Coordinator, Service & Retention (55441)

DIAMOND BASEBALL HOLDINGS LLC•Spartanburg, SC

About The Position

Our Ticket Sales Department is seeking an energetic, customer service-oriented individual to join our team to deliver exceptional hospitality to our Season Ticket Members, along with all of our guests. The Membership Services Coordinator will assist in servicing all season ticket accounts, partnership ticket accounts, manage the logistics and execution for all membership events, and oversee the process for all season ticket member touchpoints during the season and off-season. The Membership Services Coordinator will report to the Tickets Sales Director. Essential Duties and Responsibilities: Assist in establishing a season ticket membership retention goal and ownership of the ticketing team achieving established retention goal. Create and implement tracking and pacing towards goals using tools and resources provided by DBH and the Hub City Spartanburgers. Work closely with the broader Diamond Baseball Holdings Ticketing and Sales Teams to develop best practices when it comes to servicing accounts and maintaining membership base through renewals and potential upsell opportunities. Help manage all season ticket accounts, anticipating and resolving all member complaints, requests, and inquiries to drive high renewal rates and upselling opportunities. Support our Ballpark Pass product, communicating with members about auto-renewals and usage. Create a constant communication loop and educational materials for all membership accounts to ensure they have all information related to packages (including upcoming events, payments, special promotions, renewals, website, and monthly newsletters). Develop a strategic client engagement strategy tailored to each account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, handwritten notes, and emails. Have a passion for customer care and find opportunities to go above & beyond for member’s special occasions to drive loyalty. Coordinate between ticket leadership and marketing team in creating necessary marketing materials for all membership events. Collaborate with the Corporate Partnerships team to ensure fulfillment of client season tickets and hospitality elements. Create a process to survey and listen to member feedback to better serve our guests. Responsible for day-to-day relationships with all new and existing members. Service our season ticket member lounge area with engagement tools for higher retention among STM and work to create and enhance the in park experience for season ticket members. Provide monthly reporting and communication of usage rate for all membership accounts. Support group clients with signage and communication for pre-game and in game coordination. Assist with updating and monitoring Satisfi and other service communication tools to deliver enhanced service experience for all fans. Support our game day sales initiatives, including meeting clients in person at our sales booth. Support creating engaging events, working with internal teammates to coordinate. Support inbound and outbound call volume, logging all interactions in DBH360 appropriately. Support all renewal communications Create and implement communication strategies for non-game day event access for season ticket members, premium clients and partners. Maintain touch point goals for outbound effort to engage with season ticket members. Assist the team with other duties as assigned.

Requirements

Undergraduate degree required.
1+ year of sales/client services experience; ideally with an understanding of/experience in the sports & entertainment industry.
Exceptional written and oral communication skills; ability to collaborate, influence, and cultivate relationships within a multitude of business environments.
A team player who communicates professionally and builds positive working relationships.
Demonstrates a professional demeanor while remaining approachable and collaborative.
Brings a positive attitude and works well with teammates across departments.
Highly organized and able to manage multiple priorities and projects while working with many categories of clients.
Proficient in Microsoft Word, Excel, Outlook, and PowerPoint & Microsoft teams.
Experience working in a CRM system.

Nice To Haves

A Degree in Hospitality Management, Marketing, Sports Business Management, Communication is a plus.
Knowledge of Microsoft Dynamics a plus.

Responsibilities

Assist in establishing a season ticket membership retention goal and ownership of the ticketing team achieving established retention goal.
Create and implement tracking and pacing towards goals using tools and resources provided by DBH and the Hub City Spartanburgers.
Work closely with the broader Diamond Baseball Holdings Ticketing and Sales Teams to develop best practices when it comes to servicing accounts and maintaining membership base through renewals and potential upsell opportunities.
Help manage all season ticket accounts, anticipating and resolving all member complaints, requests, and inquiries to drive high renewal rates and upselling opportunities.
Support our Ballpark Pass product, communicating with members about auto-renewals and usage.
Create a constant communication loop and educational materials for all membership accounts to ensure they have all information related to packages (including upcoming events, payments, special promotions, renewals, website, and monthly newsletters).
Develop a strategic client engagement strategy tailored to each account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, handwritten notes, and emails.
Have a passion for customer care and find opportunities to go above & beyond for member’s special occasions to drive loyalty.
Coordinate between ticket leadership and marketing team in creating necessary marketing materials for all membership events.
Collaborate with the Corporate Partnerships team to ensure fulfillment of client season tickets and hospitality elements.
Create a process to survey and listen to member feedback to better serve our guests.
Responsible for day-to-day relationships with all new and existing members.
Service our season ticket member lounge area with engagement tools for higher retention among STM and work to create and enhance the in park experience for season ticket members.
Provide monthly reporting and communication of usage rate for all membership accounts.
Support group clients with signage and communication for pre-game and in game coordination.
Assist with updating and monitoring Satisfi and other service communication tools to deliver enhanced service experience for all fans.
Support our game day sales initiatives, including meeting clients in person at our sales booth.
Support creating engaging events, working with internal teammates to coordinate.
Support inbound and outbound call volume, logging all interactions in DBH360 appropriately.
Support all renewal communications Create and implement communication strategies for non-game day event access for season ticket members, premium clients and partners.
Maintain touch point goals for outbound effort to engage with season ticket members.
Assist the team with other duties as assigned.