Manager, Membership Experience

1 week ago

Vancouver, Canada Canucks Sports & Entertainment Full time

**Position**:Manager, Membership Experience

**Department**:Membership

***:
Working in close collaboration within the Membership, Sales & Business Intelligence department, the Manager, Membership Experience provides overall management to our Membership Experience team and ensures superior customer service is provided to our members.

A typical day includes:

- Providing leadership to the account executives including coaching and customer service training
- Working closely with the senior leadership team on strategic planning and execution of retention programs
- Working with Business Intelligence to build CRM tracking, data collection, and analytics that will assist in improving member retention, communications, and program development
- Actively seeking industry best practices and provide recommendations
- Acting as liaison between Premium Membership, Premium Sales, Hospitality, Housekeeping, Ticket Centre, Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
- Overseeing conflict resolution of escalated Membership complaints
- Working game nights when necessary

**WE HAVE**:

- A team you can belong to and believe in
- A fun, high energy environment
- An open mind for new ideas
- The opportunity to embark on a career development journey

**YOU MUST HAVE**:

- 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 and then taking it to the next level
- Ability to multi-task and set priorities in a dynamic, fast-paced, ever-changing environment
- Ability to develop and implement strategic, operational, and tactical customer service plans
- A 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 (i.e., Word, Excel, PowerPoint)
- Proven track record of achievement in meeting or exceeding goals
- Ability to relate professionally to all levels of staff, management, clientele, and suppliers
- Committed to working in a team driven environment
- Dynamic, hardworking, confident personality with drive and initiative
- Flexibility to work extended hours, including evenings and weekends

**YOU MIGHT ALSO HAVE**:

- Experience with Archtics and Ticketmaster

Vancouver is one 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. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.

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