Membership Experience, Team Lead

Canucks Sports & Entertainment (CSE)•Vancouver, BC

About The Position

Working in close collaboration within the Membership, Sales & Business Intelligence department, the Membership Experience Team Lead provides leadership and guidance to our Membership Experience team and ensures superior customer service is provided to our members.

Requirements

At least two years of related customer service experience in a supervisory role
Post-secondary education in a related field such as business administration or hospitality management
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) with experience in Archtics and Ticketmaster technology strongly preferred
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 in Archtics and Ticketmaster technology

Responsibilities

Provide leadership to team of Account Executives and Membership Service Representatives
Lead weekly Membership Experience team meetings
Coach service excellence best practices with Membership Experience team and Membership Service Representatives
Lead biweekly one-on-one meetings with members of the Membership Experience team and occasional check ins with Inside Sales Representatives with an interest in a service/retention path
Actively seek ways to generate additional and ancillary revenue opportunity from current member mase by supporting campaigns such as group tickets, premium hospitality, and concert/special events sales
Work with Business Intelligence to build CRM tracking, data collection, and analytics that will assist in improving member retention, communications, and program development
Actively seek industry best practices and provide recommendations
Act as liaison between Premium Membership, Premium Sales, Hospitality, Housekeeping, Ticket Centre, Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
Work with Director, Ticket Sales & Service to provide team members with KPI’s and targets that help drive revenue forward across CSE business units
Resolve post-event issues and follow up with members as necessary (i.e., incidents, lost and found, complaints or requests)
Work closely with the Coordinator, Membership Benefits to execute seat relocation, seat selection, and upgrade programs
Participate in and execute various season ticket member events throughout the season, including benefit activations
Work game nights and provide support during special events and promotions as required