Supervisor, Member Services
The Supervisor, Member Services will be responsible for developing and leading a team of 10+ Member Services Representatives. This team is responsible for building and maintaining relationships with Rams Season Ticket Members to enhance their overall experience. The Supervisor will focus on the day-to-day management of the representatives to ensure alignment with the Rams service philosophy to guarantee customer satisfaction. The ideal candidate will be able to coach and teach the service staff the skills required to develop relationships with clients and drive action. This person will develop processes, resources and touchpoint tracking to ensure successful client management and annual season ticket renewals for the Member Services Representatives.
This position will have many key relationships, both internal and external, as well as supervise a department of full-time employees. An ideal candidate is a hardworking and creative professional who is a clear self-starter with strong leadership and relationship skills. Also, someone who has proven success and passion working in customer service, account management, or sales professional setting. The ideal candidate will have experience supervising or managing a team.
Key Job Responsibilities:
Hire, train, develop and lead the Member Services Representatives to provide world-class service to Rams Premier and Reserved Season Ticket Members.
Day-to-day oversight of the service philosophy, communication, and retention efforts through touchpoint engagement, campaign development, and CRM application.
Train the representatives in software systems to promptly ensure records and data entry are updated and accurately inputted.
Assist representatives with email and phone scripts
Train the representatives on customer service techniques including phone etiquette, conflict resolution and more.
Collaborate with the Manager of CRM to develop reports and dashboards for data visualization to support the Member Services team's day-to-day needs.
Review data to make recommended touchpoint goals for the Member Services Representatives
Assist with the creation and execution of Season Ticket Member benefits, gifting, and experiences.
Help create communication (i.e., email, SMS, web, and social) copy for client-specific segments and help manage special communication projects such as Season Ticket Member Newsletters.
Resolve and respond to escalated service issues presented by Season Ticket Members.
Stay current on marketplace trends, techniques, and technology that could benefit the Rams organization, its partners, Season Ticket Members, and fans.
Assist in performance reviews, staff development, and the implementation of employee recognition programs.
Other duties as assigned.
A dynamic, outgoing, self-motivated individual with natural customer service instincts
Strong leadership attributes including ability to inspire a team and provide feedback
Collaborative culture builder that works well with a diverse team
Excellent verbal and written communication skills with the ability to effectively communicate at the highest levels of an organization both internally and externally
A proven track record in relationship building and networking skills with an ability to interact effectively and professionally
Must have high level of interpersonal skills to handle sensitive confidential situations and information
Strong critical thinking, problem-solving and conflict resolution skills
Strength in time management, administrative ability, and organization
Ability to handle multiple tasks and projects with varying deadlines
Passion for working in the NFL, working in a team environment and interacting with fans
Experience & Education:
Four-year college degree or graduate degree with an emphasis on business, management, sports, sales, or related field
A minimum of four years of experience in providing superior guest service in sports, entertainment, or hospitality business
Previous experience supervising or managing a team is a plus
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
Experience using Archtics ticketing system and Microsoft/Salesforce CRM
Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
The Los Angeles Rams is a professional, fast-paced, creative business environment. Other environmental conditions:
Housing and auto-transportation in the Los Angeles area
Ability to work an event-driven schedule, including weekends, evenings, and some holidays
Must be able to work all Los Angeles Rams home games and Season Ticket Member events
Comfortable with face-face, in-person experiences with prospects, clients, and fans
Ability to travel around the stadium visiting clients during home games and events at SoFi Stadium
Computer and desk work a significant part of daily activities
Sitting, standing, working with hands for extended periods of time
Rarely is lifting more than 20 pounds required
Salary: $65,000/yr. - $75,000/yr.
The Los Angeles Rams are proud to be an Equal Opportunity Employer.
We strive to create a sense of belonging for all employees by fostering a culture of respect and inclusion, empowering everyone to be their true selves.