Senior Manager Fan Engagement & Loyalty
Chicago, IL Marketing
Job Type
Full-time
Description

U.S. Soccer Overview 

 

The next 10 years serves as a moment in time unlike any other for soccer in the United States. With the sport thriving, U.S. Soccer’s teams achieving success on and off the field, and the FIFA World Cup on U.S. soil in 2026, there has never been a better time to join the soccer movement!


  

Position Description 

U.S. Soccer is seeking a Sr. Manager, Fan Engagement and Loyalty who is passionate about building connections with and engaging fans at scale to drive the growth of soccer in the United States. As soccer continues to grow, we are committed to becoming a fan-centric organization and creating year-round fan engagement platforms that connect and inspire our millions-strong fan base. 

The Sr. Manager, Fan Engagement and Loyalty will act as the voice of our fans. They will be concepting and managing fan engagement initiatives that continue to grow the fan-base and will be responsible for developing new and innovate solutions to connect with our fans digitally and at events to deepen their passion for the sport. This individual will be responsible for leading an interdisciplinary team of best-in-class technology experts, marketers, and agency partners to continue to evolve our newly launched app-based loyalty system designed to celebrate and reward our passionate fans. We are seeking someone who thinks big, is digitally minded, insanely collaborative, is a great connector and strives to be an innovator and a leader in the fan / customer engagement space. 



Requirements

   

Minimum Qualifications 

  • Minimum of five years in fan/customer engagement 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 for the business
  • Comfortable in a rapid moving environment and adjusting quickly to new direction
  • Willingness to travel twice a month domestically with some international travel 
  • 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. 

 Primary Responsibilities 

  • Responsible for leading fan engagement strategy and programming with a particular focus on building the next evolution of U.S. Soccer’s Insiders fan loyalty program. 
  • Works closely with analytics on fan journey mapping and fan lifecycle management 
  • Partners with technology and analytics departments to align technology infrastructure with program goals (primarily website and app)
  • Serve as a subject matter expert on fan needs; identify friction points and opportunities to add value, and translate those into clear themes that can refine the overall strategy
  • Oversee planning and execution for Insiders and fan communications 
  • Partners with various U.S. Soccer departments to concept, plan and execute unique and Insiders benefits that provide value to fans (examples include exclusive content, VIP behind the scenes experiences, ticketing access, seat upgrades, product, etc.) 
  • Manages customer service coordinator and helps the organization navigate fan issues 
  • Works with marketing department to develop and execute promotional plans and advertising campaigns that generate subscriptions and upgrades
  • Liaison to American Outlaws and other various organized supporters groups 
  • Staff liaison for U.S. Soccer Fan Council 
  • Manages a team of two while responsible for leading and inspiring cross-functional collaborators

Working at U.S. Soccer is a unique opportunity. Employees who work at U.S. Soccer have the following attributes: 

  • Adopt a company centric approach—Serve the Athlete and the Fan
  • Embrace and see learning as a lifelong pursuit 
  • Possess a growth mindset—keeps an open mind and seeks new challenges 
  • Practice self-assessment and self-reflection
  • Open to criticism and does not make excuses
  • Possess a tireless work ethic
  • Wants to be part of a team that wins
  • Has the ability to be firm but fair 
  • Communicate in a direct, open and honest manner
  • Build relationships through genuine interpersonal skills   

COVID-19 Vaccination

  • U.S. Soccer has mandated the Covid-19 vaccine and is requiring all staff to be fully vaccinated at the start of employment