Andrew Spencer is director of customer engagement and revenue for Delaware North Sportservice, a division of global hospitality leader Delaware North.
In his role, Spencer works closely with all of Delaware North Sportservice’s clients and partners. His main responsibilities include strategic planning efforts with each sports client; aligning corporate resources with client needs to maintain and grow client satisfaction; and developing and implementing new ways of analyzing the concessions business that generate insights to create new revenue-generating concepts.
After moving to his current role in 2017, Spencer immediately developed and launched an insights initiative to gain a critical view of the division’s operations. Growing out of that initial insights work, Spencer and his team have deployed social media platforms, research platforms, data and analytics platforms, and standard reporting initiatives to improve day-to-day site operations and drive enhanced client engagement across sports locations.
Spencer joined Delaware North in 2013 as the director of customer insights in the corporate marketing department. While in that role, he ran large-scale customer-, consumer- and fan-related research projects across all company lines of business – including for sports clients, U.S. National Park Service properties, Kennedy Space Center Visitor Complex, municipal airport locations and within the gaming business.
Prior to joining Delaware North, Spencer held various client-facing roles over an 11-year career at Mattel Corp in Los Angeles, the most recent of which was director of customer insights and analytics. In this role, he led the retail category management and shopper research teams serving the needs of North American customers such as Wal-Mart, Target Corp., and Toys R Us. Projects for the aforementioned clients resulted in award-winning redesigns of toy aisles or entire departments; exciting annual toy launches in more than 5,000 stores; and millions of dollars in sales improvements through the use of smart retail SKU analysis and targeted shopper segmentation work.
Spencer is a graduate of the University of Massachusetts.
How Can Venues and Their Partners Use Analytics to Provide a Better Fan Experience?
During this session, we will hear panelists discuss how venues and their partners work together to gather, analyze and share information. They’ll explain how this data is used to target fans and create programs that enhance the fan experience all while increasing ROI.