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Fan Service Manager
Highbury House
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Description

DEPARTMENT DESCRIPTION

The Venue Department is responsible for the sales and fulfilment of all seasonal and match-by-match ticketing inventory across all General Admission (GA) and Premium areas of the stadium.

The Venue Department also manages the service of all fans on matchdays and non-matchdays.

The department is responsible for the matchday operation across all areas of the stadium, ensuring a world-class fan experience for all fans inside and outside the venue, on matchdays and non-matchdays.

In addition, the department is responsible for driving the technological enhancements to ensure our venue remains world-class and our supporters are given the best possible experience with every interaction.

The Venue Department is ultimately responsible for maximising commercial opportunity from every seat in the stadium and simultaneously delivering a best in class service to all supporters and visitors to Emirates Stadium regardless of where they sit in the venue.

JOB PURPOSE

Leading, coaching, and developing a team of Fan Service Advisors to achieve quality, satisfaction, and efficiency performance targets. Championing Arsenal Football Club's supporters and customers by ensuring the very best user experience possible across all product offerings and channels including voice, email, live chat and in person. Management responsibility of the voice of the customer program driving insight across the organisation. Responsible for the Club's Supporter Liaison Officer (SLO) duties as required. Work stream ownership in organisation-wide projects / programs. Providing cross-functional operational support to facilitate match days and events.

KEY RESPONSIBILITIES

Overall management responsibility of a team of c8 Fan Service Advisors.

The voice of the supporter internally - design, implementation and leadership of the voice of the customer program, championing the supporter on all service matters and keeping the supporter at the forefront of relevant business decisions.

Responsible for the Club's Supporter Liaison Officer duties - including interaction with supporter groups, and presence and responsibilities at home and away fixtures as required.

Ownership of the implementation and achievement of elements of the Club's current and future customer service strategies including 2021 fan loyalty program.

Work with Head of Fan Services and Supporter Liaison to continually improve the product offering and devise future service strategies.

Championing contemporary technology solutions to drive efficiency and service enhancements.

Produce and present reports and analysis to review performance and forecast appropriate resources required.

Coaching and development of Fan Service Advisors through the application and delivery of a performance management and quality framework to achieve service excellence across all interactions.

Regular 121s, quality monitoring, and consistent coaching for all team members.

Timely and accurate administration of holidays, absence, overtime and any other relevant team admin tasks.

Monitoring and management of the fan services function to ensure all KPIs and performance targets are achieved and exceeded where possible - including first contact resolution, customer satisfaction, and efficiency.

Responsible for the function's complaints process, and a final complaints escalation point.

Planning, prioritisation and delegation to ensure the successful operation of the function.

Ensure necessary resources and tools are available for the achievement of functional objectives and key results.

Create and administrate fan engagement and feedback surveys through available channels to understand and meet / exceed needs and expectations.

Work cross-functionally across the organisation to identify and continually improve and evolve the customer service offering.

Adopting a root cause analysis (RCA) approach to troubleshoot and remedy any issues affecting the customer experience.

Represent the department at relevant organisation-wide opportunities including the commercial executive meeting / forum.

Match/Event responsibilities and organisation

Attendance at all home games required and travel to circa 50% of away games, including European fixtures

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Specific Experience:

Required

Previous experience leading a large multi-channel customer service / contact centre team is essential.

Experience with modern customer solutions like Zendesk / Freshdesk.

Must have a passion for leading and inspiring others, and working with customers to deliver world-class service.

Desired

Relevant customer service qualifications (NVQ, ICS, C&G) are desirable.

Relevant ticketing / events / sports experience is advantageous.

Abilities/Skills/Knowledge:

Customer obsessed and able to lead and inspire this in others. Enjoys all aspects of team / people management. Digitally proficient and confident with popular applications including Microsoft Office - strong Excel skills are essential. Able to and enjoys working in demanding conditions, and concurrently on multiple tasks

Closing Date: 28/02/2021

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