Fan Experience Supervisor - Customer Services
Fanatics Manchester, England, United Kingdom
Fan Experience Supervisor - Customer Services
Fanatics Manchester, England, United Kingdom
1 week ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Job Description
At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team
The Game Plan
It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics. Our brand purpose is to relentlessly enhance the fan experience.
Job Description
At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team
The Game Plan
It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics. Our brand purpose is to relentlessly enhance the fan experience.
Summary
The Fan Experience Supervisor will shape the Fanatics fan experience through leadership and growth of a customer facing team to help accomplish a range of customer-impacting goals. This is a leader that assists the Operations Manager with customer service skill development, analyzing data and decision-making, monitoring SLAs, driving core KPIs, delivering a consistent experience for our fans, achieving productivity, quality metrics, and employee engagement. Supervisors always lead with relentlessly enhancing the fan experience.
You will gain skills and experience in this role working on behalf of the global leader in licensed sports merchandise. We want leaders who lead and work alongside their team, as fan advocates for our fans!
General Responsibilities
* Lead a supportive, growth-mindset culture with all members on the team, including Customer Service Advisors and Team Leads
* Consistently monitor and analyze data to drive key KPI's by using data to drive targets including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Average Handle Time, Adherence, Quality & Customer Satisfaction/Customer Delight.
* Demonstrated experience analyzing data to develop and execute a course of action
* Strong problem-solving and analytical skills conducting root cause analysis to identify and share data-driven trends
* Natural curiosity that can challenge and transform business processes in a fast-paced environment
* Model a culture of ownership in every customer and employee interaction
* Value and appreciate customer perspective & handle highly complex and escalated customer contacts to resolution
* Inspire a team of Customer Service Advisors and Team Leads to exceed performance expectations in every customer contact
* Motivate and develop Advisor and Team Lead skillsets that enable them to perform at their best | Provide clear, constructive feedback
* Accountability for Advisor and Team Lead performance, quality, and development
* Demonstrate subject matter expertise in Fanatics Customer Experience work procedures and processes
CULTURE
Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape our culture that celebrates both individual and team successes.
Benefits
At Fanatics, we’re dedicated to supporting you in all aspects of work and life; as such we offer a range of competitive benefits tailored to each country in which we operate. Specific details regarding the benefits package applicable to your location will be shared and discussed during the interview process.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Technology, Information and Internet
Referrals increase your chances of interviewing at Fanatics by 2x
Sign in to set job alerts for “Customer Service Supervisor” roles.
Greater Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 6 days ago
Customer Sucess Team Lead - Deliveroo for Work (DfW)
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 3 weeks ago
Liverpool, England, United Kingdom 2 days ago
Sale, England, United Kingdom 2 weeks ago
Leyland, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 6 days ago
St Helens, England, United Kingdom 2 weeks ago
Knutsford, England, United Kingdom 19 hours ago
Brighouse, England, United Kingdom 1 day ago
Worsley, England, United Kingdom 5 days ago
Todmorden, England, United Kingdom 1 month ago
Burnley, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 1 week ago
NARS Assistant Manager - Selfridges, Exchange Square Manchester (37.5 Hours)
Manchester, England, United Kingdom 1 week ago
Worsley, England, United Kingdom 5 days ago
Stockport, England, United Kingdom 4 weeks ago
Manchester, England, United Kingdom 3 weeks ago
Skelmersdale, England, United Kingdom 3 weeks ago
Warrington, England, United Kingdom 2 weeks ago
Charnock Richard, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 2 weeks ago
St Helens, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 6 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr