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Membership Services Manager

2 months ago

Abbotsford, British Columbia, Canada Vancouver Full time
Job Summary

We are seeking a highly skilled and experienced Membership Services Manager to join our team at Canucks Sports & Entertainment. As a key member of our leadership team, you will be responsible for providing overall management to our Membership Services team and ensuring superior customer service is provided to our members.

Key Responsibilities
  • Provide leadership to the account executives, including coaching and customer service training
  • Work closely with the senior leadership team on strategic planning and execution of retention programs
  • Lead weekly Membership Sales & Services team meetings
  • Work with the Director, Ticket Sales & Service to provide team members with KPIs and targets that drive revenue forward across CSE business units
  • Collaborate with Ticket Operations to build CRM tracking, data collection, and analytics that improve member retention, communications, and program development
  • Act as a liaison between Premium Service, Ticket Sales, Hospitality, Housekeeping, Ticket Operations, Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
  • Oversee conflict resolution of escalated Membership complaints, resolving post-event issues and following up with members as necessary
  • Execute seat relocation, seat selection, and upgrade programs
  • Participate in and execute various season ticket member events throughout the season, including benefit activations
Requirements
  • Minimum 3-5 years of related customer service experience in a supervisory role
  • Post-secondary education in a related field such as business administration or hospitality management
  • Inspiring leadership skills and experience rallying a team to achieve its highest potential
  • Ability to multi-task and set priorities in a dynamic, fast-paced environment
  • Ability to develop and implement strategic, operational, and tactical customer service plans
  • Commitment to service excellence
  • Effective time-management skills, strong attention to detail
  • Excellent written and verbal communication and interpersonal skills
  • Experience planning and coordinating events, projects, and programs
  • Extensive computer knowledge, including MS Office
  • Proven track record of achievement in meeting or exceeding goals
  • Ability to relate professionally to all levels of staff, management, clientele, and suppliers
About Us

Vancouver and its neighboring city Abbotsford are two of the most diverse cities in the world, and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment.

This position will remain open until filled.