Senior Manager, Fan Experience

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor. In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises. In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus). In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook. MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events. MSE proudly promotes its core values for all those that interact with the company. As a member of our team: You will provide first-class customer service and value for our fans. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble. You will innovate. We are nimble and first to market. We are not averse to risk. You will have fun. We are in the business of happiness. 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.