Manager, Community Relations & Guest Services

The Manager, Community Relations and Guest Services will guide the Hub City Spartanburgers efforts to carry the Team’s mission and vision out into the community to deliver the most positive impact. This role will ensure that the Spartanburgers are proactive in addressing critical local issues while maintaining a visible and positive community presence. Beyond that, this role will be a leader in instituting a ‘Fan First’ culture, developing strategy on customer service and hiring, training and managing some of our most important team members, our Guest Services staff. The Manager, Community Relations and Guest Services will work directly with the Spartanburgers Assistant General Manager and General Manager.

 

·      Assist in creating and implementing the Fan First culture for all staff of the Spartanburgers and Fifth Third Park to deliver the best baseball and entertainment experience to all guests of our facility.

·      Hire, train and schedule Guest Services staff, including ushers, ticket takers, and guest services representatives, for game days and non-game events.

·      Develop and enforce Guest Services staff standard operating procedures.

·      Work with all other departments to coordinate staffing needs for game day operations, non-game operations and external events/programs.

·      Develop, manage and execute the Spartanburgers community programming, including but not limited to:

o   Community events

o   Mascot Appearances

o   Learning/School Programs

o   Military Programs

o   In-Park Community Focused Activations, i.e. Community Organization of the Game

o   In-Game/On-Field Community Promotions & Recognitions

o   Team related community services efforts

o   Week of Giving

o   Charity Auctions

o   Birthday/Announcement money donation

o   In-Kind Community Donation Request Fulfillment

o   Others TBD

·      Assist in budget management and tracking of all expenses for the Community Relations Department.

·      Build the organizations survey program, help departments analyze results and develop then implement corrective action.

·      Organize and facilitate all team autograph requests.

·      Keep accurate track of in-kind, cash, time donations of the staff and Team.

·      Organize employee engagement volunteer opportunities throughout the year.

·      Help to increase community outreach. 

·      Schedule and manage all team player appearances, continually finding opportunities to have our players engaged and connected to our fans/partners/season ticket holders. 

·      Serve as an ambassador to local community non-profit organization contacts.

·      Develop and establish new relationships with community and corporate leaders.

·      Plan, organize and execute all charity auctions and special events. In some cases, this will be an extension of sponsorship programs. 

·      Collaborate with Marketing, Ticketing, Corporate Partnerships and MiLB to develop and implement cause-related marketing efforts for Club marketing and corporate partners.

·      Work with Ticket Sales to develop opportunities for community organizations that make the best use of fundraising opportunities for partner organizations while maximizing revenue.

·      Assist Food & Beverage partner, OVG, to align not for profit groups to assist with concessions staffing. 

·      Manage ticket and memorabilia donations for non-profit organizations.

·      Coordinate the development of a MiLB Community Impact Report 

·      2-3 years of guest services experience required.

·      Experience in providing high levels of customer service and satisfaction.

·      Ability to solve problems, resolve conflict and deescalate efficiently and effectively.

·      Previous experience in the sports industry preferred.

·      Strong planning and organizational skills, with the ability to effectively multi-task 

·      Strong leadership skills.

·      Loyalty to the brand, fellow co-workers and the overall organization.

·      Effective verbal and written communication and presentation skills; Ability to interact with people of all different levels and backgrounds.

·      Willing to work non-traditional hours (nights, weekends, holidays). 

·      Computer proficiency and technical aptitude with the ability to utilize MS Office Suite.

·      Proven ability to work effectively in a team environment with fellow employees.

·      Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.

·      Superior planning capabilities.

·      Excellent organizational and project management abilities.

·      Ability to prioritize workload and solve problems quickly.

·      Excellent interpersonal skills.

·      Expects highest quality performance from self and others.

·      High level of poise and professionalism.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.