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Manager, Season Ticket Member Services with Cincinnati Bengals in Cincinnati, OH

Cincinnati Bengals jobs
Sports Jobs in Cincinnati, OH
Ticket Sales and Services: Client Retention/Customer Service
Manager, Season Ticket Member Services – Cincinnati Bengals
Description:
The Cincinnati Bengals are seeking a Manager, Season Ticket Member Services. This role reports to the Director of Ticket Sales and Service and will be responsible for establishing the strategic direction and operational functions for the Season Ticket Member Service and Retention team including but not limited to the development of programs that maximize long-term retention and growth of the Cincinnati Bengals Season Ticket Member base. In addition, this role will be responsible for developing a plan that will assist the service team in hitting their sales revenue goals. This position will be instrumental in the planning and further development of the benefits program for Season Ticket Members which includes the implementation of various events and experiences throughout the calendar year.

Responsibilities:
  • Train, develop and lead the Season Ticket Member Services staff for the purposes of retaining and growing the Season Ticket Member base
  • Manage the Club Seat Member account base
  • Plan, coordinate and execute Season Ticket Member events including but not limited to:  NFL Draft Party, Meet the Rookies, STM Tours, STM Day at Training Camp etc.
  • Collaborate with all internal and external partners – including Paul Brown Stadium, Ltd., WESS and Aramark – to ensure an excellent Season Ticket Member experience
  • Assist service and retention team with their sales efforts by developing strategic campaigns to upsell and generate referrals from current clients
  • Oversee and execute all Season Ticket Member email communication through Eloqua by Oracle
  • Create, organize and analyze customer service data from multiple surveys and systems to identify and implement process improvement opportunities for Season Ticket Members
  • Evaluate and create new customer service products and programs for Season Ticket Members
  • Responsible for the development of the new Season Ticket Member onboarding program
  • Provide analysis and benchmarking against performance thresholds for other professional sports teams and arenas
  • Perform other duties and responsibilities as assigned by the Director of Ticket Sales & Service

Qualifications:
  • Bachelor’s Degree
  • Approx. 3 years of proven service experience preferably with a team
  • Experience in developing and executing customer service programs
  • Collaborative working style, with strong written and verbal communication skills
  • Detail-oriented, with ability to manage multiple projects
  • Ability to work flexible hours including evenings, weekends and holidays
  • Deep knowledge of leading service/retention teams and relationships with industry experts
  • Strong Ticket Sales/Service knowledge and/or background
  • Familiarity and proficiency with Ticketmaster Archtics preferred
  • Experience working with CRM programs, specifically Microsoft Dynamics preferred

Job Questions:

  1. How did you hear about this job?

  2. YES/NO: Do you have approximately 3 years of proven customer service experience?


 

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