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Head of Fan Engagement

2 months ago

St Petersburg, Florida, United States Rays Baseball Club LLC Full time
Position Overview

The Rays Baseball Club LLC is on the lookout for a passionate and innovative leader to take on the role of Director of Fan Experience. This position is essential for fostering an environment that prioritizes exceptional service and creates enjoyable and unforgettable moments for fans and staff at our venues.

Key Responsibilities:
  • Lead and oversee the strategic development and implementation of the guest experience initiative, enhancing the overall service ethos.
  • Design, execute, and manage training and development programs that unify all teams contributing to the Rays experience.
  • Mentor and empower team members to meet our objectives and enhance the guest experience.
  • Establish metrics to assess Guest Service performance through surveys and other analytical tools, using data to inform strategic decisions.
  • Develop and implement recognition and incentive programs for game day staff that promote high standards of service.
  • Create and deliver training programs across all departments, while establishing a robust evaluation system for program effectiveness.
  • Collaborate with the Fan Experience training coordinator to launch employee recognition initiatives.
  • Establish and maintain a complaint resolution framework to ensure timely and effective responses to customer feedback.
  • Document employee interactions, provide guidance to Guest Services team members, and pursue corrective actions as necessary.
  • Lead initiatives to enhance accessibility at our venues.
  • Oversee recruitment and hiring processes for game day personnel.
  • Manage a team of 300 front-line staff while coordinating with Security, Merchandise, Concessions, and Housekeeping.
  • Work closely with various departments including analytics, community engagement, marketing, and operations to generate innovative fan engagement strategies.
  • Supervise the Stadium Tour program.
Qualifications:
  • A Bachelor's degree in hospitality, marketing, sports management, business administration, or a related field is required. Equivalent work experience may be accepted.
  • A minimum of 5-7 years of experience in managing large teams in a service-oriented or hospitality environment.
  • Experience in leading a diverse full-time workforce.
  • A demonstrated commitment to service excellence and guest satisfaction.
  • Strong leadership capabilities with experience in coaching and motivating staff.
  • Proven experience in developing training materials.
  • Exceptional problem-solving abilities.
  • Excellent interpersonal skills, with a focus on teamwork.
  • Willingness to work flexible hours, including evenings, weekends, and holidays as required.
  • Experience in budget management and financial oversight.
  • Familiarity with scheduling software is preferred.
  • Background in guest service or hospitality within the sports or entertainment sectors is advantageous.