Director of Membership Services

The Director of Membership Services role is responsible for the direct management of the Membership Services team, assuring that team members are executing assigned tasks and are providing extraordinary customer service to Lions Season Ticket Members. 

ESSENTIAL FUNCTIONS:
The Director of Membership Services will have daily responsibilities including, without limitation, the following:

• Primary manager of the membership benefits platform, including the execution of member events and all gifting initiatives


• Responsible for professional development of all subordinates, with a focus on providing access to new initiatives and inclusion in regional and league networking events


• Development and management of a year long calendar that prioritizes the appropriate initiatives for membership services team


• Focus on team and NFL survey results, with an emphasis on identifying pain points for fans and working to develop solutions to common complaints


• Serve as the lead representative from the ticketing department in company fan conduct/ejection meetings


• Focus on mentoring and training inside sales representatives to help prepare them for the next step in their careers.


• Serve as a liaison to third party ticketing partners to ensure a smooth customer experience and monitor these platforms to keep content updated.


• Directly oversee the Membership Services team to drive ticket sales and retention initiatives with a primary focus on providing exceptional customer service and driving improved Season Ticket Membership renewal percentages.


• Develop and implement protocols and procedures to ensure all team members are properly trained and are adequately executing their essential job functions. 


• Participate in the development of season ticket membership retention plans, including but not limited to pricing, revenue targets, sales/renewal efforts, inventory management, and relationship strategies while analyzing and evaluating the effectiveness of sales programs, methods, costs and results


• Develop and enhance relationships with current clients to increase business development opportunities through exceptional service and referrals


• Participate in NFL and industry educational opportunities to understand best practices and implement learnings as appropriate


• Serve as the primary contact for customer complaints or concerns that are unable to be resolved by a Membership Services team member.


• Participate in periodic meetings with the executive team to share updates and provide ideas that may improve the efficiency and effectiveness of the Membership Services team


• Directly manage a limited amount of Season Ticket Member accounts as needed

NONESSENTIAL FUNCTIONS:

• Will maintain an appropriate level of knowledge of Microsoft Office and other software


• Must be motivated, reliable, and able to work independently or as part of a team


• Maintain professionalism when communicating with internal and external contacts


• Must be accurate and efficient with ability to meet deadlines


• Must be detail oriented with strong organizational skills


• Will adjust work schedule to meet departmental demands


• Will keep appropriate information confidential


• Will accept other responsibilities and duties required by the supervisor consistent with the objectives and essential functions of this position

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s Degree in Business, Sports Management or related field preferred


• Minimum of 8 years of proven sales and/or customer service experience


• Ability to work independently and as an effective team member


• Strong customer service skills and problem-solving abilities


• Ability to handle a fast paced and sometimes high stress environment


• Excellent communication and organizational skills with a client-centric attitude.


• Professional, self-motivated, confident and willing to lead by example.


• Ability to work in a team-oriented environment with an irregular work schedule to include nights, weekends, and some holidays.


• Knowledge of Archtics ticketing system, Microsoft Dynamics (STR), and basic Excel/Word proficiency are all preferred.


• Ability to multi-task and effectively adjust to rapidly changing market.


• Demonstrate a strong work ethic with an innate sense of urgency and tenacity. 


• Team oriented attitude, relationship building, professional demeanor and appearance.


• Strength in time management, organization, and customer service skills.


• Ability to work a flexible schedule including nights, weekends and holidays.