Manager of Member Relations (Ticket Sales & Service) – Cincinnati Bengals
Overview:
The Cincinnati Bengals Manager of Member Relations (Ticket Sales & Service) will be dedicated to filling The Jungle through a modern, multi-channel approach to ticket sales, service, and retention while providing a best-in-class membership experience that inspires fans and season ticket members to be brand ambassadors. Manager will lead a team of Member Relations Representatives while working closely with Digital, Business Intelligence, Event Management, and stadium/event-related partners. This role reports to the Director of Fan Acquisition & Development.
Responsibilities:
- Grow our KPIs: revenue, member renewal rates, membership (currently mostly waitlist) growth, member NPS, customer service ratings, event scan rates and sell-through rates (single game sales)
- Lead one-to-one and mass (digital) ticket sales, service, retention, and payment collection efforts. Manager will accomplish this through a modern, efficient, and multi-faceted approach - leveraging digital marketing with a goal of digital sales conversion, the CRM system (Microsoft Dynamics) for data-guided lead and at-risk renewal prioritization and touchpoint tracking, mass and one-to-one communications, digital and non-digital channels, and a contemporary messaging style. It will work with Digital to optimize and keep up-to-date the ticket sales & service (including gameday) elements of Bengals website, mobile app, and mass communications.
- Contribute to fan service on gamedays and gameday experience enhancements. Closely monitor fan surveys and other feedback sources while ensuring prompt, productive follow-up with fans as necessary. Share feedback with internal and external partners, working positively with leadership and peers to enhance gameday experience.
- Lead continued development and execution of a segmented membership program (member events, benefits, etc.) that positively impacts KPIs.
- Train, continuously develop, and lead the Member Relations (Sales & Service) staff in serving, retaining, and growing season ticket membership. Maintain a team-first culture of collaboration, ensuring open and frequent bilateral feedback loops and a positive approach to accountability. Delegate appropriately while being willing to participate alongside the team without hesitation.
- Contribute to inventory management in Ticketmaster Archtics, working with Ticket Operations
- Perform other duties and responsibilities as assigned
Qualifications:
- Bachelor’s Degree
- 4+ years of successful sales & service experience, preferably with a sports team
- 1+ year(s) of direct leadership experience of full-time positions
- 2+ years experience leveraging CRM (Microsoft Dynamics or similar) for Campaign, Opportunity, Case, and Activity management
- Working understanding of SMS and digital platform utilization for ticket sales & service, including web, app, live chat, email, social media
- Proficiency with ticket sales systems, Ticketmaster Archtics preferred
- Moderate Excel proficiency preferred
- Strategic and polished written and verbal communicator
- Level-headed and creative in solving challenges with fans
- Detail-oriented and organized with ability to manage multiple projects
- Willing to work evenings, weekends and holidays as needed
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
