Fan Experience Manager

Monumental Sports & Entertainment (MSE) is one of the leading integrated sports and entertainment companies globally. MSE’s portfolio spans premier professional sports teams, world-class venues, and next-generation media properties, with marquee assets including the NHL’s Washington Capitals, NBA’s Washington Wizards, WNBA’s Washington Mystics, NBA G League’s Capital City Go-Go, Capital One Arena, and Monumental Sports Network, along with an investment in Team Liquid.

Rooted in the nation’s capital, MSE brings Washington, D.C's distinct influence, ambition, and leadership to the global sports and entertainment landscape. The company harnesses the power of its platform to drive continuous innovation and deliver extraordinary experiences that inspire and unite our community, our fans, and our people. 

Our success is powered by talented people who bring passion, creativity, and collaboration to everything they do. If you're looking to build your career in a dynamic, fast-paced organization that's shaping the future of sports and entertainment, we'd love to hear from you. 

Position Overview:

The Senior Manager, Fan Experience is responsible for designing and delivering the fan experience for all home games as well as large-scale fan events for the WNBA Washington Mystics.

Are you positive, fan-focused, and customer-centric?! We'd love to hear from you!

Responsibilities:

• Design and implement a Fan Experience Strategy aligned with business goals.
• Create a series of Theme Nights to attract a diverse cross-section of current and future Mystics fans.
• Collaborate with Marketing, Digital & Creative to create a Theme Night Go-To-Marketing Guide that outlines the platform, provides brand look & feel direction, brand tone, and key activations.
• Manage sponsorship assets of Theme Nights, including all marketing materials leading up to the game.
• Develop compelling Single-Game Ticket Offers and produce weekly reporting on sales.
• Recruit, manage, develop a performance measurement tools for Brand Ambassadors.
• Create Shoulder Events in both the pre-game and post-game window.
• Produce a weekly Dashboard reporting on event sales.
• Develop and implement the Game Day Tactical Plans for all home games.
• Create and deploy a robust Fan Survey Program at Mystics home games.
• Partner with various departments to ensure Fan Surveys are promoted.
• Produce weekly dashboards that show fan and brand sentiment, along with an executive overview that provides recommendations to address low performing areas.
• Manage the Fan Experience budget and conduct monthly reconciliation meetings with Finance to ensure balanced budgets.
• Other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and event marketing experience.
• 3+ years of related marketing experience, ideally in event marketing.
• Experience working with a professional or college sports team preferred.
• Experience driving large scale event marketing efforts, including planning, execution, and reporting.
• Highly organized with an ability to manage resources, budgets, and onsite personnel.
• Ability to work effectively in a team environment as well as on an individual basis.
• Outstanding verbal, written and interpersonal communication skills with internal and external customers.
• Creative, innovative, and willing to propose solutions to challenges.
• Stong work ethic and the capacity to handle multiple projects simultaneously.
• Metric driven with the ability to draw insight from complex marketing data.
• Strong proficiency with MS Office programs.
• Ability to maintain confidential and/or proprietary information.
• Ability to stand, sit, walk, reach, stoop, kneel, crouch or crawl, and lift 25+ pounds.
• Flexibility to work evenings, weekends, and holidays as needed.
• Ability to drive a marketing vehicle (van) as needed.

Pay Range: $80k - $90k USD.

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

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.