Fan Experience Manager

Responsible for enhancing the overall experience of fans attending matches and interacting with the league, creating a positive and engaging environment for fans, ensuring their satisfaction, and fostering a sense of loyalty and connection to the league.

Operational Responsibilities:

• Evaluate and seek feedback over the operations and logistics of matchdays, ensuring smooth and efficient processes for fans entering and exiting the stadium.
• Coordinate with security, ticketing, and other relevant departments to provide a safe and enjoyable matchday experience.
• Develop initiatives and programs to engage fans and create a sense of community, include pre-match activities, halftime entertainment, fan zones, and interactive experiences that encourage fan participation and interaction.
• Provides various services to enhance the fan experience, include information booths, lost and found services, assistance for disabled fans, and amenities such as seating arrangements, restrooms, and concessions that cater to fan needs and preferences.
• Collect and analyze fan feedback through surveys and other means to understand fan preferences, concerns, and suggestions. This information helps in identifying areas for improvement and implementing changes to enhance the overall fan experience.
• Develops and manages loyalty programs to reward and recognize fans' commitment and support. This can include offering exclusive benefits, discounts, or priority access to tickets and merchandise for loyal fans.
• Establish effective communication channels with fans to provide timely updates, information, and announcements. This can include email newsletters, mobile applications, social media, and other digital platforms to keep fans informed about matches, events, and promotions.
• Build and maintains positive relationships with fans, addressing their inquiries, concerns, and feedback. They serve as a point of contact for fan-related issues and work to resolve conflicts, provide help, and ensure a positive fan experience.
• Ensures that the fan experience is accessible and inclusive for all fans, including those with disabilities or special needs. They work to provide facilities, services, and accommodations that cater to diverse fan requirements and ensure equal opportunities for participation.
• Organize fan events, contests, and promotions to further engage fans and generate excitement. This can include meet-and-greets with players, autographsessions, fan competitions, and other activities that create memorable experiences for fans.
• Develop educational initiatives to increase fans' knowledge and understanding of the game. This can include workshops, seminars, or online resources that provide insights into the rules, tactics, and history of the sport.

Strategic & Leadership Responsibilities:

• Participate in Developing a comprehensive fan experience strategy that aligns with the league's overall vision and objectives.
• Identify and implement innovative ideas to create memorable, immersive, and engaging match-day experiences for fans.
• Oversee the day-to-day operations of the fan experience team, ensuring efficient and effective execution of initiatives.

Performance Indicators:

• % Net Promoter Score (NPS) for the overall fan experience
• % Growth in fan attendance and ticket sales
• # Reduction in fan complaints and issues related to match-day operations
• % Growth in website/app users, active users, and user session duration
• % Increase in social media followers, engagement rates, and content reach

Main Contacts:

• Fan Experience functions & teams.
• League operations
• SPL Divisions & functions
• Clubs Management
• National & International football communities

Education & Experience:

• Bachelor's degree in sports management, marketing, hospitality, or a related field.
• Minimum 6 years of experience in fan experience management, event management, or customer experience roles, preferably in the sports industry.

Knowledge & Skills:

• Proficiency in data gathering, analysis, and visualization tools (e.g., SQL, Excel, Tableau, Power BI).
• Proven track record in developing and implementing successful fan engagement strategies.
• Strong understanding of fan behavior, preferences, and trends in the sports industry.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work collaboratively with cross-functional teams and external partners.
• Familiarity with the Saudi sports industry and the Saudi Professional League is preferred.
• Fluency in English and Arabic (preferred).