Manager, Client Experience with The University of Miami in Coral Gables, FL

The University of Miami jobs
Sports Jobs in Coral Gables, FL
Ticket Sales and Services: Client Retention/Customer Service
Where Excellence Meets Purpose
The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.
 
With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful purpose to transform and impact the lives of its students, patients, members of the community, and people across the globe.
 
The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value.  Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.
 
The University has been named on Forbes's Best Employers list for two consecutive years, and is the only university in Florida to receive this honor.
 
Job Responsibilities:
  • Drive department’s vision to cultivate enduring connections with season ticket holders
  • Lead the annual renewal marketing plan including communication objective, key strategies and execution of tactics
  • Lead a team of service-driven professionals by developing each individual’s skill set, motivating a high level of daily effort and crafting a culture of accountability
  • Share best practices through targeted weekly training sessions tailored to the cyclical business calendar and identifying opportunities of improvement from the team
  • Develop daily, weekly and monthly reports that showcase key insights into our business model
  • Create and distribute surveys to identify what data is necessary to amplify our service delivery and work with team to acquire and utilize
  • Orchestrate touchpoints through targeted call campaigns to increase engagement for at-risk accounts (low satisfaction, attendance, first-year buyers)
  • Gameday experience and special event creation, strategy and execution to constantly deliver value while creating memories that last a lifetime
  • Create a year-long communication calendar for all channels including phone, emails and social
  • Leverage email marketing to generate revenue, effectively communicate pertinent information about UM Athletics and improve customer retention/engagement. Includes development of emails sent to customers and working with Creative Services team. Find new ways to leverage marketing automation to increase efficiency.
 
Requirements:
  • Must have a passion for leading team members to deliver world-class levels of service
  • Critical thinking and problem solving skills to support decision making 
  • Proficient with computerized ticketing systems (Paciolan preferred)
  • Previous experience utilizing a CRM system (Salesforce preferred)
  • Meticulous attention to detail and ability to multi-task in fact-paced environment
  • A minimum of 4 years of sales/service experience in the sports industry

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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