Fan Experience Supervisor

5 months 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

  • Head of Fan Experience

    4 months ago

    Manchester, United Kingdom Oak View Group Full time

    Oak View Group: Oak View Group (OVG) is the world’s leading arena development, management, and hospitality company founded in 2015 by Tim Leiweke and Irving Azoff to positively disrupt business as usual. As the largest developer of sports and entertainment facilities in the world, OVG prioritises the way we do business focusing on making long-term...

  • CRM Fan Data

    5 months ago

    Manchester, United Kingdom Manchester United Full time

    **Purpose**: The CRM Fan Data & Communication Coordinator reporting to the Head of CRM will work to build, implement, enhance and optimise our venue fan communications, delivering the best digital experiences to our global fanbase driving significant engagement and revenue growth delivering effective customer value management. ***The Role**: - Work...

  • CRM Fan Data

    5 months ago

    Manchester, United Kingdom Manchester United Full time

    **CRM Fan Data & Communication Coordinator** **Location: Old Trafford** **At Manchester United, we want to create a high-performance culture where everyone can be their best and thrive.** **We are committed to the continual growth and development of colleagues through access to skills platforms such as LinkedIn Learning. We also offer a range of wellbeing...

  • Kitchen Supervisor

    5 months ago

    Manchester, United Kingdom Archie’s - Oxford Road Diner Full time

    **Kitchen Supervisor** **- Oxford Road - £11.00 per hour** DESCRIPTION **Archie’s Kitchen Supervisor** Archies has a 5-star-studded appeal and has become a recognised and admired place to be, with a creative and unique menu, as well as building such an edgy and vibrant, cool place to dine and hang out, Archie's is on a mission to provide the most...

  • Food and Beverage Supervisor

    1 month ago

    Manchester, United Kingdom Oak View Group Full time

    About the RoleWe are seeking a highly skilled and experienced Food and Beverage Supervisor to join our team at Co-op Live. As a key member of our hospitality team, you will be responsible for delivering exceptional customer service and ensuring that our fans have an unforgettable experience.Key ResponsibilitiesSupervise a dynamic workforce of 20-50 people on...

  • Food and Beverage Supervisor

    1 month ago

    Manchester, United Kingdom Oak View Group Full time

    About the RoleWe are seeking a highly skilled and experienced Food and Beverage Supervisor to join our team at Co-op Live. As a key member of our hospitality team, you will be responsible for delivering exceptional customer service and ensuring that our fans have an unforgettable experience.Key ResponsibilitiesSupervise a dynamic workforce of 20-50 people on...

  • Food and Beverage Supervisor

    1 month ago

    Manchester, United Kingdom Oak View Group Full time

    About Oak View GroupOak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Our mission is to deliver exceptional experiences for fans, artists, and clients alike.About the RoleWe are seeking a highly skilled and experienced Food and Beverage Supervisor to join our team at Co-op...

  • Food and Beverage Supervisor

    1 month ago

    Manchester, United Kingdom Oak View Group Full time

    About Oak View GroupOak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Our mission is to deliver exceptional experiences for fans, artists, and clients alike.About the RoleWe are seeking a highly skilled and experienced Food and Beverage Supervisor to join our team at Co-op...

  • Kitchen Supervisor

    5 months ago

    Manchester, United Kingdom Archie’s - Piccadilly Station Full time

    **Kitchen Supervisor** **- Piccadilly - £11.00 per hour** DESCRIPTION **Archie’s Kitchen Supervisor** Archies has a 5-star-studded appeal and has become a recognised and admired place to be, with a creative and unique menu, as well as building such an edgy and vibrant, cool place to dine and hang out, Archie's is on a mission to provide the most unique...

  • Kitchen Supervisor

    4 months ago

    Manchester, United Kingdom Archie’s - Arndale Shopping Centre Full time

    **Kitchen Supervisor** - Arndale Centre - £11.00 per hour** DESCRIPTION **Archie’s Kitchen Supervisor** Archies has a 5-star-studded appeal and has become a recognised and admired place to be, with a creative and unique menu, as well as building such an edgy and vibrant, cool place to dine and hang out, Archie's is on a mission to provide the most...

  • Building Security Supervisor

    1 week ago

    Manchester, United Kingdom Co-op Live Full time

    Job Title: Building Security SupervisorCo-op Live is seeking a highly skilled Building Security Supervisor to join our team. As a key member of our security team, you will be responsible for managing the security operations at our venue, ensuring the safety and security of our fans, artists, and staff.The ideal candidate will have experience in a...

  • Event Supervisor

    4 months ago

    Manchester, United Kingdom Oak View Group Full time

    Oak View Group: Oak View Group (OVG) is the world’s leading arena development, management, and hospitality company founded in 2015 by Tim Leiweke and Irving Azoff to positively disrupt business as usual. As the largest developer of sports and entertainment facilities in the world, OVG prioritises the way we do business focusing on making long-term...

  • Back of House Supervisor

    4 months ago

    Manchester, United Kingdom Archie’s - Piccadilly Station Full time

    **Kitchen Supervisor** [Manchester Piccadilly] £12.00 per hour** Archies has a 5-star-studded appeal and has become a recognised and admired place to be, with a creative and unique menu, as well as building such an edgy and vibrant, cool place to dine and hang out, Archie's is on a mission to provide the most unique and exciting menu whilst striving to...

  • Building Security Supervisor

    1 week ago

    Manchester, United Kingdom Co-op Live Full time

    Building Security Supervisor - Co-op Live - ManchesterOak View Group: Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest...

  • Building Security Supervisor

    1 week ago

    Manchester, United Kingdom Co-op Live Full time

    Building Security Supervisor - Co-op Live - ManchesterOak View Group: Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest...

  • Front of House Supervisor

    5 months ago

    Manchester, United Kingdom Archie’s - Oxford Road Take Away Full time

    **Front of House Supervisor** - **[Oxford Road Takeaway]** **-** £11.00 per **hour** DESCRIPTION **Archie’s Front of House Supervisor** **Want to join the Archie’s Family and become a valued member of our Front of House Leadership team?** Archies has a 5-star-studded appeal and has become a recognised and admired place to be, with a creative and...

  • Front of House Supervisor

    5 months ago

    Manchester, United Kingdom Archie’s - Arndale Shopping Centre Full time

    **Front of House Supervisor** - **Manchester Arndale** **-** £11.00-£11.25 per **hour** DESCRIPTION **Archie’s Front of House Supervisor** **Want to join the Archie’s Family and become a valued member of our Front of House Leadership team?** Archies has a 5-star-studded appeal and has become a recognised and admired place to be, with a creative and...

  • Food and Beverage Supervisor

    1 week ago

    Manchester, United Kingdom Co-op Live Full time

    Job Title: Food and Beverage Supervisor - ManchesterOak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry.We are seeking a talented Retail / Catering / Concessions Supervisor to work with the Outlet Managers to deliver a unique experience for a catering area/bar for general...

  • Deputy Head of Operations

    5 months ago

    Manchester, United Kingdom Fabulous Fan Fayre Full time

    **A LITTLE BIT ABOUT US** You may not have heard of us yet, but since 2013 we have been working alongside one of the Premier League’s most successful football clubs, serving up a truly unique food and drink experience to their loyal and passionate fanbase. **WHO WE ARE LOOKING FOR** − Is an inspirational leader, with a successful track record of...

  • F&B Supervisor

    4 months ago

    Manchester, United Kingdom Co-op Live Full time

    F&B Supervisor - Manchester, Greater ManchesterJob Type: Part Time - CasualLocation: Co-op Live Eastlands ArenaOak View GroupOak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry.  Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a...