Senior/Director, Member Services & Premium Hospitality

Harris Blitzer Sports & Entertainment•Camden, NJ

38d•$100,000•Onsite

About The Position

The Philadelphia 76ers are searching for a Director of Member Services to help drive and achieve the annual retention efforts of the Member Services team and Premium Services team. The Director will be responsible for driving season ticket renewals through developing a comprehensive season ticket member engagement strategy, setting and monitoring staff accountability metrics, designing all communication to Members, hiring and training the staff and planning and executing Member events, amongst other responsibilities. The Director of Member Services should be a dynamic leader who is just as adept at motivating, developing and inspiring staff to create a world-class culture as they are setting and monitoring goals, analyzing trends and making data-driven decisions.

Requirements

5+ years of senior-level sales/service experience preferably with an understanding of the ticketing and premium sales business.
3+ years of relevant management experience within the Member Services discipline.
Bachelor's degree, preferably in business administration/hospitality, or equivalent work experience
Ability to write and communicate effective business plans
Excellent problem solving, communication, and presentation skills
Ability to balance multiple projects at once in a fast-paced work environment
Proficiency in Microsoft Office, Salesforce, LinkedIn, ZoomInfo and related tools

Responsibilities

Develop the strategy and execution of annual renewal plans to achieve retention goals of the Society 76 Membership base
Plan and implement year-round events to engage Members of Society 76
Enhance, oversee and execute Society Rewards Program
Lead, motivate, develop, train and retain a team of Premium Services Account Managers and Member Services Account Managers future succession and opportunity within HBSE
Recruit and develop a world class service department by interviewing, hiring and onboarding new employees
Setting weekly, monthly and yearly goals for the Member Services staff
Conducting one-on-ones with the Member Services team to identify issues, help troubleshoot and build a relationship with the goal of helping the account managers perform their jobs at the highest level
Monitor and appraise team performance and efficiency on an ongoing basis
Work collaboratively and exercise clear and proactive communication with other departments such as marketing, ticket operations, CRM, basketball operations and business intelligence to accomplish goals, tasks and projects
Effectively utilize PowerPoint, Excel and Outlook to communicate vision and strategy to senior leadership
Engage with season ticket members proactively to ensure elite service and working to resolve member issues as they arise
Performing other tasks and responsibilities as directed