Job Summary
The Pittsburgh Penguins seek a highly motivated Manager of Membership Service & Retention to lead a team of account managers and help retain and grow our season ticket member base. This role will be responsible for developing and executing a retention strategy that includes sales training, rep development, campaign management, and event creation.
Tasks and Responsibilities:
- Hire, recruit, & train a team of service and retention account executives to help both retain the Penguins Season Ticket Base but also build relationships with the base to discover opportunities for additional revenue
- Responsible for developing and executing retention and new sales plans for the service team
- Responsible for the strategy and execution of the Black and Gold Premier Member benefits platform and events
- Establish weekly, monthly, and yearly sales and activity quotas for membership service team
- Assign game day responsibilities to team members
- Teach reps how to maintain accurate database notes and customer information utilizing CRM & Archtics databases
- Partner with the rest of the leadership group across all functions of the organization to strive for organizational goals
- Create and implement a touchpoint system that encourages and rewards the team members to connect with their accounts in a strategic manner
- Assist with preparing collateral for all Season Ticket Packages
- Participate, contribute, & assist with leading daily and/or weekly Sales Team meetings and training sessions
- Have a proactive approach to various sales initiatives throughout the season to reach new sales goal via individual, group, suite, partial or full season sales
- Perform other related tasks as assigned
Competencies and Qualifications:
- Ability to stay organized and prioritize objectives based on an understanding of organizational & department policies, priorities, and procedures
- Team Player – understands the needs of the Organization & Department and is both willing and happy to work with others to achieve the goals of the Pittsburgh Penguins Organization
- Strong communication, both written and oral, critical thinking, and conflict resolution skills to handle difficult situations effectively, objectively, and with empathy
- Excellent customer service skills that showcase a positive and enthusiastic approach to clients and fans
- Ability to multitask, and complete projects in a timely manner
- Self-starter who is motivated to exceed expectations
- Ability to work flexible hours including nights, weekends and holidays
Education and Formal Training:
- Bachelor’s degree or equivalent
Experience:
- Minimum 2 years’ experience in a management &/or management like role in the sports &/or hospitality industry
- Sales/Service professional with 3 to 5 years of business or business sales experience
- Ticket sales experience for another team or venue is a plus
Material and Equipment Used:
- Office equipment: Daily use of Ticketmaster Archtics, Salesforce, Webex, Excel, and Word
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.
