Carolina Ascent FC
FAN RELATIONS MANAGER
Carolina Ascent FC - Manager
Charlotte · NC
Ticket Operations · Event Operations/Management · Client Relations/Customer Service
0
6
hours ago
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
FAN RELATIONS MANAGER – Carolina Ascent and Charlotte Independence
FAN RELATIONS MANAGER – Carolina Ascent and Charlotte Independence
LOCATION: Charlotte North Carolina
DEPARTMENT: TICKETING & OPERATIONS
REPORTS TO: VICE PRESIDENT OF SALES & OPERATIONS & DIRECTOR OF EVENTS
STATUS: FULL-TIME (EXEMPT)
Empower Sports and Entertainment, LLC
The Carolina Ascent (The Gainbridge USL Super League) and Charlotte Independence (USL League One) are looking for a Fan Relations Manager to join our team in Charlotte, NC.
The Fan Relations Manager is responsible for assisting the VP Tickets Sales and the Director of Stadium Events and Operations for both the Carolina Ascent and the Charlotte Independence as well as other third-party events at American Legion Memorial Stadium in Charlotte. Duties include assisting with the execution of game day operations for all sports and stadium events at Memorial Stadium that Empower Sports and Entertainment control the event, fan relations and box office management, including but not limited to scheduling of part time customer service staff and assisting in the management of game day workers, managing ticket sales booths, and assisting the VP Ticket Sales and Director of Stadium Events and Operations in delivering outrageous customer service at the stadium events.
POSITION SUMMARY:
The Fan Relations Manager is expected to provide world-class customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. In addition, this position will provide programming, problem solving, and event support by executing a variety of operational tasks.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
I. In Stadium Responsibilities:
- Create and effectively coordinate the staff schedule for the Fan Relations Team
- Greet guests and provide prompt answers and directions as needed at home matches.
- Cultivate an environment of world-class guest service with enthusiasm for all visitors and customers.
- Oversee the in-stadium promotional premium giveaways, roster cards, etc.
- Assist game day guests with facility orientation.
- Be knowledgeable about prices, programming, and the events schedule.
- Provide accurate, clear, and concise radio communication whenever appropriate to teammates, Mecklenburg County supervisors, police, security, and concession.
- Help maintain accurate records of participant waivers, event information, and incident reports.
- Help provide guest feedback/concerns and direct that feedback to the appropriate supervisors.
- Assist in facility schedule coordination and communication to all relevant stakeholders inside and outside the organization.
- Primary point of contact on game night with the Mecklenburg County staff, Security, and the ambulance/ EMT staff
- Prepare post-game reports regarding operational issues, as well as documenting concession and security event reports and fan incidents.
- Oversee the customer service experience for our Premium Seating and VIP Ticketholders
- Create an incentive and rewards program for all outsourced vendors (i.e. Security, concessions, etc.)
II. In Office Responsibilities:
- Provide highest level of customer service to all internal and external customers.
- Create a customer service operating plan that outlines standards and guidelines, goals, and objectives to rate customer service satisfaction scores.
- Maintain confidentiality with guest and Team Member information.
- Hire, train, and develop the Guest Services Team and ensure all phone calls are answered on a timely basis that meets our team customer service standards.
- Prepare surveys for post-game feedback on game experience from fans.
- Serve as department liaison with staff, customers, and the general public pertaining to fan relations communications.
- Conduct weekly check-in calls with season ticket holders to obtain fan feedback.
- Check in with season ticketholders who have been absent from attending games.
- Address incoming calls or inquiries related to fan-related matters.
THE IDEAL CANDIDATE HAS:
- A strong passion for serving.
- Proficient administration skills
- Proven ability to learn new software programs.
- Proven success in managing multiple tasks at one time.
- Experience and success in customer service, leadership, and organization.
- Action-oriented personality with a “get it done” attitude and proficiency for efficiency.
- Proven ability to evaluate team member performance based on established KPI’s.
MINIMUM QUALIFICATIONS:
- 3-5 years of customer service experience is preferred.
- Bachelor's Degree in related field is preferred.
- Flexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessary
- Excellent communication skills, both verbal and written
- Ability to maintain focus in a high-volume, fast-paced environment.
- Must have excellent guest service skills.
- Must be detail-oriented and have outstanding organizational skills.
- Ability to multi-task and prioritize.
- Ability to remain calm and focused in difficult and stressful situations.
- Must take personal initiative for the betterment of the team and facility.
- Commitment to the safety and wellbeing of others
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift twenty pounds waist high.
- May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend.
- Will be required to operate a computer.
- Stadium has intermittent noise.
Job Questions:
Do you have any experience with customer service?
