PFL | Professional Football League
Consumer Services Director
PFL | Professional Football League, Atlanta, Georgia, United States, 30383
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:
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.
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.
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.
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.
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.
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.
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.
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.
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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:
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.
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.
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.
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.
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.
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.
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.
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.
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