Lyte is seeking a Director of Fan Experience to oversee and lead the Fan Experience (aka customer service) team, whose sole purpose is to think like a fan and deliver the corresponding level of service to every customer (fan) who interacts with the company.

This role will:

  • Direct and lead all aspects of the customer experience function, including strategies, policies, objectives, initiatives, vendors and people
  • Coach and mentor the people on the team. Promote environment of professional development and employee engagement
  • Collaborate with senior leadership to define the fan experience vision, ensuring alignment with our company’s strategic direction and ability to drive economies of scale in service delivery
  • Develop clear strategic roadmaps for scaled fan experience service delivery, with a goal of Nationwide 24/7 coverage. Present to senior leadership to gain alignment and investment
  • Develop tangible goals and clear accountabilities. Lead plan execution and report on plan performance
  • Obtain fan feedback and drive increases in fan satisfaction. Be the “voice of the fan” within the company
  • Drive excellence and a culture of delighting fans
  • Be responsible for self-development and seek opportunities for same

The successful candidate will possess:

  • Previous experience and involvement in growing and scaling teams
  • Knowledge of live events, e-commerce, web technology and fan expectations/desires
  • Significant experience in a senior management or executive level position
  • Well-developed interpersonal skills and experience in interacting with senior stakeholders
  • Fluent, clear and articulate in verbal communication with the ability to convey interest and enthusiasm when presenting
  • Assertive and able to take charge of a situation when appropriate with the ability to lead, motivate and influence others
  • Proven leadership experience managing teams and coaching and mentoring individuals
  • Educated to degree level or equivalent in a related field of study