What are the responsibilities and job description for the Manager, Membership Experience position at Oklahoma City Comets?
The Membership Experience Manager will be responsible for managing all corporate season ticket accounts and generating additional revenue from this client base. This position will also manage the order process for all suite orders. The Membership Experience Manager will also manage the logistics for all Season Ticket Member events including building out schedule of events, invite schedule, and execution of each event. This position will also manage the process for all season ticket touchpoints that are made in the off-season and through the season.
WHAT YOU’LL BE DOING:
- Act as lead contact for all suite partners
- Build relationships with suite partners and their staffs
- Meet and exceed needs of each individual suite partner
- Contact all partners on a regular basis for updates and feedback
- Be 100% accessible for questions or concerns during game days and non-game days’
- Consistently monitor and prepare suites as needed before gates open/guests arrive on game days
- Manage corporate season ticket accounts, anticipating and resolving all season ticket member complaints, requests, and inquiries to drive high renewal rates and individual client upsells with a passion for customer care
- Act as main representative between PSC, suiteholders and Comets sales staff for all suite catering orders
- Create a constant communication loop with all season ticket accounts to ensure they have all information related to package (including upcoming events, payments, special promotions)
- Develop a strategic client engagement strategy tailored to account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, handwritten notes, emails, and premium client experiences on special occasions
- Find opportunities to go above & beyond for season ticket member special occasions to drive loyalty
- Coordinate between ticket leadership and marketing team in creating necessary marketing materials for all season ticket events
- Track all account activity in Microsoft Dynamics (CRM)
- Process payments for STMs
- Troubleshoot season ticket member issues
- Manage all suite catering orders
- Other duties and special projects as assigned
QUALIFICATIONS
- 2 Years working in Ticket Service or Sales
- Customer service experience required
- Excellent interpersonal, communication, and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.