VP Sphere Customer Experience

Job Locations US-NY-New York
Requisition ID
20-13165
Division
Productions
Functional Area
Productions

Overview

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment experiences.  The Company presents or hosts a broad array of events in its diverse collection of venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre and The Chicago Theatre.  MSG Entertainment is also building a new state-of-the-art venue in Las Vegas, MSG Sphere at The Venetian, and has announced plans to build a second MSG Sphere in London, pending necessary approvals. In addition, the Company features the original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces the Boston Calling Music Festival.  Also under the MSG Entertainment umbrella is Tao Group Hospitality, with entertainment dining and nightlife brands including Tao, Marquee, Lavo, Avenue, Beauty & Essex and Cathédrale. More information is available at www.msgentertainment.com

Role Summary

The VP, Customer Experience will lead the definition of MSG Sphere’s customer value propositions and help to ensure they come to life in end-to-end design for Sphere customer experience, service & product initiatives.
The Vice President Sphere Customer Experience role reports to the SVP Immersive Development & Production and is the leading strategist in partnering with Sphere executive management team and business unit leaders in providing seamless and frictionless interactions and mutual value to our customers and our Sphere business.

Our leadership ethos is to lead by doing, this role is strategic and hands-on. It demands a proven track record in experience strategy, service design, digital product innovation and change management with a focus on customer-centricity, and the successful delivery of innovative experiences, at scale.

This person will play a critical role in driving the benchmark for world first, entertainment rich customer-centric product & service ecosystem at MSG Sphere – iterating and evolving through strategy, development, launch, KPIs, analytics, feedback cycles to ensure continued success.

Specific Functions/Activities Summary

  • Develop and execute MSG Sphere's guest experience strategy and service delivery model, identifying opportunities and developing new concepts, features and business requirements through innovation.
  • Author and deliver strategic customer experience roadmaps and definitions.
  • Facilitate collaboration and ownership of customer experience excellence across the company matrix.
  • Provide leadership for all Guest Experience & Consumer Research teams.
  • Spearhead comprehensive alignment to strategic customer segments’ expectations and goals, to achieve seamless and frictionless experience that maximizes and sustains mutual value and growth.
  • Establish, operationalize, and continually evolve a service design blueprint for Sphere that is customer centric and data driven.
  • Develop overarching research strategies and lead execution and analysis.
  • Act as a subject matter expert on emerging customer experience trends and best practices.
  • Evaluate market share and monitor competition in order to report on statistics and implement strategies for driving revenue and satisfaction.
  • Partner with senior executives to develop metrics to identify, define, acquire, and retain guest advocacy and provide actionable insights in areas such as consumer behavior, consumer preference, competitor strategy, product satisfaction, and market trends in order to facilitate decision-making and strategic planning across the company’s various business operations.
  • Be a thought leader for the organization to push the envelope in an evolving entertainment & immersive experience landscape.
  • Stay abreast of relevant trends, consumer insights, and technologies that impact our industry.

Qualifications

  • 15+ years of experience in customer experience focused roles some or all of the entertainment, digital agency, service design, theme park and hospitality business. Experience in a cx consultancy firm is a plus.
  • An exemplary written and visual communicator – the materials you develop need to be as strong as your presentation skills
  • Proven ability to balance business goals with customer service, and the establishment of strategies, operational practices, and products to achieve that end.
  • Track record in driving customer engagement and loyalty, demonstrating acute understanding of customer life-cycles.
  • Well versed in navigating complex projects with multiple stakeholders in large business settings.
  • Exceptional analytical skills enabling you define strategies, make recommendations, and perform analyses from research findings and insights.
  • Exceptional communication skills, with the ability to influence partners and articulate complex concepts clearly and persuasively to senior audiences.
  • A collaborative and inclusive team player, who can build relationships and ensure connections across silos.

 

Education

Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

Educational requirements may differ from job to job based on the role.

EEO Statement

MSG Entertainment is an equal opportunity employer. The Company recruits, employs, trains, compensates and promotes regardless of sex, race color, age, national origin, citizenship, marital or domestic partner status, veteran status, sexual orientation or preference, religion or religious creed, ancestry, physical or mental disability or handicap, or any other characteristic protected by law.

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