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- Tasks: Lead a team to enhance fan experiences through data analysis and effective communication.
- Company: Join Fanatics, a leader in licensed sports merchandise, passionate about fans and innovation.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration.
- Other info: Multi-lingual candidates are encouraged to apply, especially in Spanish, French, and German.
- Why this job: Be part of a fan-obsessed culture that values creativity and teamwork.
- Qualifications: 7 years in customer operations and 5+ years in leadership preferred.
The predicted salary is between 42000 - 84000 £ per year.
Global Fan Experience – Operations Manager
Fanatics Manchester, England, United Kingdom
Global Fan Experience – Operations Manager
Fanatics Manchester, England, United Kingdom
2 days ago Be among the first 25 applicants
Job Description
At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: 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.
The Game Plan
It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics.
Job Description
At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: 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.
The Game Plan
It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics.
Summary
This leader is responsible for inspiring a team of supervisors, team leaders, and athletes (customer service advisors) to perform at a high level through effective communication, mentorship, data analysis, and customer service technology tools. They will exhibit extensive and confirmed capabilities such as supporting fan-focused strategy decisions, continually improving processes, setting direction and driving performance of teams, leading employee engagement and development, and managing wide ranges of cross-functional relationships with internal and external partners. They are passionate about relentlessly enhancing the fan experience, effective communication, maximizing the capabilities of their teams, root cause analysis, improving processes, meeting/exceeding value-add goals, and forward thinking in terms of data and technology tools. They lead a fan-first organisation that is fan-obsessed, agile, and passionate for the best fan experience. They are determined and relentless to make the fan experience both memorable and beloved.
General Responsibilities
- Consistently analyze and leverage data of key KPI\’s to drive targets and process improvements including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Average Handle Time, Adherence, Quality, Customer Satisfaction/Customer Delight, additional Service Level Agreements
- Position will be responsible for determining and providing innovative solutions to identify key contact drivers, drive revenue, reduce cost, and ensure all appropriate regulatory and compliance framework is adhered to (e.g. PCI/PII, GDPR, etc.)
- Liaise with direct report teams, fulfillment operations, logistics, merchandising, marketing, business analytics, and technology teams to gather information, provide key insights, and resolve issues
- Coordinate resources, remove barriers, and work cross-functionally with external partners in various capacities such as marketplace operations, drop ship vendors, and MTO/3PL partners
- Strategize messaging to adapt to the voice of the fan (customers) and enhance the Fanatics brand globally
- Strong technical proficiency with various customer experience technologies including but not limited to contact experience platforms, e-commerce front end/back-end tools, order management systems, content management systems, and AI/Machine-Learning powered conversation analytics systems etc.
- Know the business subject matter and content thoroughly and serve as a key decision maker in shaping it
- Strong problem-solving and analytical skills to leverage relevant data and reports, conducting root cause analysis to identify and share data-driven trends
- Collaborate effectively with other internal business partners/org leaders and/or business verticals to drive value and share insights
- Manage staffing, workflows, and performance seamlessly for on-premise, hybrid, and remote employees
- Maximize team performance through training, motivation, project management, and incentive programs
- Lead a supportive, growth-mindset culture with all members on the team
Education & Experience
- 7 years of customer operations experience
- 5+ years of leadership experience preferred
- Experience in the E-Commerce space preferred
- Value and appreciate the omni-channel fan journey
- Model a culture of ownership in every interaction
- Thrive in a fast-paced environment
- Advanced communication skills in writing, speaking, and various digital formats. Comfortably capable of delivering to senior-level / C-level audiences
- Strong proficiency in Microsoft Office suite | foundational experience with Excel/Pivot tables
- Knowledgeable user of digital technologies such as CRM technologies, Conversation-Analytics Software, Contact Center Technologies, Customer Review Tools, and various order management tools (i.e. EDI, DAX, Cloud Reporting, etc.)
OTHER:
- Multi-lingual candidates are encouraged to apply (preferred Spanish, French, and German)
Working Conditions
Office – Typical Office environment with little exposure to excessive noise, dust, temperature, and the like. Extended use of computer keyboard and viewing of computer monitor for daily tasks and potential virtual meetings. Ability to sit for long periods of time.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Management and Manufacturing
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Industries
Technology, Information and Internet
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Global Fan Experience - Operations Manager employer: Fanatics
Contact Detail:
Fanatics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Fan Experience - Operations Manager
✨Tip Number 1
Familiarise yourself with Fanatics' BOLD Leadership principles. Understanding how they build championship teams and their obsession with fans will help you align your mindset with theirs during interviews.
✨Tip Number 2
Showcase your experience in data analysis and customer service technology tools. Be prepared to discuss specific examples of how you've used these skills to enhance customer experiences in previous roles.
✨Tip Number 3
Network with current or former employees of Fanatics. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Prepare to discuss your leadership style and how you foster a growth mindset within your team. Fanatics values collaboration and development, so highlighting your approach to team management will set you apart.
We think you need these skills to ace Global Fan Experience - Operations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Global Fan Experience - Operations Manager position. Understand the key responsibilities and required skills, especially those related to customer operations and data analysis.
Tailor Your CV: Customise your CV to highlight relevant experience in customer operations and leadership. Emphasise any previous roles where you improved processes or enhanced customer experiences, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for sports and fan engagement. Mention specific examples of how you've successfully led teams or projects that align with Fanatics' BOLD Leadership principles.
Showcase Technical Proficiency: In your application, highlight your experience with customer experience technologies and data analysis tools. Mention any familiarity with CRM systems, e-commerce platforms, or AI-driven analytics, as these are important for the role.
How to prepare for a job interview at Fanatics
✨Show Your Passion for Sports
Make sure to express your love for sports and how it drives your work ethic. Fanatics is all about being obsessed with fans, so share personal experiences that highlight your enthusiasm for the game and how it translates into creating memorable fan experiences.
✨Demonstrate Leadership Skills
Prepare examples of how you've successfully led teams in the past. Discuss your approach to mentorship, communication, and performance management, as this role requires inspiring a team to achieve high standards.
✨Be Data-Driven
Familiarise yourself with key performance indicators relevant to customer operations. Be ready to discuss how you have used data analysis to drive improvements and make informed decisions in previous roles.
✨Emphasise Problem-Solving Abilities
Highlight your analytical skills and provide examples of how you've tackled challenges in fast-paced environments. Show that you can think critically and creatively to enhance processes and improve the overall fan experience.