Premium Experience Manager

6 days ago

Vancouver, British Columbia, Canada Canucks Sports & Entertainment (CSE) Full time
About the Role

We are seeking a highly skilled and experienced Premium Experience Manager to join our team at Canucks Sports & Entertainment (CSE). As a key member of our Membership, Sales & Business Intelligence team, you will be responsible for leading the development and implementation of strategic plans to enhance the premium member experience.

Key Responsibilities
  • Leadership and Team Management
    • Provide leadership to the Account Executives, Premium Membership Experience
    • Manage a limited number of premium accounts
  • Strategic Planning and Execution
    • Work with the Director, Premium Sales & Experience on strategic planning and execution of premium seating retention campaigns
    • Manage the Premium Membership project schedule, including fulfillment of contractual obligations and benefit programs
  • Premium Member Events and Services
    • Lead the execution of premium member events and value-add service programs (i.e., Special events, Alumni visits, experience packages, etc.)
    • Assist in driving the critical path, action items, and various other operational elements of the Premium Member business plan
  • Communication and Liaison
    • Oversee the Premium Member communication plan and timeline, including event announcements and general account/team/event updates
    • Act as liaison between Premium Membership, Premium Sales, Hospitality, Housekeeping, Ticket Centre, Facilities Operations & Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
  • Market and Customer Service Research
    • Perform market and customer service research for best practices to incorporate into future planning
Requirements
  • Minimum 4 years related customer service experience in a supervisory role.
  • Preference will be given to candidates with a degree or diploma in business administration and/or hospitality management.
  • Ability to multi-task and set priorities in a dynamic, fast-paced, ever-changing environment
  • Detail-oriented; ability to develop and implement strategic, operational, and tactical customer service plans.
  • A commitment to service excellence.
  • Effective time-management skills.
  • Excellent written and verbal communication, and interpersonal skills.
  • Experience planning and coordinating events, projects, and programs.
  • Extensive computer knowledge, including MS Office (Word, Excel, PowerPoint) with experience in Archtics and Ticketmaster technology strongly preferred.
  • Proven track record of achievement in meeting or exceeding goals
  • Must have the ability to relate professionally to all levels of staff, management, clientele, and suppliers.
  • Experience coordinating events, conferences, and/or promotions.
  • Committed to working in a team-driven environment.
  • Dynamic, hardworking, confident; a team-player, with drive and initiative
  • Willingness to work extended hours, including evenings and weekends
About Us

Canucks Sports & Entertainment (CSE) is a leading sports and entertainment organization that values diversity, equity, and inclusion. We strive to create a workforce that reflects the diversity of our community and is committed to building a culture of respect, empathy, and understanding.

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