Director of Customer Care - Social Media
Company: Fanatics Inc
Location: Jacksonville
Posted on: February 23, 2021
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Job Description:
Director of Customer Care - Social Media Fanatics is the global
leader in licensed sports merchandise and changing the way fans
purchase their favorite team apparel and jerseys. Through an
innovative, tech-infused approach to making and selling fan gear in
today's on-demand culture, Fanatics operates more than 300 online
and offline stores, including the e-commerce business for all major
professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA),
major media brands (NBC Sports, CBS Sports, FOX Sports) and more
than 200 collegiate and professional team properties, which include
several of the biggest global soccer clubs (Manchester United, Real
Madrid, Chelsea, Manchester City). Fanatics offers the largest
collection of timeless and timely merchandise whether shopping
online, on your phone, in stores, in stadiums or on-site at the
world's biggest sporting events. About the Team At Fanatics, our
business is handled "By Fans, For Fans." When a customer needs help
with an order, we know that the right people to help are true fans
themselves. Our Fan Services team is dedicated to the highest
quality customer experience ensuring that the needs of our Fans are
not only met, but exceeded at every turn. Shaping a world-class Fan
Experience is what we strive for daily. We are a team that instills
ownership at all levels of the organization and has a passion for
Our People, Our Processes, and Our Fans. This role will be
responsible for developing and executing all operational activities
related to social media customer care and real-time crisis
response. The role will focus on identifying areas for improvement,
optimizing Standard Operating Procedures and processes, solving
challenging problems, and most importantly, helping to prevent them
in future. You will have working knowledge on industry standards
for KPIs and SLAs for Social Media Support. This role works in
close collaboration with the Public Relations, Marketing, and
Legal, and will be looked to as the Subject Matter Expert for
operational functions from a Social Media Care perspective.--
GENERAL DUTIES & RESPONSIBILITIES:
Keywords: Fanatics Inc, Jacksonville , Director of Customer Care - Social Media, Advertising , Jacksonville, Florida
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