General Manager - New York City FC Team Store

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.