Manager, Membership Services
Amaze, Inspire, Unite
Job Summary:
The Manager, Membership Services will manage the day-to-day processes and direction of the Membership Services Team as well as assist leadership in the build-out and execution of renewals, events, sales and recruiting. This position will work closely with our Director, Client Services to build a best-in-class Membership Services Team and provide continual training and development opportunities for the staff. They will also be responsible for managing sales campaigns, membership communication, member benefits and revenue generating events tied to existing Season Ticket Members.
Key Responsibilities:
- Lead membership service and retention efforts and develop touchpoint campaigns, events and programs to maximize revenue.
- Assist with the development and planning of the Winged Wheel Nation Membership renewal campaign
- Maximize ticket sales revenue from current Red Wings Season Ticket Members through renewals, upgrades, add-ons, referrals and new business outreach.
- Oversee continual sales/service training to Membership Services Team
- Report KPIs measuring the success of retention campaigns; gather and provide analytics to evaluate effectiveness of strategy, initiatives and campaigns.
- Provide detailed retention reports on an ongoing basis, ensuring the accuracy of reports and identifying trends.
- Oversee the fulfillment of existing membership benefits; research and implement new benefits programs annually.
- Coach Membership Services Team on resolving customer complaints and providing detailed communication to all customer requests. Work with staff to develop metrics around member concerns and develop strategic long term solutions.
- Collaborate with Group Sales and New Business Sales to prospect and execute large scale group outings with current season ticket members.
- Plan and execute year-round communication plan for Winged Wheel Nation members, in collaboration with the Director, Client Services.
- Create monthly sales campaigns and contests to drive revenue from current membership base.
- Create Game Day and Event Schedule for Membership Services team and ensure that all member events are adequately staffed.
- Provide training for all Ticket Sales and Service Account Executives on Membership Services current topics, challenges, etc.
- Promote a culture of high integrity, sales performance, and accountability
- Establish goals and pacing for sales campaigns, and hold staff accountable to both process and results.
- Represent Membership Services at DTW meetings, as requested by the Director, Client Services.
Minimum Knowledge, Skills and Abilities:
- Bachelor’s degree
- Minimum 3 years of relevant experience in sales and service.
- Excellent communication skills in customer facing settings and with colleagues
- Previous management and/or leadership experience preferred.
- Exceptional track record of developing and implementing sales strategies that have consistently met or exceeded planned objectives.
- Evidence of being a strategic thinker with the ability to develop and implement processes and plans.
- Evidence of a successful leadership track record with high ethical standards.
- Extensive knowledge of Provenue and Microsoft Dynamics is a plus
- Strong organizational skills and ability to handle multiple projects
- Excellent verbal and written communication skills
- Proficient in Microsoft Office including spreadsheet applications
- Ability to work in a fast-paced environment
WORKING CONDITIONS:
- Office Environment
- Irregular and extended hours including nights, weekends, and holidays
All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Olympia Entertainment.
Olympia Entertainment is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.
