Membership Sales and Service Manager
Sports & Entertainment
Southeast Region
Sales
Posted/Updated: 12/05/19
Southeast Region
Sales
Posted/Updated: 12/05/19
Job Summary
SUPERVISORY RESPONSIBILITIES
- Hire and lead full-time staff and manage their workflow
- Oversight of part-time staff, interns and Residents (as applicable)
- Responsible for ongoing coaching and career development of staff
- Provide weekly feedback to Ticket Sales and Service leadership regarding Membership Services Executives on assigned team
- Develop a weekly staffing schedule to ensure proper hourly coverage and manage non-exempt staff to assigned hours
- Responsible for timely performance feedback through the Quarterly Snapshot process
- Respond as the Manager on Duty for assigned Lightning home games
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide daily assistance and leadership to a team of Membership Services Executives as the first escalation point on account situations
- Handle account collection issues and communication strategies in conjunction with Membership Services Executives on assigned team
- Assist in developing business plans and renewal strategies in accordance with Ticket Sales and Service leadership
- Communicate daily and at games/events with Season Ticket Members from a managerial perspective
- Assist with the planning, design and execution of the Dues Notification renewal campaign
- Lead assigned team to hit sales goals for all products including, but not limited to: LPAC memberships, group tickets, concert/event tickets, suites and lofts
- Provide daily sales team support and onboarding to new Season Ticket Members as they are sold by the sales staff
- Attend and assist with organizing and managing Season Ticket Member Events throughout the calendar year
- Attend and work all assigned Lightning home games at Amalie Arena, including playoffs
- Assist with managing overall Ticket Sales and Service expense budget to remain within assigned and budgeted expense totals
- Assign touch point and renewal goals for department in conjunction with the Ticket Sales and Service leadership
- Other duties as assigned
Qualifications
- Bachelor’s degree or equivalent experience in Business, Sports Management or related field preferred
- A minimum of 3-5 years relevant experience in customer service and/or sales performing the essential duties listed above within the sports and entertainment industry
- Proven leadership and supervisory experience managing, coaching and hiring staff preferred
- Creative and enthusiastic daily approach to inspire teammates
- Ability to strategize and forecast future results using data and analytics
- Ability to build strong and collaborative relationships with staff
- Ability to communicate effectively with multiple audiences
- Ability to create and present effective presentations
- Ability to work independently and as a team member
- Ability to prioritize and manage numerous projects simultaneously
- Self-motivated, with ability to work with little direct supervision
- Excellent communication skills (oral and written)
- Strong organizational skills and attention to detail
- Ability to work in a fast-paced changing environment and as part of a team
- General knowledge of Microsoft Works (Word, Excel and Power Point), Microsoft Dynamics CRM, Social Media and Archtics TM based ticket system preferred
- Ability to work flexible hours, including weekends and evenings as required
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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