LA KINGS - Manager Membership Services

AEG Worldwide•El Segundo, CA

3d•Onsite

About The Position

The Manager Membership Service is proficient in customer service, retention and cross selling to LA Kings current season ticket members and prospective new members. This role oversees the service department, manages the membership service staff, prepares annual business plans, develops annual goals for the department and executes a strategy to surpass service and retention goals.

Requirements

BA/BS Degree (4-year)
4-6 years related work experience
Proven experience in customer service and sales with demonstrated ability to communicate effectively with clients, especially when reacting to escalated customer service issues.
Assertive, persistence and results oriented.
Ability to respond and resolve customers service issues in a timely manner while supporting a team environment and adhere to departmental guidelines.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Proficient in Microsoft Office products (Word, Excel, Outlook) and ability to learn required business systems.
Ability to consistently re-prioritize based on sales and service needs.
Ability to provide sales, service and renewal reports and contact status back to management on a daily and weekly basis.
Ability to thrive under a competitive sales environment.
Adept at delegating responsibilities for these projects in order to ensure timely completion of all obligations
Ability to work nights, weekends and some holidays

Responsibilities

Conceiving, create, manage and implement all service and sales related projects within the Ticket Sales and Service department of the LA Kings. These projects include but are not limited to account renewals, service events, member benefits, touchpoints, membership sales, group sales, mini plan sales and other sales and service initiatives.
Responsible for hiring, training, managing, and reviewing the performance of Service Account Executives. Also responsible for utilizing coaching as a technique to appropriately develop employees and conducting bi-weekly Goal Setting Meetings
Provide support to the assigned service executives with the customer service and renewal of high-revenue and other accounts as assigned, and exceed the highest standards in customer service, integrity and professionalism.
Act as a management point of contact for all escalated customer service issues.
Work with Ticket Sales and Service leadership on any inventory management projects as assigned.
Collaborate with the Marketing, PR, Game Operations and other departments to ensure customer service remains paramount through all channels of the organization.
Work in conjunction with the Sales and Database Marketing team, will be responsible for the management of lead generation and service plans as required to ensure execution of renewal, upgrade, and proactive service campaigns.
Responsible for promoting a culture of innovation, where new ideas, events or opportunities to benefit season ticket holders can succeed
Work with Ticket Operation team to ensure processes and policies are clearly defined and upheld to result in seamless account functionality and tracking.
Assist in the development and management of the Service team budget
Attend games, service events, and other related activities