Account Manager, Membership Services & Retention

Contenido de trabajo

Primary Objective

The primary purpose of this position is to build and maintain relationships, help grow and renew our existing season ticket base as well as cross and upsell our group, premium seating and suites properties.

The Membership Services & Retention Account Manager is responsible for heavy inbound calls for both new and existing accounts in order to meet and exceed established ticket revenue sales goals.

Essential Functions

• Responsible for the renewal and proactive service of season seat member accounts
• Manage a book of 500-700 season seat members
• Achieve revenue targets including renewal target and new sales target across all product lines
• Manage all inbound customer service inquiries (4300 customer service line, live chat. Membership services email inbox, as well as office drop-ins)
• Populate salesforce.com database with critical information on season ticket accounts (ex. Members of consortium, ticket management strategies, number of employees, email, etc)
• Follow data driven guidelines dictating when and who to call based on propensity to renew
• Develop, coordinate and assist with special sales projects
• Provide customers with outstanding service in a timely and efficient manner. Adhere to the service standards outlined by the Membership Team Manager.
• Contribute to the sales team atmosphere in a positive manner by developing mutually beneficial working relationships with all sales team members
• Attend all home games and other special events with promotional functions as required, including hosting and visiting customers
• Record all activity and sales pipeline details in salesforce.com system
• Participate and contribute to weekly sales team meetings and training sessions
• Takes ownership and sees the client’s need through from beginning to end.
• Exercises appropriate judgment in handling client situations.
• Responds in a positive manner with alternative solutions when a client’s initial request is not possible.
• Shows initiative and takes action with an appropriate level of independence.
• Other duties as assigned by Department Manager and/or Team Lead
  

Qualifications

Requirements

• Experience in sales or customer service
• Professional and results oriented with proven track record of achieving results
• Positive attitude
• Strong work ethic and a desire to build a career in professional sports
• Previous use of ticket systems and CRM systems is an asset
• Able to work extended hours (nights, weekends, and holidays)
• Bilingual (English & French)
• Excellent communication and presentation skills (written and oral)
  

We would like to thank all applicants for applying; however, only those applicants selected for an interview will be contacted. Applications received will be maintained on file for a period of 6 months and may be referenced for future staffing requirements.

Senators Sports & Entertainment supports the goals of Ontario Regulation 191/11 - Integrated Accessibility Standards and is pleased to accommodate applicants who have a disability during the recruitment process. Please inform the Human Resources Department at 613-599-0250 if you require a disability related accommodation in order to participate in the recruitment process.

SSE is committed to building an inclusive process that respects the dignity and independence of people with disabilities.