Consumer Services Director
Job in
Kansas City, Jackson County, Missouri, 64101, USA
Listed on 2026-02-06
Listing for:
PFL | Professional Football League
Full Time
position Listed on 2026-02-06
Job specializations:
-
Management
Event Manager / Planner, Client Relationship Manager -
Customer Service/HelpDesk
Event Manager / Planner, Client Relationship Manager, Customer Success Mgr./ CSM
Job Description & How to Apply Below
Job Description:
Consumer Services Director
Position Overview:
As a Consumer Services Director for the Professional Football League, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences and enhance fan satisfaction. You will lead a team focused on providing top-notch customer service and support to fans, ticket holders, and other stakeholders. Your goal will be to ensure that fans have a positive interaction with the League and its teams, fostering long-term loyalty and engagement.
- Develop and implement a comprehensive consumer service strategy that aligns with the League's objectives and brand values.
- Identify areas for improvement in the consumer service experience and develop initiatives to address them.
- Ensure consistent and exceptional service delivery across all touchpoints, including phone, email, social media, and in-person interactions.
- Lead a team of consumer service representatives, coordinators, and support staff.
- Provide guidance, training, and professional development opportunities to team members.
- Foster a positive and customer‑centric team culture that emphasizes empathy, responsiveness, and problem‑solving.
- Oversee the handling of fan inquiries, complaints, and feedback, ensuring timely and effective resolution.
- Implement systems and processes to track and analyze customer service data, identifying trends and areas for improvement.
- Develop and maintain a knowledge base to empower consumer service representatives to provide accurate and helpful information to fans.
- Manage the ticketing and membership services operations, including season ticket sales, renewals, upgrades, and benefits.
- Collaborate with ticketing vendors and platforms to ensure a seamless ticket purchasing experience for fans.
- Develop and implement strategies to enhance the value and benefits of membership programs and increase fan participation.
- Collaborate with the Marketing and Communications teams to develop fan engagement initiatives and communication strategies.
- Oversee the creation and distribution of fan newsletters, updates, and other relevant communications.
- Utilize customer relationship management (CRM) systems and tools to segment and personalize fan communications.
- Work closely with the Events and Game Operations teams to develop fan experience initiatives and enhancements.
- Identify opportunities to improve the gameday experience, stadium amenities, and fan services.
- Coordinate with vendors and service providers to ensure high‑quality services are delivered to fans.
- Design and implement fan satisfaction surveys to gather feedback and insights.
- Analyze survey results and feedback to identify areas for improvement and implement action plans.
- Regularly report on fan satisfaction metrics and trends to senior management and other stakeholders.
- Ensure compliance with relevant data privacy regulations, such as GDPR and CCPA.
- Implement appropriate measures to safeguard fan data and protect against data breaches.
- Develop and communicate privacy policies and practices to fans and stakeholders.
- Bachelor's degree in business administration, marketing, or a related field. Master's degree is a plus.
- Proven experience in consumer service or customer experience management, preferably in the sports or entertainment industry.
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Excellent communication and interpersonal skills, with the ability to build relationships with fans and stakeholders.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in customer service software and CRM systems.
- Data‑driven mindset, with the ability to analyze customer service data and drive improvements.
- Knowledge of ticketing systems and processes is a plus.
- Passion for sports, particularly professional football, and a deep understanding of fan culture and engagement.
Join our organization as a Consumer Services Director and contribute to delivering exceptional customer experiences, fostering fan loyalty, and driving fan engagement.
Note:
This job description is a general overview, and responsibilities may be subject to change based on the specific needs and requirements of the League.
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