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. 

• 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. 

• Demonstrated ability to work independently, prioritize effectively, and provide clear direction, coaching, accountability, and follow-through to teams. 

• Commitment to fostering an inclusive workplace culture that supports employee development, engagement, and constructive conflict resolution. 

• Highest standards of integrity, professionalism, and ethical conduct. 

• Ability to work a flexible schedule, including evenings, weekends, holidays, home games, and special events. 

• Reliable attendance, punctuality, and professional representation of the Fanatics brand. 

 

Work Environment & Physical Requirements: 

• Position is based on-site at the assigned venue location. 

• Regularly required to sit, stand, walk, reach, bend, and move throughout the facility as needed. 

• Ability to lift, carry, and move merchandise and equipment weighing up to 30 pounds. 

• May be exposed to varying weather conditions on game days and during special events, including heat, cold, wind, and rain, when supporting outdoor retail operations. 

 

Education: 

• Bachelor’s degree or equivalent work experience preferred, not required. 

  

At Fanatics, we operate with a BOLD mindset—We Build Championship Teams, we're Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you're ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.