Client Retention Manager, St. Louis Blues
The Client Retention Manager is responsible for supporting the day-to-day operations of the Client Retention team as it relates to Season Ticket Holder events and benefits, as well as overall efforts to create and deliver a world class engagement and service experience for Blues Season Ticket Holders. The Client Retention Manager will be responsible for recruiting, hiring, training, developing, and leading the Client Retention team to maximize revenue for the organization.
Role Responsibilities:
- Oversee the recruitment, hiring, training, and development of the Client Retention staff.
- Manage and execute sales campaigns to generate ticket revenue. Maximize upsell and upgrade opportunities for all accounts.
- Conduct bi-weekly one-on-one meetings with the Client Retention team to monitor growth and provide guidance to maximize individual production.
- Lead service meetings and service trainings for the department.
- Mentor Ticket Sales & Service team regarding general business questions, daily objectives, and procedural expectations.
- Manage all department statistics, including, but not limited to, renewal goals, calls, revenue, etc.
- Assist in planning and executing Season Ticket Holder events and experiences, including research, ideation, setup, operations, staffing, communication, and more.
- Write, develop, and assemble assets for STH communication such as weekly newsletters and emails regarding various topics like benefits, upcoming events, and exclusive opportunities.
- Oversee the planning and execution of the touchpoint and benefit programs to create proactive, world-class service that continually exceeds expectations of Season Ticket Holders.
- Support efforts related to Season Ticket Holder gifting.
- Manage prizes, merchandise, and other experience related inventory for True Blue Benefits platform.
- Oversee elements and upkeep of Season Ticket Holder webpages, working with Creative and Digital teams to make regular updates.
- Assist in overall Ticket Sales & Services department strategic planning.
- All other duties as assigned.
Role Qualifications (Skills/Experience/Capabilities):
- Bachelor’s degree from four-year college or university
- Minimum of three (3) years of customer service experience, preferably in sports
- Minimum of one (1) year of sales training experience
- Ability to work in a team/collaborative work environment is required along with strong organizational, interpersonal, analytical, and planning skills
- Ability to coach, train and motivate sales representatives
- Proactive with proven ability to work independently and take ownership of projects
- Strong critical thinking and conflict resolution skills handles difficult situations effectively, objectively, and with empathy.
- Ability to multi-task and prioritize to adapt to rapid change.
- Excellent interpersonal and communication skills, both written and verbal
- Proficiency in Microsoft Office, ticketing software and in database usage
- Proficiency in CRM or related software
- Ability to work non-traditional hours, in non-traditional settings, including all home games (or other work events) that fall on nights, weekends, and/or holidays
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.
