Fan Experience Supervisor

4 weeks ago


Manchester, United Kingdom Fanatics Full time

**Company Overview**

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.

As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

**Role Purpose**:
Fan Experience Supervisors shape the Fanatics customer experience through employee development, performance coaching and feedback, recognition, and training. This is a leader that drives customer service skill development, productivity metrics, and employee engagement. This leader must be able to drive results in productivity, quality customer contacts, and service levels based on contractual and/or internal guidelines, working in conjunction with front office & back office FS Managers, peers, internal operations partners, Human Resources, and training.

**Responsibilities:
- Inspire a team of 40-75 athletes (customer service representatives) to perform at a high level through effective communication, mentorship and feedback
- Role models a customer focused approach and instills a day-to-day focus on the quality and customer journey.
- Instill a culture of ownership in every customer and employee interaction, to ensure a clear understanding of what happens next and when.
- Improve customer service experience, create engaged customers & facilitate organic growth
- Taking ownership of customers issues & following problems through to resolution
- Develop service procedures, policies & standards
- Keep accurate records & document customer serve actions & discussions
- Analyse statistics & compile accurate reports
- Meet and/or exceed service levels and quality expectations, while working within financial constraints
- Liaise with team leaders and athletes to gather information and resolve issues
- Maximize team performance through training, motivation, and incentive programs
- Attend team meetings and share best practice with team and colleagues.
- Ongoing communication with team through individual 121 processes
- Suggest innovative solutions that improve customer satisfaction while reducing cost
- Recruit, mentor & develop customer service agents & nurture an environment where they can excel through encouragement & empowerment
- Assist & consult front line & back office mangers to discuss strategies, trends & expectations to find a common goal
- Support lead & develop back office processes which will enhance the objectives & promises of the front line team
- Great communicator who can successfully embed a consistent way of works across all FS to deliver an increase in customer & employee satisfaction & overall brand loyalty

**Knowledge & Experience**:

- Minimum of 2 years of related leadership experience in a customer care/contact centre environment, including hiring, motivating, coaching and training
- Strong written and verbal communication skills, and displays a can do attitude
- Excellent active listening skills
- Ability to think strategically & to lead
- Superior emotional intelligence, with a kind and empathetic disposition
- Provide clear, constructive direction and feedback
- Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
- Value and appreciate the customer & athlete perspective
- Active decision-making and problem -solving
- Thrive in a fast-paced team environment
- Communicate with and understand the needs of internal and external customers
- Collaborate with existing management and an advocate of the collective vision

**Benefits**:
This a great opportunity to join our fast-paced, dynamic and entrepreneurial business, and the



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