Director, Fan Engagement & Loyalty

Job Overview

We are U.S. Soccer and we are the future of sport in the United States. Our mission is to make soccer the preeminent sport in the United States. We embrace diversity, technology and global connections to drive the growth of our sport and serve our athletes and fans. We seek motivated, passionate, skilled people who can think, create and work on a team.

U.S. Soccer is a growing company that looks for team members to grow with it. U.S. Soccer offers a comprehensive compensation package, casual work environment, an inclusive culture and an atmosphere for professional development.

The Federation’s core principles set organization-wide standards to identify and foster our culture and inform how we interact and hold each other accountable. These principles guide U.S. Soccer: We Win Together. We Aim High. We Champion Diversity, Equity & Inclusion. To be successful as a USSF employee, it is critical to demonstrate and live up to these principles every day and with every interaction with peers, stakeholders, and partners.

The Federation’s core values are the individual attributes and characteristics that staff embody to uphold the organization’s principles and succeed. These values guide our employees: Integrity. Commitment. Teamwork. Respect.

Position Description

U.S. Soccer is seeking a Director, Engagement and Loyalty who is obsessive about growing fandom and inspiring affinity among current and prospective U.S. Soccer audiences. This individual will serve as the architect of Insiders, U.S. Soccer’s growing loyalty program, leveraging digital and event touch points to engage key audience segments and generate connections with audiences at scale.

They will be data and outcome driven, working closely with our product, analytics, retail, events, soccer growth, and sporting departments to increase our addressable audiences through compelling value propositions and customer journeys that increase avidity and generate desired outcomes.

As soccer continues to evolve, U.S. Soccer is committed to fan centricity and creating year-round sustained platforms that inspire and motivate our millions-strong audience. In this role, you will be at the apex of these efforts, working with U.S. Soccer internal and external stakeholders to drive soccer audience growth across the ecosystem.

Primary Responsibilities

• Leverage insights and data to inform Fan Engagement strategies, annual strategic plans, and tactics.
• Oversee engagement initiatives from development through execution, analysis, and optimization.
• Manage Insiders P&L to strategically invest in program growth for the future and maximize annual gross revenue.
• Increase addressable audience through upper funnel activations and initiatives.
• Collaborate with analytics, content and product teams to craft audience journeys that drive intended outcomes (primarily subscriptions, upgrades, engagement with other U.S. Soccer business units and sport participation).
• Serve as a subject matter expert; identify friction points and opportunities to add value to key audience segments throughout their lifecycle.
• Oversee planning and execution for audience communications including serving as the front line to troubleshoot issues and provide best in class customer service.
• Collaborates with marketing department to identify advertising objectives and craft promotional plans that generate subscriptions, upgrades, and renewals.
• Work cross-functionally to galvanize U.S. Soccer stakeholders and departments to support Insiders programming.
• Liaison to American Outlaws, Barra 76, Sammers and other organized supporters groups.
• Liaison collaborating with External Relations to support U.S. Soccer’s Fan Council
• Manage and develop team of four employees.

Desired Qualifications

• Minimum of 8 years in fan, customer engagement, CRM, marketing or loyalty program management
• Hands-on CRM experience in a Helpdesk or Service Desk capacity (Salesforce Service Cloud, Zendesk, or similar)
• Strong customer service aptitude
• Experience owning business requirements for digital applications (website and/or app) and partnering with Technology to bring features from ideation to deployment
• Strong leadership skills, experience working and leading cross-functional teams and developing positive, professional, and collaborative working relationships with internal and external stakeholders
• Analytical mindset – insistent on using data, proficient in finding signal within noise, strong POV on what KPIs matter
• Self-starter, willingness to immerse herself/himself in projects and can work independently or in collaboration with others
• Excellent organizational, planning and project management skills
• Excellent written and verbal communication skills
• Demonstrates a genuine desire and passion to grow the business.
• Comfortable in a rapid moving environment and adjusting quickly to new direction.
• Willingness to travel when job requires – typically 2-3 times per quarter.
• Ability to think critically and problem solve and think on their feet in a fast-paced environment.
• Proficient with Microsoft Office software (Word, Excel, PowerPoint, etc.)
• Able and willing to travel and work non-traditional hours including evenings, weekends & holidays as necessary. Some international travel may be required.

U.S. Soccer is an equal opportunity employer that is committed to diversity, equity and inclusion, and prohibits discrimination and harassment of any kind on the basis of race, color, sex, religion, national origin, citizenship, pregnancy, sexual orientation, gender identity, age, disability, genetic information, military status, political belief, or any other characteristic protected under the law. This policy applies to all our employment practices within our organization.

We strongly encourage women, people of color, LGBTQIA, veterans, parents, and persons with disabilities to apply.