Senior Manager, Fan Analytics Job at AMB Sports + Entertainment
Sr. Manager, Fan Analytics
Position Summary
Reporting to the Director of Fan Experience, the Senior Manager of Fan Experience is the strategic lead using data, technology, observation and internal and external focus groups to provide solutions that ensure the driveway to driveway experience at Mercedes-Benz Stadium is best in class. This manager will collaborate with both C-suite members and department heads across the organization to identify opportunities, prioritize workflow and make strategic recommendations backed by data.
Roles and Responsibilities
- Manage analysts focused on the collection of insights via fan surveys, improvements to operational efficiency through new solutions
- Identify trends that enable the organization to optimize processes for overall excellence
- Develop dashboards that both track progress and allows for strategic recommendations. Convene relative parties regularly to report/present findings.
- Collaborate with department heads to create benchmarks within each sector
- Develop and maintain an extensive knowledge base about the facility and strong relationships with key stakeholders (security, food & beverage, ticket operations, housekeeping, guest service, sales, season ticket member service, etc.)
- Ensure event and stadium information is consistently and accurately communicated across various channels (website, apps, email, etc.). Drive real time communication to enhance guest experience
- Identify, evaluate and implement improvements to operational processes such as gate entry, food & beverage queueing, fan flow, premium access control, and more
- Partner with departments across the organization to develop the strategy for personalized fan experiences, building out the use cases that will drive data strategy, scoring model development, and meaningful fan interactions
- Stay abreast of industry products and trends, identifying opportunities for inclusion into the stadium experience
Required Skills
- Proven ability to manage a team that effectively prioritizes tasks to meets deadlines while producing a high quality of work
- Ability to collaborate effectively and build positive relationships
- Ability to track metrics, digest data and transform into actionable insights
- Ability to think critically and provide new ideas
- Strong analytical skills and attention to detail
- Strong presentation development skills
- Experience observing large scale events or processes
Qualifications and Education Requirements
- Bachelor’s Degree required
- 4-6 years experience in Business, Marketing, Event Management, Operations or Strategy roles
- 1-2 years experience in a management role
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