San Antonio Spurs

Fan Experience Design Director

Job Locations US-TX-San Antonio
ID 2021-2553

Overview

Spurs Sports & Entertainment (SS&E) is seeking a dynamic leader to join our Family! A passion for delivering outstanding service and ensuring high customer satisfaction is a must. The person in this role will ensure a memorable experience for our current and potential fans while modeling our values. He/She will lead the design and execution of a fan-centric, delightful experience that removes friction, delights guests, and contributes to the overall growth of SS&E’s business across all franchises.

 

In addition to contemplating the experience "from the street to the seats”,  our ideal candidate will partner with various departments that contribute to the fan experience, including but not limited to Marketing and Branding, Ticket and Premium Sales and Service, Event Services, Service Innovation, and Security, etc.,.  Does this sound a fit for you? If so, we want to hear from you!

 

 

In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external family members and demonstrate ongoing development.

Responsibilities

  1. Approach all encounters (digital, phone and in-person) with fans/potential fans and employees in a friendly, courteous and service-oriented manner.
  2. Work with Building Operations to ensure event spaces are safe and efficient for the fan experience.
  3. Collaborate closely with internal colleagues across data analytics, community engagement, marketing, sales and service, digital communication, and broadcast to iterate innovative ideas for highly engaging fan (and prospective fan) experiences.
  4. Partner with our external colleagues within the AT&T Center, Toyota Field, and HEB Center to ensure their staff are delivering SS&E's outstanding customer service and fan experience.
  5. Liaise with AT&T Center General Manager and Membership and Premium department leaders on all issues/feedback raised in internal and external reports as it pertains to fan and customer satisfaction.
  6. Represent the interests of the fan by investigating issues and/or accidents arising in person or through ticket purchases, comment cards, letters and/or phone calls, in a diligent, courteous and efficient manner. Follow up to ensure fan satisfaction in adherence to SS&E values.
  7. Provide in-the-moment coaching to the fan experience team and work with the L&D specialist to design training to maximize our fan satisfaction.
  8. Learn and evangelize Design Thinking as a problem-solving approach that empowers team members passionate about the fan experience.
  9. Build trusted relationships with internal leaders and contributors and with partner organizations to garner support and generate enthusiasm.
  10. Conduct walk-throughs of public areas, seating and dining areas, and suites to ensure fan facing elements (including but not limited to: cleanliness and maintenance) standards are being met.
  11. Works closely with Business Strategy team to collaborate on process and procedure development of new initiatives in new markets.

 

Qualifications

  • Bachelor's degree preferred with a concentration in business, communications, journalism, public relations, hospitality management or recreation
  • 7+ years of experience in Hospitality, Customer Relations, Marketing or Communications
  • 5+ years management experience
  • Experience in one or more of the following: sales, relationship management, food and beverage operations, customer service, membership associations and/or fundraising
  • Experience facilitating processes and using customer empathy to drive design
  • Experience with data/analytics to glean and act upon customer insight and feedback
  • Track record of running multi-functional projects and initiatives successfully with high ratings from the team members involved
  • Prior experience with Design Thinking a plus
  • Advanced knowledge working with Microsoft Office suite, including Word, Outlook, and Exce
  • A flexible schedule is required including the ability to work all games, arena events, and sales and partnership events occurring on weekends, variable shifts, and holidays.
  • Ability to walk/stand for long periods of time/navigate in an arena/sports facility setting.
  •  10% of work responsiblities can be performed remotely; 90% will be performed onsite and/or during events. 

EEO Statement

 

*SS&E is an Equal Opportunity Employer*

 

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained herein represent a guarantee of employment for a specific duration.  Your employment with SS&E is “at will”, which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.

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