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Director, Experience with Washington Nationals in WASHINGTON · DC

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Facility Operations/Event Staff: Event Guest Relations
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SUMMARY
Reporting to the Vice President, Experience and Hospitality, the Director of Experience is responsible for delivering world-class, safe and enjoyable Customer Experience (CX) throughout the Washington Nationals Organization.  Working with the VP, Experience and Hospitality, the director influences the senior management team in providing seamless interactions and mutual value to customers to promote loyalty and retention. This position will have oversight into  company-wide CX programs, which include customer research and analytics, customer relationship management, customer service, and business process improvement. This position works closely with business strategy and analytics, IT, service delivery, and human resources to facilitate customer experience excellence.


The Nationals are a military-friendly organization actively recruiting veterans and spouses.


Essential Functions:
  • Identify, design, develop, and measure differentiated experiences to drive consumer lifetime value.
  • Develop views of both present and future customer journeys through quality research.
  • Oversee annual experience mapping process for all Washington Nationals events. Share findings with internal stakeholders and contracted partners to assure a proactive response to changing touchpoint trends.
  • Lead projects that enhance the organization's understanding of the customer and serve as a customer advocate.
  • Translate customer needs into business requirements.
  • Lead teams in developing business and customer cases to drive experience improvement.
  • Establish, communicate and supervise agreed upon guest experience goals for each partner and the partners’ ability to successfully implement programs to reach service goals.
  • Understand and interpret customer experience measurements: Analyze reports (Secret shopper, 24/7 Software, CRM, MOD, Guest Surveys) and collaborate with key stakeholders to improve processes, create efficiencies and improve experiences.
  • Work with the BSA and IT to identify and implement new technology that will assist in all aspects of the experience.
  • Develop and implement operational plans to ensure consistency of standards and deliver exceptional customer experiences.
  • Collaborate with and direct all stakeholders and all partners to develop, redefine, execute and revise the guest experience.
  • Support and assist with the execution of MLB initiatives.
  • Proactively collaborate with ballpark partners and internal departments to provide accurate information to front-line team members.
  • Create effective communication across multiple internal channels to increase the ability to change the customer experience.
  • Hire, set the direction , mentor, train, develop, and lead the Guest Support Specialists who respond to all incoming communication to the organization.
  • Assist with budget planning and tracking, engage in business and strategy planning and provide insight and recommendations.
  • Other duties as assigned.

Education & Experience:
  • Bachelor’s degree in business or merchandise-related field; MBA strongly preferred.
  • Minimum of 8 years of Customer Experience with complex guest resolution, preferably in sports or hospitality.
  • Effective customer service program development, planning and training experience required.
  • Supervisory experience required.
Knowledge, Skills, and Abilities necessary to perform essential functions:
  • Demonstrate natural diplomacy with the ability to understand and execute with professional poise, while demonstrating integrity, and adaptability.
  • Professional and diplomatic written and oral communication with all employees and guests.
  • Values direct, honest communication across all levels: senior executives, full-time staff, part-time (game-day) staff.
  • Proficient in Microsoft Suite along with other applicable technological applications relevant to the position.
  • Conduct user research and synthesize customer data from many sources to identify opportunities and recommend opportunities for improvement.
  • Translate subjective preferences into objective guidelines.
  • Strong cross-functional understanding of service delivery.
  • Ability to manage programs with multiple components, and align internal and external resources to achieve results.
  • Strong problem-solving capability and creative thinking skills.
  • Forward thinking, proactive and the ability to work independently.
  • Understand the shifting priorities and workload management.
  • Customer-centric mindset, both internal and external.
  • Exceptional organizational skills with the ability to succeed in a fast-paced, high-volume environment with the fortitude to multi-task.
  • Interest in sports marketing, entertainment, and baseball as a career preferred.


Physical/Work Environment:


Office: Working conditions are normal for an office environment. 
Schedule: A flexible schedule is required including the ability to work 81 home games events occurring on weekends, variable shifts, and holidays.
Physical: Ability to walk/stand for long periods /navigate in a sports facility setting.

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