Fan Experience Manager
We've got an exciting opportunity to join our Fan Experience Team. We're looking for a Fan Experience Manager to support in the ongoing improvement of end-to-end experiences and service delivered at LFC.
The Fan Experience team work collaboratively across all departments to identify and initiate improvements to ensure fans have a world class experience whenever and wherever they interact with the Club.
Supporting the Senior Fan Experience Manager, you will assess the quality of delivery of our fan experience, identify opportunities to improve and partner with designated departments across the Club. You will deliver best practice in customer experience and service delivery through sharing knowledge and training, enabling continuous improvement, enhanced fan experiences and service excellence.
What will you be doing?
-Work with departments to achieve seamless alignment in fan journeys, identifying best practice in customer experience and service delivery externally and translating these to relevant LFC experiences.
-Create and drive actions on a plan of continuous improvement for end-to-end experience and service delivery, influencing across functions in the Club to implement cost effective and innovative fan/customer focussed experiences.
-Work with L&D to shape and influence the Service Excellence training and forums for leaders; ensuring we deliver engaging and relevant content and discussions which drive positive change.
-Agree quality standards for all aspects of service delivery, providing feedback to inform a continuous improvement plan and ensuring individuals and areas that deliver service excellence are recognised for their contribution.
-Work with stakeholders and other members of the Fan Experience team to design, agree, update and maintain the service tone of voice and translate this so everyone at the point of service can deliver this in every interaction.
-Influence and drive Match/event day and fan facing communications to ensure fans and visitors always have the best possible information.
-Create and establish governance, dashboards, MI, briefings, and actionable insight as needed, collaborating with the Insight and T&T teams to leverage best practise and technology to support you.
Who are we looking for?
To be successful, you will have a proven background in Customer Experience Management with demonstrable experience of improving customer experiences in other organisations. With strong service design skills, which includes service blueprints and customer journey maps, you will have the ability to cut through the ambiguity to create and implement plans. You`ll have good customer experience strategy knowledge including a good understanding of CSAT/NPS and mystery shopping measurement tools. You will have a true passion for continuous improvement and be comfortable influencing and partnering with a variety of stakeholders to drive implementation of new experiences.
You will have change management skills and conflict resolution experience. You will have a creative flair, with the confidence to engage and communicate at all levels across the Club. Your skills will include project management, people management and commercial analysis.
You may not currently work in football, or even sport, but don`t let that put you off - we are looking for someone who is passionate about fans (or customers in a non-sporting role) and doing the right thing for them.
Why should you apply?
Liverpool FC is an icon of global sport, a brand with an exceptional heritage. Hundreds of millions of people across the globe are devoted to the Club, but there is more to Liverpool FC than the scale of its fanbase. Over 100 years of success and heartache has forged a truly unique identity. Working for Liverpool FC makes you more than just an employee, you are an integral part of the world`s greatest football family.
This is a full-time permanent role working 35 hours per week on a flexible 5 from 7 days basis. Your main base will be at the iconic Anfield Stadium; however we have a hybrid working approach, with flexibility to work from home and other sites as required.
To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and a contributory pension scheme.
You will have access to our benefits kit bag where you can get high street discounts, and a selection of benefit schemes you can join. There are opportunities to get involved with volunteering through our LFC Foundation to give back to the local community.
We aspire to be the most inclusive club in world football - providing fair and appropriate opportunities to as many people from different backgrounds as possible, being welcoming and meeting their needs as best we can. We are committed to hiring great people representative of a variety of backgrounds, perspectives, and skills, not just because it`s the right thing to do, but because we believe it makes our Club stronger. If you share our enthusiasm and passion for inclusivity, then we want to hear from you.
Liverpool FC is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all Colleagues and Volunteers to share this commitment.