Vice President, Fan Experience

JOB TITLE: Vice President, Fan Experience

DEPARTMENT: Marketing

LOCATION: New York, NY, and Queens, NY

POSITION OVERVIEW:

The VP, Fan Experience will lead the club's fan experience vertical at Etihad Park, integrating fan journeys across the club's physical and digital touchpoints to deliver the best possible experiences for fans. By seamlessly leveraging match presentation, live event production, supporter group ecosystems, retail experience and data analytics, the VP will play a key role in building an electrifying, inclusive, and top-tier stadium atmosphere. The VP, Fan Experience will primarily drive fan retention and stadium utilization, ultimately leveraging New York City FC's fan experience to further grow the fanbase and revenue for the organization.

WHAT YOU'LL DO:

Integrated Fan Experience:

Oversee end-to-end fan journeys for both matchday and major events, segmenting journeys by key fan groups such as season ticket holders, premium buyers, supporters, families, and fans with special needs

Work cross functionally within Marketing and across the club to provide a relevant, frictionless and fun experience that sets the standard for New York sports venues

Leverage data and insights to constantly iterate and improve the stadium experience based on fan feedback

Use fan experience to generate retention, referral and incremental revenue for the company

Lead the club's seasonal theme night plan & execution, identifying themes and tactics that resonate with the brand, current fans, and serve as tools to recruit new fans (ie gate giveaways)

Supporter Experience:

Act as the senior club liaison with officially recognized NYCFC supporter groups, serving as their primary advocate within the club

Champion and protect supporter culture and traditions, and help to advocate for new ones at Etihad Park

Oversee matchday atmosphere and rituals, working hand in hand with supporter groups to create an unparalleled fan experience in NY sports

Support the day-to-day supporter POC as needed during home and away matches

Promote the growth of the NYCFC supporter base across Queens, the five boroughs, and beyond

Match Presentation:

Support the match presentation team in leveraging stadium assets (Cube, video boards, SFX, talent) to deliver an electric and memorable NYCFC matchday atmosphere

Support expansion of match presentation SOPs to non-NYCFC events at Etihad Park, including Gotham FC, concerts, other sporting events, and private events

Help to optimize resources across content production and control room

Identify opportunities to generate incremental revenue, particularly via the Cube

Events and Culture:

Support the events team to elevate the club's event strategy on matchday, including fan zone, player arrival, City Square, and post-match programming

Collaborate heavily with Partnerships to incorporate high-value corporate sponsor activations into fan events without compromising the organic environment or authentic heritage of the club

Ensure events are driving fan new acquisition and engagement outside of matchday by growing partnerships with cultural organizations and events across NYC

Support cultural marketing efforts, positioning New York City FC as a key driver of sports culture within NYC and identifying strategic moments for NYCFC & its players to show up in culture

Support growth of the club's organic relationships with influencers across sports, fashion, music, entertainment and art

Retail:

Work with the Retail Director to elevate the fan experience through the team store, merchandise options, online, and via the app

Enhance the club's retail strategy and team store to deliver on accelerated revenue targets

Work with Retail Director and retail operator to use retail as a brand vehicle to connect with fans

Oversee the club's collectibles and memorabilia strategy

WHO YOU ARE:

Obsessed with soccer

A confident leader who vocally brings new ideas to the organization

Commercially minded, with an eye for how to balance preservation of fan culture with growth for the business

A strategic thinker who leverages data to guide decision-making

A team advocate who can empower their team to drive results without micromanaging

Collaborative across functions, always looking for creative ways to achieve results

Resourceful and adept at managing tight budgets

Eternally optimistic, resilient, not easily worn down

Humble and willing to learn

WHAT YOU'LL BRING:

10+ Years of leadership within professional team sports franchises, league headquarters, or tier-1 arena property management groups; 8+ Years in fan experience

Expansive knowledge and appreciation for supporter culture within soccer

Solid understanding of match presentation and the control room environment

Proven track record of selling and growing retail revenue in a sports environment, inclusive of brick & mortar, e-comm, and click & collect, as well as familiarity with fashion trends within sports

Stadium experience a plus; designing stadium-specific products is particularly beneficial

MBA or advanced degree highly preferred

Must have experience leading a team

Flexible work schedule and ability to work long and non-standard hours, including evenings, weekends, and holidays.

Able to travel up to 20% of the time to away games

Bachelor's degree required, or equivalent experience

ADDITIONAL REQUIREMENTS:

Applicant must be able to comply with MLS Next Safety and Well-Being policy and any other applicable child safety policies provided to applicants by NYCFC

Must be able to traverse extensive multi-level stadium environment including concourses, suites, seating bowls, media areas, operational zones, and the control room to optimize the live fan experience.

Must be able to receive, synthesize, and accurately transmit time-sensitive information via radio, headset, digital channels during fast-paced high stimulus events.

COMPENSATION

This exempt position has an estimated annual base salary of $175,000 and is not eligible for overtime. Final compensation offer amounts are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience. We welcome direct conversations with each candidate about compensation in our initial calls.

WHAT WE OFFER:

Excellent health, dental & vision insurance, with options to fit your needs

Comprehensive and competitive benefit programs including paid parental leave, a 401K match, tuition reimbursement, and more!

Commuter, pet insurance, fitness classes, and Citi Bike discounts

Your health is important! Our wellness strategy focuses on mental and physical wellbeing through in-office and virtual programs

Complementary tickets to Sprint season NYCFC home matches

Team outings, happy hours, and annual staff gatherings to celebrate our co-workers

A dynamic, ambitious, and fun work environment

NEW YORK CITY FOOTBALL CLUB OVERVIEW:

At New York City FC, we are on a mission to build New York City into one of the soccer capitals of the world. The Club is the first and only Major League Soccer team located within the five boroughs and is building Etihad Park, New York City's first soccer-specific stadium, set to open in 2027. New York City FC is also one of 12 clubs comprising City Football Group and counts Manchester City FC, Melbourne City FC, Montevideo City Torque, Girona FC, Shenzhen Peng City FC, Lommel SK, ESTAC Troyes, Palermo FC, Bahia, Yokohama F. Marinos, and Club Bolívar among its sister clubs. To learn more about New York City FC and Etihad Park, visit www.newyorkcityfc.com.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. By clicking "Apply Now", you agree to the terms of the MLS Privacy Policy. https://www.mlssoccer.com/legal/privacy-policy