Employees must be able to perform the essential functions of this position satisfactorily. The requirements listed below are representative of the duties, knowledge, skills, and/or abilities required. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.
Direct and develop a premium staff of front-line associates whose primary role is to provide premium level customer service, through relationship-based selling skills, in order to increase Premium Club (Defined as Hall of Fame, Champions Lounge, Legends, Hyundai Club and East Club) Member’s loyalty, customer satisfaction and retention rates.
Oversee and strategize all aspects of contractual products which include Hall of Fame, Champions Lounge and Legend suite along with the Stadium Club member base
Oversee a staff of front-line associates which includes the hiring of appropriate staff, training/adherence to the department’s business plan, meeting department retention goals, and conducting regular performance reviews.
Lead premium service and retention team by overseeing their sales efforts by developing strategic campaigns to upsell, add-on and gain referrals from current clients
Responsible for all revenue goals and planning associated with a defined base of existing Premium Club members, including renewals, referrals, add-ons and upgrades.
Successfully manage a team to meet quantitative retention goals by teaching them to proactively offer benefits, build relationships, increase Member loyalty, and create lifelong memories.
Develop and instruct a team to manage a dedicated book of business, using outbound and inbound calls, e-mails, and in-person meetings in a fast and accurate manner daily.
Work closely with other GMR Directors as well as other departments, including but not limited to: legal, finance, insights and strategies and ticket operations to plan and operate premium membership base
Assist with compiling reports for the Vice President of Guest and Member Relations
Execute Member engagement programs and call campaigns for staff including, but not limited to, cancellations, past due accounts, survey questions, event invites, and renewal likelihood.
Correspond and resolve appropriately any customer issues that are escalated.
Oversee the full-time staff, and part-time staff, who perform customer service-based duties for all home games, events, and special features that Premium Member products are ticketed for/invited to.
Other duties/assignments as directed by Vice President of Guest and Member Relations.
Employee is responsible for managing a division of the department and directing the work of its employees
Employee is also responsible for staffing the department and the management of employee performance, including hiring appropriate staff, conducting regular performance reviews and, if necessary, terminating staff in conjunction with human resources.
Skills & Abilities
Must be able to effectively prioritize tasks and be flexible to shift focus quickly
Ability to communicate effectively, with internal and external clients of all levels, in-person, over the phone and in writing
Detail oriented, with ability to manage multiple projects
Demonstrated experience leading, developing, and motivating teams
Proficiency in problem solving
A positive and resilient team centric attitude with a professional demeanor
Advanced time management, multi-tasking, and prioritization skills
Strong critical thinking, problem-solving, and conflict resolution skills
Excellent written and verbal communication skills
Advanced ticket retention and sales knowledge and/or background
Strong work ethic with the ability to work flexible hours including evenings, weekends, and holidays
Experience & Education
A Bachelor's Degree or commensurate work experience
A minimum of five years in a service or sales role and three years managing a staff
Proficiency in MS Office programs (Word, Excel, and Outlook)
Experience using Archtics ticketing system and Salesforce CRM preferred
The Company is a professional, fast paced, creative business environment. Other environment conditions:
Extended evening, weekend work hours sometimes required. Required to work all home and some away games. May have to work occasional holidays.
Stressful and demanding work environment in executing work on short deadlines.
Computer and desk work a significant part of daily activities.
Sitting, standing, working with hands for extended periods of time.
This job description is intended to set forth the core functions required for this position and describe the general nature of the work performed by employees in this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Employees may be assigned additional responsibilities as necessary. The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of the Company’s business, competitive considerations, or the work environment changes. This document describes the position currently available and is not an employment contract
The position covered by this Job Description is expressly declared to be “at will,: meaning the Company has the right to terminate the incumbent’s employment at any time, with or without cause. Any written or oral promises or representations to the contrary are expressly disavowed and should not be relied upon any employee. Any change to this “at will” employment status must be in writing and signed the by the Chief Operating Officer of the Company.
It is the policy of the Buccaneers to provide equal employment opportunity to all individuals regardless of race, color, religion, sex, national origin, marital status, disability, age, veteran status or any other legally protected status, including sexual orientation and gender identity.