Director, Fan Services: Global Fan Experience & CX Leader

Fanatics Commerce; Manchester; On-site; GBP 120,000 - 160,000; Full time

Job summary

Fanatics Commerce is seeking a Director, Fan Services to lead the Fan Services organization across first and second line teams, owning budget, headcount planning, and vendor relationships in partnership with global teams. The role requires strategic leadership, data-driven decision making, and the ability to drive performance across on-premises, hybrid, and remote staff.

You will deliver KPIs, manage BPO partnerships, and align technology, processes, and people to improve fan experiences while

Qualifications

• 10+ years in customer operations leadership roles.
• Experience managing 3PL/vendor relationships.
• Proven track record in budgeting and headcount planning.
• Strong communication to C-level audiences.
• Bachelor's degree in business or related field.
• Experience with omni-channel e-commerce.

Responsibilities

• Lead Fan Services across first and second line teams.
• Own department roadmap, budget, and headcount planning.
• Partner with global teams and external vendors.
• Present KPIs to senior and executive leadership.
• Drive initiatives leveraging data, AI-enabled insights.
• Ensure PCI/PII and GDPR compliance.

Skills

Customer operations

People leadership

Omni-channel

Vendor management

Executive communication

Budget planning

Stakeholder management

Data analytics

Education

Bachelor's degree

Tools

CRM systems

Ecommerce platforms

Excel & Pivot

Job description

Fanatics Commerce is seeking a Director, Fan Services to lead the Fan Services organization across first and second line teams, owning budget, headcount planning, and vendor relationships in partnership with global teams. The role requires strategic leadership, data-driven decision making, and the ability to drive performance across on-premises, hybrid, and remote staff.

You will deliver KPIs, manage BPO partnerships, and align technology, processes, and people to improve fan experiences while