Achieve Business Objectives
Leading the Premium Service team to achieve/exceed annual financial targets for all premium ticketing products including luxury suite leases, rentals & all premium clubs.
Providing ongoing support throughout the renewal period and entire year to optimize performance and results
Delivering exceptional customer service including building relationships and managing client escalations to provide value, establish trust and support customer retention.
Collaborating and liaise with internal groups (i.e. Fan Experience) and partners (i.e. F&B provider) to deliver world class experiences throughout the calendar year.
Establishing organizational policies and procedures in relation to premium sales, service and retention
May be required to work with the marketing department to understand and communicate marketing messages to existing customers, prospects, general public and staff.
Build, Lead & Develop a High Performing Team
Recruiting, hiring, onboarding, training and developing a diverse and growing premium service team.
Sales leadership and supporting various special events and programs as needed.
Motivating and inspiring your team to deliver business results while maintaining an inclusive, collaborative and fun culture aligned with the Blue Jays CLEAR values of Collaboration, Learning, Empowerment, Achievement, Respect.
Establishing structured programs that foster personal and professional growth including personalized development plans and a regular feedback cadence.
Process, Measurement & Reporting
Partnering with internal stakeholders and external vendors to drive continuous improvement of customer experience, department operations and profit generation.
Developing and implement transparent performance measurement tools focused on both quantitative results and behaviours.
Preparing financial updates, forecasts and projections to be used by the executive leadership team.
Preparing and execute departmental fiscal plans and budgets.
Strategic Direction & Programs
Developing short, medium and long-term retention strategies based on a combination of data and experience driven intuition.
Supporting the development of the Premium Sales and Service department vision and strategy.
Building premium customer communication plans
Providing input on the development of new premium products including pricing, positioning, value proposition, incentives, timing, service & retention strategies as part of a major stadium renovation to enhance the premium product mix.
Other projects and duties as assigned.
Minimum 5 years’ experience in premium sales and services
Experience in a similar role advising on the renovation and creation of new spaces for premium customers in a Major League Baseball (MLB) stadium
Experience designing, developing, and executing premium service and retention strategies for an MLB franchise
Proven success leading and motivating a high performing retention team to consistently achieve targets
Demonstrated success as a leader with a passion to build and lead a highly successful team while developing and maintaining a winning culture, including experience hiring, onboarding, and training
A Service mindset and passion for creating memorable experiences
Excellent verbal and written communication skills; able to interface with all levels of the organization and various types of customers including C-suite and administrators
Natural collaborator who works well cross-functionally and in a team environment
Excellent judgment and diplomacy in handling customer service issues
Ability to manage both client service and retention and the development of their staff
Proven success retaining premium customers in professional sports
Experience planning and managing both a revenue retention plan and operating budget while demonstrating fiscal responsibility
Not required, but beneficial:
Knowledge of Ticketmaster/Archtics is an asset
Familiarity with CRM platforms (Salesforce) is an asset