The Seattle Mariners, under the leadership of President of Business Operations Catie Griggs, have brought a laser focus to creating the best fan experience in Major League Baseball through the use of technology, staff training, and direct fan feedback. Overseeing these efforts is the newly-created position of Vice President of Fan Experience. Malcolm Rogel, a 23-year veteran of the Mariners Front Office, has assumed the new role.

“Fans are the reason we do what we do,” said Griggs. “This new role collects everything a fan encounters during a visit to T-Mobile Park under the purview of a single member of our leadership team who views the world through the lens of the fan,” said Griggs. “It’s not that this wasn’t already happening at the Mariners, but it was diffused across the organization. Malcolm brings a clarity of focus that will allow us to do the best possible job of serving our fans more effectively.”

“I see my job as driving the greatest ROE, Return On Experience, for every fan,” said Rogel. “The Mariners Fan deserves and expects an unforgettable experience, in fact it is in our Mission Statement. The entire journey from ticket to traffic will be scrutinized with one view in mind - that of the fan. When our fans make their way home from T-Mobile Park after a game, we want them to say ‘that was the most fantastic venue experience I have ever had.’”

Rogel most recently served as Mariners Vice President of Ticket Operations and Event Services. Under his leadership, the Mariners have launched such innovative and affordable ticketing initiatives as Value Games and the wildly popular Mariners Flex Memberships, which give fans total control over their game schedule and seat location at discounts of up to 50%. Furthermore, Rogel and concessionaire Sodexo Live have driven T-Mobile Park’s food and beverage experience to new highs with MLB rankings of #1 for Best Food and #1 in Craft Beer for the 2021 season.

Rogel will utilize direct fan feedback from comment cards, Guest Services, and Major League Baseball’s Voice of the Consumer survey to analyze experiences and whether expectations were met. The MLB surveys are emailed to ticket buyers throughout the season to ensure no voice is unheard.

“Surveying underpins a lot of our decision-making,” said Rogel. “Results are available immediately, which makes it possible for us to make adjustments on a game-by-game basis if necessary. The fan feedback combined with our ideas and experience can help us make the ballpark experience even better.”

Rogel graduated from Washington State University in 1998 with a major in Communications and a minor in Business. He began his career with the Mariners prior to the start of the 1999 season as Box Office Manager and has worked his way up through the ranks.

A native of Enumclaw, Washington, Rogel and his wife Joanne reside in Bonney Lake, Washington, with their children Iris, Hudson, and Carter.