Lead Fan Experience Representative

Before we get into the specifics of the role, there are a few things we want you to know:

At the Orlando Magic, our approach is to not only learn as much about you as we can, but for you to learn about us.  This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical.  It isn’t just, “what are we looking for”, but also, “what do we have to offer you” and “are we the right fit for you.”  While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.

 What we offer you:

• 18 days of personal time off per year 13 holidays (that is 31 paid days off year!) plus reduced summer work hours (every other Friday off during the off-season, which averages to another 8 days)
• A hybrid work model, casual work attire on non-game days, staff tickets to Magic home games, learning and development opportunities, Employee Resource Groups (ERGs), company sponsored events, volunteer opportunities & outings for every employee
• Fantastic benefits that include: medical, dental, vision, 401(k) with company matching, mental wellness resources, subsidized gym memberships, maternity & paternity leave
• Culture built on Community, Innovation, Legendary and Teamwork!

A quick summary about the role:

Fan Experience Lead Representative provide legendary customer service and account management and retention to designated Orlando Magic season ticket holders. Exceed expectations by acting as a proactive point of contact for designated season ticket holders that supports the long-term retention and growth strategies for the organization while reaching or exceeding annual stated renewal goals, while driving additional revenue through add-ons and upgrades.

What the role will do:

Account Management & Retention

• Serve as main point of contact within the Orlando Magic for 300 season ticket holders by answering questions and performing duties related to account service and retention.
• Manage all elements of the automatic renewal process and renew 300 season ticket holder accounts annually.
• Provide service to an assigned group of Partial Plan holders and collaborate with sales to drive retention and plan upgrade opportunities.
• Align team goals and deadlines to ensure the Fan Experience team exceeds expectations. 
• Foster and maintain positive relationships with client base through the execution of proactive and reactive client touchpoints including outbound phone calls, strategic email communications, and weekly in-game and out of office appointments.
• Utilize all provided data and analytics on season ticket holders to proactively manage behaviors that drive long term retention.
• Encourage adoption and utilization of the Orlando Magic app as an added value benefit to STH’s, and engage accounts with exclusive app opportunities that create long term affinity and retention
• Effectively utilize CRM to achieve account touchpoint goals, including but not limited to the creation of account lists, ad-hoc account analyses, and strategic management of client base, cases/opportunities, and legendary moments associated to accounts.
• Execute legendary moments, including but not limited to post-game press conferences, anthem buddies, high-five fan squad and honorary captain, throughout each season to positively impact clients’ experience as an Orlando Magic season ticket holder.
• Assist with the execution of all season ticket holder events, first year orientation, open practices, and milestone gift distribution.

• Responsible for achievement of additional revenue generation goals throughout the year via hospitality rentals, Wine Auction and Golf Tournament Sales, ICON Suite membership sales, full and partial plan season ticket sales, etc.

General

• Work all Magic home games and achieve touchpoints through in person interaction and surprise and delights.
• Work with Fan Experience and Operations and all other game staff to develop and execute improvements to the game day experience for all fans.
• Deliver service that exceeds expectations.
• Contribute to the common goals of the Client Services department and Fan Experience team, while demonstrating a willingness to learn new skills.
• Track, communicate and assess trends and themes in reactive service requests that identify areas of improvement in education and communication to fans.

• All other duties as assigned.

What the role needs to have:

• Bachelor’s degree preferred or equivalent work experience required.
  • Minimum of two years of customer service-related work experience required.
  • Bi-Lingual candidate a plus.
• Archtics and CRM experience strongly preferred.
• Sales experience strongly preferred.
• Ability to work all Magic home games plus a select number of non-Magic events. This includes the ability to work a flexible schedule including nights and weekends and be on-call as necessary based on the changing priorities of the department.
• Proficient in all Microsoft Office products and other related computer skills required.

Physical requirements

• None

If this opportunity is a role you're passionate about and it fits with your skills and experience, then we welcome you to take the next step and apply!

All offers of employment are contingent on successful completion of our pre-employment screenings, that will include a background check and may include a drug screen.

Please note that this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

The Orlando Magic are not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at the Orlando Magic via-email, the internet or in any form and/or method without a valid written Statement of Work in place for this position from Orlando Magic HR/Recruitment will be deemed the sole property of the Orlando Magic. No fee will be paid in the event the candidate is hired by the Orlando Magic as a result of the referral or through other means.

The Orlando Magic is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you’d like more information about your EEO rights as an applicant under the law, please visit http://www1.eeoc.gov/employers/poster.cfm