At a Glance
- Tasks: Lead the Fan Services team to enhance customer experiences and drive operational excellence.
- Company: Join Fanatics, the global leader in licensed sports merchandise with a vibrant culture.
- Benefits: Competitive salary, growth opportunities, and a dynamic work environment.
- Other info: On-site role in Stakehill with a focus on innovation and collaboration.
- Why this job: Make a real impact on fan experiences while working with iconic sports brands.
- Qualifications: 10+ years in customer operations and strong leadership skills required.
The predicted salary is between 75600 - 92400 £ per year.
Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.
ROLE OVERVIEW
The Director, Fan Services leads the Fan Services customer service organization across first and second line teams, owning the departmental budget, headcount planning, and vendor/BPO relationships in partnership with global teams. This role works across internal Fanatics International stakeholders to prioritize activity for the benefit of partners and fans, delivering feedback to the SLT on progress and future opportunities while bringing extensive experience of best-in-class processes, tools, and performance management. The Director, Fan Services delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.
HOW WILL YOU DRIVE IMPACT
- Team & Leadership Impact (Build Championship Teams): Liaise with fulfillment operations, logistics, merchandising, marketing, business analytics, Partnerships, and technology teams to gather information, provide key insights, and resolve issues across the organization. Coordinate resources, remove barriers, and work cross-functionally with external partners including marketplace operations, drop ship vendors, and MTO/3PL partners to ensure seamless operations. Lead and present Fan Services operational data on daily, weekly, and monthly business review calls to senior and executive leadership, proactively communicating core KPIs and delivering strategies to overcome operational challenges.
- People Leadership: Manage staffing, workflows, and performance seamlessly for on-premises, hybrid, and remote employees, maximizing team performance through training, motivation, project management, and incentive programs. Develop succession plans and talent pipelines for managers, supervisors, and team leaders to build organizational depth and resilience. Deploy policies, procedures, and service level standards across the customer service organization in partnership with global teams to ensure consistent, high-quality execution.
- Fan & Customer Impact (Obsessed with Fans): Own the voice of the fan by serving as the subject matter expert for customer sentiment and feedback, strategizing messaging that adapts to fan needs and enhances the Fanatics brand globally. Consistently analyze and leverage data to drive targets and process improvements across key metrics including Net Promoter Score, Customer Satisfaction/Customer Delight, First Contact Resolution, Appeasement per Contact, and Contacts per Order. Identify and reduce contact drivers through innovative solutions while ensuring adherence to all appropriate regulatory and compliance frameworks, including PCI/PII and GDPR. Develop and manage BPO and vendor partner relationships — including performance, cost, and contract oversight — to ensure fans receive best-in-class service across every channel.
- Innovation & Problem Solving (Limitless Entrepreneurial Spirit): Apply strong technical proficiency across customer experience technologies including contact experience platforms, e-commerce front-end/back-end tools, order management systems, content management systems, and AI/Machine Learning-powered conversation analytics systems to drive continuous improvement. Leverage omni-channel operational expertise to identify gaps, design scalable solutions, and enhance the end-to-end fan service experience across all touchpoints. Bring innovative approaches to first and second line contact management, improving resolution rates and reducing friction across own and 3PL operations. Identify opportunities to integrate emerging technologies and data-driven tools to improve efficiency, reduce costs, and elevate fan outcomes.
- Ownership & Execution (Determined & Relentless Mindset): Own the strategic roadmap, budget, and resource planning for the Fan Services customer service organization, aligning headcount, technology, and vendor/BPO investment to business goals. Drive performance management across the team with a disciplined focus on financial targets and third-party SLAs, ensuring accountability at every level of the organization. Thrive in a fast-paced, high-growth environment, demonstrating the ability to manage competing priorities with urgency and composure while delivering results at scale. Communicate clearly and confidently in writing, speaking, and digital formats to senior-level and C-level audiences, translating operational complexity into strategic insight.
AI & DIGITAL CAPABILITY
We are building a future-ready organization. This role is expected to:
- Apply AI and technology to improve efficiency, quality, and outcomes
- Use data and digital tools to inform decisions and enhance performance
- Demonstrate curiosity and adaptability in adopting new technologies and ways of working
- Contribute to a culture of innovation and continuous improvement
CAPABILITIES & EXPERIENCE YOU BRING
Required Qualifications:
- 10+ years of customer operations experience, including deep expertise in first and second line contact management and managing own and 3PL operations.
- 7+ years of people leadership experience, including demonstrated success leading leaders and managers across on-premises, hybrid, and remote environments.
- Experience and understanding of omni-channel operations and the e-commerce space.
- Advanced communication skills in writing, speaking, and digital formats, with the ability to deliver comfortably to senior-level and C-level audiences.
- Strong proficiency in Microsoft Office suite, including foundational experience with Excel and pivot tables; knowledgeable user of CRM technologies, Conversation-Analytics Software, Contact Center Technologies, Customer Review Tools, and order management tools such as EDI, DAX, and Cloud Reporting.
- Proven track record of owning departmental budgets, headcount planning, and BPO/vendor relationships including performance, cost, and contract oversight.
- Multi-lingual candidates are encouraged to apply; Spanish, French, and German are preferred.
Education: Bachelor's degree in business, communications, management, or a related field.
WORK LOCATION
On-site: Your work location will be onsite in Stakehill.
At Fanatics, we operate with a BOLD mindset - We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.
Director, Fan Services in Manchester employer: Fanatics Commerce
Fanatics Commerce is an excellent employer for those passionate about sports and retail, offering a dynamic work environment where employees can thrive during high-energy game days. With a strong focus on employee growth, you will have opportunities to enhance your product knowledge and customer service skills while being part of a supportive team that values exceptional service and brand representation. Located in a vibrant area, the company fosters a culture of enthusiasm and teamwork, making it a rewarding place to work for anyone looking to make a meaningful impact in the retail space.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Fan Services in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fanatics Commerce. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fanatics Commerce before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Fan Services in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fanatics Commerce:Your cover letter is your chance to shine! Tell us why you want to work at Fanatics Commerce specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fanatics Commerce!
How to prepare for a job interview at Fanatics Commerce
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
