General Manager - New York City FC Team Store

Job description

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. As we continue to scale our global platform, the General Manager will play a critical role in contributing to business growth, elevating fan experiences, and delivering measurable impact. This role will help strengthen the fan connection, support business performance, and contribute to how we serve hundreds of millions of fans worldwide. **ROLE OVERVIEW** The General Manager delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights. This role is responsible for the overall success of assigned retail location(s), including sales performance, profitability, fan engagement, promotional execution, special events, and day-to-day operations. The General Manager builds, develops, and leads high-performing teams through effective coaching, talent development, and performance management while fostering a culture of accountability, inclusion, and exceptional service. This role partners cross-functionally to deliver a best-in-class fan experience and achieve business objectives. Reporting to the Regional Director, the General Manager works a rotating full-time schedule, including days, nights, weekends, holidays, game days, and extended hours during special events as business needs require. **HOW WILL YOU DRIVE IMPACT** *Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.* **Fan & Customer Impact (Obsessed with Fans)** - Champions an inclusive workplace where diversity, equity, and individual differences are valued and leveraged to achieve business goals. - Sets and maintains the highest standards of fan experience, ensuring every interaction reflects the Fanatics brand and strengthens fan loyalty. - Leverages customer feedback, business insights, and market trends to continuously enhance the fan experience and drive engagement. **Ownership & Execution (Determined & Relentless Mindset)** - Develops and presents business strategies and performance updates to Retail Leadership, Team Partners, and cross-functional business partners, providing insights on sales performance, operational efficiency, inventory productivity, and fan feedback. - Drives operational excellence by developing and executing strategic plans that support company objectives and business growth. - Analyzes key performance indicators, operational metrics, and P&L results to identify opportunities, mitigate risks, and implement initiatives that improve performance. - Embeds Fanatics values into daily operations, decision-making, and team leadership practices. - Serves as the primary liaison between Team Partners and Fanatics business partners, ensuring effective communication, alignment, and issue resolution. - Ensures effective leadership coverage by appropriately delegating Manager on Duty responsibilities and empowering leadership team members. **Innovation & Problem Solving (Entrepreneurial Spirit)** - Leads the execution of company initiatives through clear communication, prioritization, and accountability. - Identifies opportunities to improve operational processes, merchandise performance, and the overall fan experience. - Applies innovative thinking and sound business judgment to solve complex challenges and drive continuous improvement. - Adapts quickly to changing business needs and effectively leads teams through growth, transformation, and change. **Team & Leadership Impact (Build Championship Teams)** - Recruits, develops, and retains high-performing talent while fostering a culture of accountability, engagement, and inclusion. - Creates and maintains succession plans in partnership with Human Resources and the Regional Director to support talent development and organizational growth. - Provides ongoing coaching, feedback, and performance management to maximize individual and team effectiveness. - Builds strong cross-functional partnerships to drive alignment, collaboration, and business results. **AI & DIGITAL CAPABILITY** We are building a future-ready organization. This role is expected to: - Apply AI and technology to improve efficiency, quality, and outcomes - Use data and digital tools to inform decisions and enhance performance - Demonstrate curiosity and adaptability in adopting new technologies and ways of working - Contribute to a culture of innovation and continuous improvement **CAPABILITIES & EXPERIENCE YOU BRING** **Required Qualifications:** - Minimum 5 years of retail management experience, preferably in a flagship, high-volume, or high-profile retail environment. - Proven experience leading and developing teams of both exempt and non-exempt employees. - Strong retail business acumen, including financial management, budgeting, and P&L accountability. - Demonstrated ability to identify business trends and partner cross-functionally to develop and execute strategies that drive sales, profitability, and operational results. - Strong understanding of consumer and fan behavior, with the ability to align business decisions to market trends and customer needs. - Proven track record of driving operational excellence and delivering results in a fast-paced environment. - Experience managing employee relations in partnership with Human Resources, including compliance with company policies, employment laws, and union environments where applicable. - Excellent leadership, communication, interpersonal, and problem-solving skills, with the ability to influence and collaborate across all levels of the organization. - Strong written and verbal communication skills. - Proficiency in Microsoft Office Suite and retail point-of-sale (POS) systems.