JOB TITLE: Manager, Birdland Memberships
DEPARTMENT: Ticket Partnerships
REPORTS TO: Director, Birdland Memberships
JOB SUMMARY: The Baltimore Orioles are seeking an experienced leader who will be responsible for overseeing the day-to-day efforts of our Birdland Memberships team who are focused on servicing Birdland Members (Mini- and Full-Season Ticket Holders). The ideal candidate is sales-focused, self-motivated, flexible, and has a desire to help create a culture within our team that fosters success.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Primary duties to include, but not limited to the following:
Directly manage the day-to-day operations of our Account Executive and Membership Experience Representative teams including year-round retention efforts and touchpoint campaigns.
Oversee the hiring and training for a best-in-class Retention & Member Services team and create continuous professional development and training opportunities for the team.
Create a development plan and individual goals for each member of the team and hold consistent one-on-one and team meetings to keep everyone on track to hit goals.
Research and implement best practices in customer service, sales, and retention.
Lead the team to achieve and surpass annual renewal and revenue expectations.
Develop and lead in-park touchpoint opportunities with our current Birdland Members to build relationships with each customer and lead to better retention efforts.
Resolve any escalated customer service issues and feedback as needed.
Display an in-depth knowledge of the full range of relevant products and benefits and convey that knowledge to Birdland Members and potential leads.
Work closely with our Coordinator, Member Services to ensure our Membership hotline and [email protected] email address are monitored efficiently.
Educate Birdland Members on added-value benefits as part of their plan.
Increase awareness and participation in our Birdland Rewards program to increase Membership satisfaction.
Generate additional revenue through creating opportunities to increase spend from current Members through upgrades, groups/suites, etc.
Become highly proficient with Tickets.com, My Orioles Tickets, and the MLB Ballpark app.
Perform related duties as required
Strong management and leadership skills with the ability to provide detailed direction to staff on the expectations for each campaign, as well as holding them accountable for what is expected.
The ability to create an in-depth training program that provides both initial onboarding as well as sustained career development.
Experience within a professional sports setting preferred, but not required. Experience with Tickets.com and CRM a plus.
Ability to work flexible hours, including evenings, weekends, and some holidays with the expectation of working approximately 25-50% of home games each season.
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. The duties listed do not represent an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
EQUAL OPPORTUNITY STATEMENT:
The Baltimore Orioles are an Equal Opportunity Employer. It is the policy of the Baltimore Orioles to ensure equal employment opportunity without discrimination or harassment on the basis of race (including hair textures, afro hairstyles, or protective hairstyles), color, national origin or ancestry, religion or creed, gender or sex (including pregnancy), age, disability, citizenship status, marital status, veteran’s status, genetic predisposition or carrier status, gender identity, sexual orientation, or any other characteristic protected by law.
Vaccination against COVID-19 is a requirement of the position, subject to consideration of reasonable accommodations for documented medical or religious needs that do not pose an undue hardship.
If you are interested in this position, please apply with résumé and cover letter