Head of Fan Services & Customer Experience

Fanatics Collectibles; Manchester; Sur place; GBP 120 000 - 180 000; Plein temps

Résumé du poste

Fanatics Commerce is seeking a Director, Fan Services to lead the global customer service organization, owning budget, headcount planning, and vendor relationships, working with cross-functional teams to deliver fan-centric excellence.

You will drive operational data, KPIs, and strategic initiatives across on-site, hybrid, and remote teams, leveraging AI-enabled insights and advanced analytics to enhance fan experiences and regulatory compliance.

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.
• Multilingual candidates are encouraged to apply; Spanish, French, and German are preferred.

Responsabilités

• Liaise with cross-functional teams to gather information, provide insights, and resolve issues across the organization.
• Coordinate resources, remove barriers, and work with external partners to ensure seamless operations.
• Lead and present Fan Services operational data on business reviews to senior and executive leadership, communicating core KPIs and strategies.
• Manage staffing, workflows, and performance for on-premises, hybrid, and remote employees; develop talent pipelines.
• Own the strategic roadmap, budget, and resource planning for the Fan Services organization, aligning technology and vendor investments with goals.
• Communicate clearly to senior audiences, translating operational complexity into strategic insight.

Connaissances

Customer operations leadership

People leadership

Omni-channel operations

Executive communication

CRM & analytics tools

Budget & vendor management

Multilingual

Formation

Bachelor's degree in business, communications, management

Outils

Excel & Pivot Tables

CRM technologies

Order management tools (EDI, DAX)

Cloud reporting

Description du poste

Fanatics Commerce is seeking a Director, Fan Services to lead the global customer service organization, owning budget, headcount planning, and vendor relationships, working with cross-functional teams to deliver fan-centric excellence.

You will drive operational data, KPIs, and strategic initiatives across on-site, hybrid, and remote teams, leveraging AI-enabled insights and advanced analytics to enhance fan experiences and regulatory compliance.