Sporting Kansas City’s Fan Services Manager will develop, lead and maintain a program that fosters the ultimate experience for all Sporting Kansas City guests.
The position is to be a key contributor to the Operations team while ensuring all work is consistent with the Sporting KC brand purpose: “We create memories through personalized experiences with our Club.”
Sporting Kansas City is an equal opportunity employer. We celebrate diversity and equity and are committed to creating an inclusive environment for all associates. All associates are expected to positively collaborate with individuals of diverse backgrounds. All talented individuals looking for a challenge are encouraged to apply.
Provide the highest level of service and establish expectations for the Fan Services Team, as well as continuously pursue the next level of service by developing and coordinating additional service behavior programs designed to enhance relationships with all guests, vendors and partners.
Continuously research fan services options, studying what other organizations are doing and identifying best practices.
Host and operate all job fairs for part-time positions at Children’s Mercy Park.
Train all associates on the Fan Services and Parking Teams by providing adequate orientation and organizational training, and role-specific training throughout the year.
Manage the work environment to ensure maximum efficiency and productivity, scheduling, leading, incentivizing and rewarding performance.
Help create new ideas for the overall experience that fans receive on match days, as well as solve any issues to make sure that fans have a remarkable experience at Children’s Mercy Park.
Build a culture that is both empowered and committed to delivering exceptional service.
Resolve fan related issues in an appropriate manner, tracking service issues to identify trends and service improvement opportunities.
Post all matches and events on a scheduling platform so part-time associates can sign up to work and create a deployment for associates to place everyone in a specific spot.
Review, define/refine, and develop metrics and processes to ensure overall fan satisfaction levels are being tracked.
Assist the People Team with all Fan Services/Parking Associate paperwork and additional information needed.
Approve all time tracking and payroll for associates on the Fan Services/Parking Teams.
Manage inbound and outbound calls, emails and in-person meetings related to fan suggestions and complaints on a daily basis.
Work all home matches and non-soccer related events as necessary.
Support Sporting Kansas City’s mission, vision and purpose.
Represent Sporting Kansas City and its related affiliates in a professional manner at all times.
Perform other related tasks as assigned.
Match Day Responsibilities
Full-time associates act as representatives of Sporting Kansas City at all home matches, engaging with guests and working to create Magic Moments for all fans.
Create Event Information Sheets and other event day documentation for all fan service and parking part-time associates.
Create all Team Lead packets with deployment, game report and incident report to be filled out during the game.
Prepare event day equipment for all fan service and parking posts including ticket scanners, radios, wristbands, deployment assignments, uniforms, etc.
Meet with Team Captains to brief on the event timeline and activities.
Conduct a complete drive-through of the parking lots to ensure an efficient experience for all guests.
Conduct a complete walk-through of the stadium to ensure a premium experience for all guests.
Monitor ISS 24/7 Incident Management System and act as the “On Call Leader” by responding to any fan experience issues that arise.
Collect and review all documents including incident reports.
Return all equipment inventory to its proper storage.
Create a post-game after action report for the Leadership Team.
Perform other related duties as assigned.
Strong organizational, communications and interpersonal skills.
Ability to organize work effectively, conceptualize and prioritize objectives and exercise independent judgment based on an understanding of organizational policies and activities.
Independent judgment to plan, prioritize and organize a diversified workload.
Ability to coordinate and lead multiple tasks and projects.
Ability to demonstrate poise, tact and diplomacy. Strong teamwork aptitude required.
High level of interpersonal skills to handle sensitive, confidential situations and information.
Self-motivated and goal-driven.
Professional appearance and attitude, as well as ability to work with others.
Skills and Experience
Bachelor’s Degree in Sports Management, Hospitality, Business Management or other related field required.
Minimum of three (3) years of experience in Fan Services/Client Management and leadership, preferably in the sports industry.
Trained Crowd Manager Certification preferred.
Demonstrated ability to independently seek proactive solutions to problems and situations before and/or after they arise.
Capacity to adapt to the unique and vibrant Kansas City market.
Must be able to fluently speak, read, and write in the English language.
Spanish language fluency preferred, but not required.
Proficient in the Microsoft Office Suite.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Required to sit, stand and walk.
Use hands operate and feel objects, tools or controls.
Reach with hands and arms.
Required to talk and hear consistently.
Ability to occasionally lift, carry and/or drag up to fifty (50) pounds as necessary.
Specific vision abilities required by the role include the ability to distinguish the nature of objects by using the eye.
Role will be performed both indoors and outdoors in various weather conditions, including frequent exposure to the sun and heat.
Will be working near moving mechanical parts.
Associate will be required to travel between Sporting Kansas City facilities within the Greater Kansas City Metropolitan Area.
Ability to work non-traditional hours and game days, including evenings, weekends and holidays as necessary.