Position Title:
Sr. Manager, Member Experience

Circle, Department:

Revenue

Status (E/NE, FT/PT):

Exempt, Full-Time

Reports to:

VP, Membership Sales and Service

Summary

Here at the Detroit Pistons, we are focused on equality for all. We work collaboratively to foster a diverse and inclusive work environment that celebrates our differences while driving innovation and equity. Creating impactful experiences on and off the court is what we do - and ensuring that everyone has a voice is how we do it.

As the Senior Manager, Member Experience, you will manage a team of Membership Experience Executives and assist on all retention and sales efforts within the Member Experience Department. This position is responsible for assisting in the establishment of sales, service and renewal strategies for the department. Additional responsibilities include hiring, training, and overseeing the management process for all Membership Experience Executives.

We are an organization that is committed to leadership in our community, diversity and inclusion, teamwork, our customers and personal character and accountability. We are seeking a driven addition to reflect our core values. We consider ourselves an extension of The Pistons brand, we are excited to engage with the Detroit community, and we want to meet you!

What you’ll be doing

Manage day to day activities of Membership Experience Executives and assist with account management
Support long term initiatives that prepare the member services department for growth of membership base
Collaborate with the Premium Sales, Business Development, Group Sales and Ticket Sales teams to ensure seamless account transitions and assist in the sales process when needed
Work with Business Intelligence to develop member touchpoint campaigns, lead generation, dashboards and reporting for Member Services Team
Take a proactive approach to growing activation and engagement as it pertains to the Pistons Rewards program
Manage all game night member activities and events, coordinate staff and game day materials
Interact and educate members on benefits and customer service issues
Create event timelines, menus, gifting, and appearances while subsequently implementing best-in-class events for the membership base
Ideate and develop sales and annual retention communications and presentations
Manage inventory of autographed items to assist with community donations and member events
Prepare and assist with invoices, reports, memos, financial statements, office supplies and other documents as required
Complete event recaps noting revenue production and items of importance for future events
Assist in hiring and training new department employees and educating them on what it means to be a Pistons Member
Collaborate with the Legal Team to ensure compliance
Other duties as assigned

What we’re looking for

Bachelor’s degree required
5 years of sports industry experience
1 year of management experience preferred
1 year in event planning and/or selling
Daily use of Ticketmaster, Salesforce, and Archtics as well as Microsoft Office (Word, Excel, PowerPoint)
Excellent communication, networking and writing skills required
Strong sense of self-awareness and emotional intelligence
Self-starter and able to work independently, but also a flexible & reliable teammate
Strong time management and prioritization skills when given clearly defined goals and objectives;
Must be able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption
Strong decision-making skills
Ability to write creatively and present ideas in a clear and concise manner
Collaborative spirit/Team Oriented

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Sr. Manager, Membership Experience