Assistant Manager, Fan Experience

Position: Assistant Manager, Fan Experience
Department: Event Services
Reports to: Manager, Fan Experience
Term: 18 months (Maternity Leave Coverage)

POSITION SUMMARY:

The Assistant Manager, Fan Experience will play a key role in assisting with creating and leading best-in-class and one-of-a kind service to every fan and guest of Rogers Arena.

This is an 18 month contract, covering for maternity leave.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Other duties may be assigned, as required)

• Respond to all fan enquiries across all communications channels (Phones, Text Line, Email) within 24 hours, managing fan complaints to ensure positive fan experience & appropriate fan recovery.
• Support with all fan experience event preparation to ensure the smooth running of all events (Hockey, Lacrosse & Live Entertainment) from managing electronic assets, physical fan assets and fan experience event documentation.
• Manage the Fan Experience during live events to ensure the smooth running, fan recovery resources and support to the Event Staff.
• Make ongoing recommendations for improved fan service programs at Rogers Arena and ensures approved programs are communicated to employees and guests
• Liaise with other departments on fan service issues that arise and collaboratively work through successful solutions to problems, e.g., ticketing, sales, game presentations, sponsorship, etc.
• Support in recruitment, training, and ongoing management of part-time event hosts and fan experience supervisors (approximately 200 staff), including performance issues and union/management concerns
• Manage, develop & recruit The Street Team to empower and deliver WOW moments across events at Rogers Arena
• Participate in the employee recognition programs, providing ongoing recognition to employees who demonstrate exemplary fan service
• Advise departments on fan services and guest with disabilities issues and recommend changes and improvements to modes of operation with the intention of improving fan service.
• Liaise and communicate with Vancouver Canucks sales and membership departments during events to ensure all guest needs are dealt with professionally and expeditiously
• Proactively initiate review of existing fan service processes and procedures and recommend ongoing improvements
• Monitor & review 24/7 post event reporting summaries, staff reporting & work orders to ensure timely implementation.

REQUIRED EXPERIENCE & QUALIFICATIONS:

• Degree or diploma with 2-3 years of related experience in a fan/customer focused role with experience supervising staff, or an equivalent combination of education & experience
• A demonstrated desire to become a leader providing the ultimate fan experience
• Committed to a "Fans First" attitude, and possess strong customer service and interpersonal communication skills
• Proven history of inspiring leadership and creating a team environment
• A contagious positive and energetic attitude, professional appearance, and demeanor
• Strong communication, interpersonal and problem resolution skills
• The ability to relate professionally to all levels of staff, guests, clients and customers with the ability to resolve conflict effectively and diplomatically
• Creative thinker with the ability to visualize ways to improve processes and procedures
• Proficient in Microsoft Office and Outlook
• Ability to work evenings, overnight and weekends on a regular basis

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.