Manager, Membership Services - Abbotsford Canucks

Abbotsford Canucks•Abbotsford, BC

3d•Onsite

About The Position

Working in close collaboration with the Ticket Sales and Service teams, the Manager, Membership Services provides overall management to our Membership Services team and ensures superior customer service is provided to our members.

Requirements

Minimum 3-5 years of related customer service experience in a supervisory role
Post-secondary education in a related field such as business administration or hospitality management
Inspiring leadership skills and experience rallying a team, to achieve its highest potential and then taking it to the next level
Ability to multi-task and set priorities in a dynamic, fast-paced ever-changing environment
Ability to develop and implement strategic, operational, and tactical customer service plans
A commitment to service excellence
Effective time-management skills, strong attention to detail
Excellent written and verbal communication and interpersonal skills
Experience planning and coordinating events, projects, and programs
Extensive computer knowledge, including MS Office (i.e., Word, Excel, PowerPoint, etc.)
Proven track record of achievement in meeting or exceeding goals
Ability to relate professionally to all levels of staff, management, clientele, and suppliers
Committed to working in a team driven environment
Dynamic, hardworking, confident personality with drive and initiative
Flexibility to work extended hours, including evenings and weekends
Excellent judge of character as role oversees day to day operations for various units within the business that must be managed with integrity

Nice To Haves

Experience with Archtics and Ticketmaster

Responsibilities

Providing leadership to the account executives including coaching and customer service training
Working closely with the senior leadership team on strategic planning and execution retention programs
Lead weekly Membership Sales & Services team meetings
Work with Senior Manager, Ticket Sales & Service to provide team members with KPIs and targets that help drive revenue forward across CSE business units
Working with Ticket Operations to build CRM tracking, data collection, and analytics that will assist in improving member retention, communications, and program development
Actively seeking industry best practices and provide recommendations
Acting as a liaison between Premium Service, Ticket Sales, Hospitality, Housekeeping, Ticket Operations, Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
Overseeing conflict resolution of escalated Membership complaints, resolving post-event issues and follow up with members as necessary (i.e., incidents, lost and found, complaints or requests)
Execute seat relocation, seat selection, and upgrade programs
Participate in and execute various season ticket member events throughout the season, including benefit activations
Working game nights