What are the responsibilities and job description for the Account Manager, Member Services position at Oklahoma City Thunder?
Our Season Ticket Members are at the center of the Oklahoma City Thunder experience, and this role plays a key part in maintaining those relationships. As an Account Manager, you will manage a portfolio of Season Ticket Members by building long-term relationships, providing proactive service, and collaborating across departments to deliver an exceptional member experience. This role is ideal for someone who enjoys client relationship management in a fast-paced sports and entertainment environment.
In this role you will:
- Efficiently use internal data to manage a portfolio of Season Ticket Members (STMs) and build meaningful positive relationships
- Build relationships with STMs through phone, email, and in-person interactions
- Communicate STM benefits and perks to enhance the Guest experience
- Perform call campaigns to advise STMs of payment date, time changes, and other information
- Educate STMs on seating changes to support a smooth transition to the Continental Coliseum
- Work with accounts that have a high no show rate so they can reliably use their tickets
- Use the Customer Relationship Management (CRM) system to document interactions, monitor STM trends, and manage your portfolio
- Collaborate with other departments including fan development, ticket operations, business intelligence and Guest experience on events and daily processes
- Grow personal account base through service selling and handle yearly renewal for your STMs
- Work game nights and member appreciation events, engaging with clients and building new relationships
- Attend and participate in weekly department meetings
- Perform other duties as assigned
What you’ll bring to the role:
- Four-year college degree or equivalent work or military service experience
- At least one year of experience in guest relations and/or season ticket management
- Experience with cross-selling, networking, and new business development preferred
- Bilingual fluency in Spanish and English is highly beneficial
- Ability to resolve Guest concerns and provide courteous service
- Strong phone communication skills, including concise, professional communication and active listening
- Ability to manage multiple priorities and maintain attention to detail
Additional details:
This is a full-time, hourly position reporting to the Manager, Member Services. The work schedule requires office hours plus home games and events during evenings, weekends and holidays. The primary work location will be the Paycom Center in downtown Oklahoma City. A valid driver’s license and reliable transportation are required for occasional local travel. The work environment involves exposure to loud crowd noise, amplified music, flashing or strobe lighting, and navigating stairs during events and games.
We offer a positive office environment and a robust benefits package including excellent medical, dental and vision coverage, 401k with matching funds, paid downtown parking, tuition reimbursement, employee ticket options, family gym membership subsidy, parental leave, team shop discount, and much more!
The Thunder recognizes that teams with a variety of backgrounds, perspectives and skills make a stronger company. As an Equal Opportunity Employer, the Thunder organization considers applicants fairly on the basis of qualifications, experience and business needs and provides equal opportunity regardless of race, color, age, sex, ancestry, ethnicity, national origin, religion, veteran status, marital status, pregnancy, disability, gender identity, sexual orientation, or any other legally protected status. Applicants are considered regardless of past legal system involvement, based upon the needs of the role, nature of and recency of legal history. The Thunder is committed to a welcoming and inclusive environment for all employees through its RAVE culture – Respect and Value Everyone.