Job Description: Consumer Services Director

Position Overview: As a Consumer Services Director for the Professional Football League, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences and enhance fan satisfaction. You will lead a team focused on providing top-notch customer service and support to fans, ticket holders, and other stakeholders. Your goal will be to ensure that fans have a positive interaction with the League and its teams, fostering long-term loyalty and engagement.

Key Responsibilities:

1. Consumer Service Strategy:

• Develop and implement a comprehensive consumer service strategy that aligns with the League’s objectives and brand values.
• Identify areas for improvement in the consumer service experience and develop initiatives to address them.
• Ensure consistent and exceptional service delivery across all touchpoints, including phone, email, social media, and in-person interactions.

2. Team Leadership and Management:

• Lead a team of consumer service representatives, coordinators, and support staff.
• Provide guidance, training, and professional development opportunities to team members.
• Foster a positive and customer-centric team culture that emphasizes empathy, responsiveness, and problem-solving.

3. Fan Support and Issue Resolution:

• Oversee the handling of fan inquiries, complaints, and feedback, ensuring timely and effective resolution.
• Implement systems and processes to track and analyze customer service data, identifying trends and areas for improvement.
• Develop and maintain a knowledge base to empower consumer service representatives to provide accurate and helpful information to fans.

4. Ticketing and Membership Services:

• Manage the ticketing and membership services operations, including season ticket sales, renewals, upgrades, and benefits.
• Collaborate with ticketing vendors and platforms to ensure a seamless ticket purchasing experience for fans.
• Develop and implement strategies to enhance the value and benefits of membership programs and increase fan participation.

5. Fan Engagement and Communication:

• Collaborate with the Marketing and Communications teams to develop fan engagement initiatives and communication strategies.
• Oversee the creation and distribution of fan newsletters, updates, and other relevant communications.
• Utilize customer relationship management (CRM) systems and tools to segment and personalize fan communications.

6. Fan Experience Enhancement:

• Work closely with the Events and Game Operations teams to develop fan experience initiatives and enhancements.
• Identify opportunities to improve the gameday experience, stadium amenities, and fan services.
• Coordinate with vendors and service providers to ensure high-quality services are delivered to fans.

7. Feedback and Surveys:

• Design and implement fan satisfaction surveys to gather feedback and insights.
• Analyze survey results and feedback to identify areas for improvement and implement action plans.
• Regularly report on fan satisfaction metrics and trends to senior management and other stakeholders.

8. Fan Data Privacy and Compliance:

• Ensure compliance with relevant data privacy regulations, such as GDPR and CCPA.
• Implement appropriate measures to safeguard fan data and protect against data breaches.
• Develop and communicate privacy policies and practices to fans and stakeholders.

Qualifications:

• Bachelor’s degree in business administration, marketing, or a related field. Master’s degree is a plus.
• Proven experience in consumer service or customer experience management, preferably in the sports or entertainment industry.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Excellent communication and interpersonal skills, with the ability to build relationships with fans and stakeholders.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in customer service software and CRM systems.
• Data-driven mindset, with the ability to analyze customer service data and drive improvements.
• Knowledge of ticketing systems and processes is a plus.
• Passion for sports, particularly professional football, and a deep understanding of fan culture and engagement.

Join our organization as a Consumer Services Director and contribute to delivering exceptional customer experiences, fostering fan loyalty, and driving fan engagement.

Note: This job description is a general overview, and responsibilities may be subject to change based on the specific needs and requirements of the League.