Manchester, we are a global eCommerce business with over $2 billion in sales, and backed by a number of top tech investors. As an omni-channel retailer we support hundreds of partners in football, rugby, golf, US sports and motorsports.
Being the global leader in licensed sports products we work with major brands such as Adidas, Nike, Puma, Umbro and Under Armour, and are changing the way fans purchase their favourite team merchandise. Internationally, Fanatics also delivers global leadership in event, city centre and in-venue retail; providing expertise at leading football stadiums, including MCFC, Everton and at events such as F1 and the Ryder Cup.
What does a Senior Fan Experience Manager do?
Please note this is not an exhaustive list.
- Leading, promoting and driving the contact centre performance and customer experience
- Leading, managing and delivering the plan to achieve optimised customer experience, aligned to the Fan Experience strategy
- Leading, managing and monitoring the commercial and budgetary performance of the teams, maximising opportunities and minimising costs
- Leading and driving the contact centre where the performance and potential of people is maximised
- Leading, managing and monitoring that operational teams and processes meet governance and compliance standards and expectations
- Identifying, building and maintaining positive internal and external stakeholder relationships
Knowledge/Skills/Experience:
- Extensive experience of successfully working in and delivering customer service at a senior level
- Role models excellent people management, leadership, coaching and motivational skills, has demonstrable experience of doing so
- Ability to deliver in a fast-paced environment, across multiple territories and experience of doing so.
- Experience in effectively managing a range of tasks and priorities, simultaneously
- Proven track record in excellent facilitation, communication and engagement at multiple levels
- Ability to engage, challenge and influence stakeholders at all levels of the business.
- Willing and able to travel to necessary territories, flexibly.
- Experience of working with onshore and offshore contact centres and managing associated challenges
- Is commercially astute
- Excellent root cause analysis, problem solving and troubleshooting skills
This a great opportunity to join our fast-paced, dynamic and entrepreneurial business, and these are some of the benefits you can expect as an employee.
- The chance to work with world leading sports clubs and brands
- A brand new modern office and working environment
- Working within a growing, fast-paced and forward-thinking business
- On-site free bar and pool table
- Birthday day off
- 40% staff discount
- Nationwide Theme Park discounts
- Bike to work scheme
To discuss this role further and be part of our ambitious growth plans, please get in touch with the recruitment team.
Experience: Management: 2 years (Preferred), Customer Service: 5 years (Preferred)