Director, Content and Communications Fan Support

As the Director of Fan Support Content and Communications, you will lead the creation and implementation of a content and communications strategy that proactively addresses fan needs, delivering clear, concise, and self-sufficient information. You will manage content creation across all touchpoints, including help centre FAQs, email notifications, agent macros, social media messaging, and complaint handling, ensuring all communication is engaging, informative, and aligned with business goals. You will establish and enforce content governance processes and drive initiatives to optimize self-service content, enabling fans to find answers independently. Utilizing data-driven insights to measure the effectiveness of content, you will adjust strategies based on customer feedback and emerging trends. Lead and inspire a team to set standards for quality and efficiency.