Regional Employee Experience Manager - New York Yankees

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350 iconic venues stadiums, arenas, conventions centers and theaters. Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed.

Are you ready to be part of the team that is transforming live entertainment? Join us to make Legends happen!

VISION AND PURPOSE 

Customer Experience at Legends is about creating a culture of service excellence and appreciation for our associates who deliver that service. Legends customers are both internal and external and to be successful we must ensure we are providing exceptional and meaningful experiences for both our external clients and guests and our internal associates. We achieve this by delivering innovative services and solutions backed by data, insights and best practices that drive the overall customer experience journey. 

THE ROLE  

This role will manage a team of local venue employee engagement and customer service individuals to foster the overall employee experience and culture of Legends. The role will also help lead efforts in creating and maintaining a culture of Legendary service. 

ESSENTIAL FUNCTIONS  

• Drive programs and initiatives to improve the employee experience. 
• Utilize the Employee Engagement survey to collect, analyze, and implement change to enhance the employee experience.  
• Oversee onboarding and training of new hires to ensure a positive experience. 
• Develop strategies to improve employee engagement, satisfaction, and retention.  
• Promote company initiatives, team building events, and DE&I.  
• Partner with venues to establish effective employee recognition programs.  
• Partner with VP of Hospitality and venue General Managers to drive Legends Customer Experience Strategy, deliver sustainable customer service solutions and programs that support continued organizational growth, and increase guest satisfaction. 
• Foster and maintain extensive knowledge about the facility and services in order to assist any and all guests 
• Represent the voice of the internal and external customer by promoting a customer-centric mindset across Legends using developed best practices. 
• Work collaboratively with HR teams. 
• Gather and standardize external customer feedback and trends to make strategic decisions based on data and results while aligning with company objectives. 
• Grow, lead and motivate Employee Experience and Customer Service teams by prioritizing objectives and setting KPIs. 
• Measure impact and results of the CS process and systems; disseminate to Legends’ leadership with recommendations for action plans.  
• Takes ownership for difficult customer situations with the ability to see the situation to resolution 
• Develop a strong relationship with Client based marketing teams to support local and corporate initiatives while maintaining client approval. 
• Ensure internal and external customer experience and service standards are represented in all employee onboarding efforts, orientation efforts, and location Huddle team meetings. 
• Communicate with guests to take on-site surveys during events; compile and track results to identify trends and areas of concern. 
• Create reports to compile customer feedback and analyze trends. 

QUALIFICATIONS 

The successful candidate will have excellent customer service, business partnership and communication skills; effectively influence others, the ability to build credibility, and a high-level of maturity.  Other critical qualifications include: 

• Bachelor’s degree or equivalent; business, marketing, or communications related degree preferred.  
• Minimum of 5 years’ experience of relevant work experience such as employee experience and/or guest service managerial role.  
• Experience leading and developing a team of decentralized customer experience professionals. 
• Best -in-class verbal and written communications skills with ability to deliver an innovative vision and expectations for customer experience.  
• Detail-oriented and extremely organized with the ability to learn new programs and procedures quickly.  
• High energy, friendly personality with ability to tactically execute a vision with game day employees and fans.  
• Ability to clearly define goals, measure results, and course correct. 
• Ability to influence others on all levels of management and lead without formal authority. 
• Must be flexible to work extended hours due to business requirements including nights, weekends and holidays.  
• Must be willing to travel to support other properties. 
• May lead or participate in special projects and perform other duties as assigned. 
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) 

COMPENSATION 

Salary Range: $75,000 - $85,000

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.  

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information. 

Salary : $75,000 - $85,000