Manager, Club Seat Services

Manager, Club Seat Services is responsible for the retention and management of Club Seat Season Ticket Members. Manager, Club Seat Services individuals are tasked with exceeding the expected level of service for full season customers and renewing them year over year while growing their book of business via cross-selling, referrals, and other new business initiatives. The position will be responsible for selling new business from all levels of the ticketing platform throughout various parts of the year. In addition, the department head will define projects, roles, and responsibilities to best fit the individual and their desired goals and strengths.

ESSENTIAL FUNCTIONS (including, but not limited to):
Manager, Club Seat Services role will have daily responsibilities including, without limitation, the following:

• Meet and exceed monthly target metrics determined by Director of Premium Services.


• Provide exceptional customer service and execute a touchpoint campaign to Club Seat Season Ticket Members and track those activities in both the ticketing and CRM systems


• Maintain monthly touchpoints with customers, meet them face to face (both in-season and during off-season appointments), and hit touchpoint targets with each customer in a way best suited to that customer’s needs


• Lead the fulfillment and service of Loge, Tunnel and Dream Seat tickets/access credentials


• Inform, educate, and instruct Club Seat Season Ticket Members on their benefits and best practices, acting as an informed consultant and trusted advisor


• Work closely with the Director of Premium Services to create efficiencies and maximize Loge/Tunnel/Dream revenue opportunities through longer-term deals


• Renew full season and partial accounts at an exceptional rate, while also putting a focus on new business sales throughout the year


• Identify revenue generating opportunities within current client base to contribute to the overall ticketing and suites goals, focusing on renewing/upselling Loge/Tunnel to suites


• Research and execute the annual Club seating gift


• Work with Senior Manager of Marketing Science on Premium and Club benefits communications, including but not limited to targeted Know Before You Go, post-game surveys etc.


• Act as the liaison between Ticketing and Events on LLM events


• Prepare contracts for new and renewal Loge Box and Tunnel Club members


• Build relationships and credibility with the account base through efficiency, dependability, and a positive and helpful attitude


• Comply with all departmental CRM guidelines to ensure information is accurate, deliverables are tracked and fulfilled, and account information is up to date at all times


• Answer all customer inquiries as immediately as possible, with average response time under 1 business hour, never to exceed 24 hours without a response during the work week 


• Execute all customer requests and secure payment for club seat season ticket memberships when necessary


• Cross-sell account base to groups, partial seasons, suites and additional season ticket packages or premium products


• Assist in management of season ticket accounts


• Act as membership services team member in answering in-bound calls on season ticket hotline and assisting other customers


• Participate in sales and renewal campaigns that target accounts owned by other account executives when needed and as determined by management


• Cover assigned shifts at sales tables, events, and other Season Ticket Member experiences throughout the calendar year or on gameday

 NONESSENTIAL FUNCTIONS:

• Maintain all quote documentation with accurate pricing and configurations


• Will collaborate with sales team on the relationship management of accounts


• Will participate in team meetings, provide agenda items to discuss, generate meeting minutes and provide meeting communication updates to all parties involved


• 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


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

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree preferred


• Minimum 4 years of proven sales and customer service experience required, experience with a professional sports or entertainment venue preferred


• Ability to work independently and as an effective team member


• Strong customer service skills and problem-solving abilities


• Advanced skills in Ticketmaster fulfillment systems.


• Exceptional written and verbal communication skills


• Team-First mindset and approach in all duties and responsibilities


• Excellent interpersonal skills with ability to connect with, and relate to, all levels of staff, management, clients, and vendors


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


• 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 ticketing system, CRM, and Microsoft Office are all preferred with the ability to learn new programs


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


• Demonstrated 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


• A valid Driver's License and a safe driving record