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Manager, Membership Services - Colorado Avalanche - Kroenke Sports & Entertainment (Denver · CO)

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Ticket Sales and Services: Ticket Sales Management
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Job Title:                            Manager, Membership Services, Colorado Avalanche
Department:                     Ticket Sales and Service
Business Unit:                  Colorado Avalanche
Location:                            Denver, Colorado
Reports To:                       Director, Membership Services
Employment Type:         Full Time, Exempt
Supervisor Position:       Yes
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Position Summary 
The person in this role is responsible for recruiting, training, and motivating top service talent for the Colorado Avalanche Membership Service team. This entails developing weekly team trainings as well as individual rep trainings based on team needs and opportunities. The manager will assess the team as a whole and individually through one on ones, call reviews, and coaching opportunities. This role will also be responsible for developing yearly a business plan for the service team to ensure that goals are met for touchpoints, events, and revenue. The manager will lead by example with a high level of service for the accounts that they manage as well. Another function of this role is to network internally with all personnel that have a hand in dealing with season ticket members. These departments and vendors include but are not limited to, Marketing, Game Presentation, Ball Arena Security, Arena Event Staff, Guest Relations, Argus, Legends, and Box Office personnel. 
 
Essential Functions/Responsibilities 
  • Day-to-day management of Membership Services team
  • Track and execute against a business plan developed in conjunction with the Director of Membership Services to ensure revenue goals are exceeded each year 
  • Create and implement a strategy for Season Ticket Member benefits that results in high retention rates each year 
  • Adhere to CRM strategies and guidelines
  • Coordinate service events, utilizing best practices from the industry
  • Responsible for ongoing coaching and development of staff and performance feedback
  • Conduct weekly meetings with Membership Service Executives to discuss progress toward goals.  
  • Monitor attitude and effort based goals (calls completed, meeting set, etc.)
  • Work closely with box office personnel on all related ticket items, issues or concerns pertaining to Full Season Memberships
  • Manage event night service staff to ensure customer satisfaction
  • Adhere to strict management of department budget
 
 
Performance Requirements/Skills 
  • Capable of having a strong presence in front of a large group
  • Ability to teach, coach, and train staff
  • Extensive leadership and management skills
  • Ability to manage upward and sell an idea
  • Exceptional interpersonal skills
  • Strong people management skills
  • Knowledge of organizational policies and procedures 
  • Strong written and verbal communication skills
  •  Excellent customer service skills
  •  Superior organizational skills
  • Time Management Skills
  • Ability to problem solve and resolve conflict quickly and effectively 
  •  Knowledge of organizational policies and procedures 
  • Knowledge of computer systems and applications
  •  Ability to quickly build rapport with customers and assess customer needs
  • Advanced sales and service experience
  •  Considerable knowledge of sales and service processes and procedures including Ticketmaster and Microsoft CRM
  • Firm understanding of Kroenke Sports group ticket products, services, procedures
  • Ability to acquire or produce and maintain a valid Colorado driver’s license and meet company vehicle driving standards
  • Knowledge of the NHL and Colorado Avalanche
  • Ability to work a varied schedule including nights, weekends, and holidays
 
Education/Experience 
  • Bachelor’s degree or equivalent combination of education and experience, required.
  • Minimum 3+ years professional experience within the sports ticket sales and service field.
 
Compensation
Based on qualifications and experience.
  • Base Salary $75,000
  • Eligible for commission plan
 
Benefits Include
  • Health Insurance (Medical, Dental, Vision)
  •  Paid Time Off (PTO)
  •  Life Insurance
  • Short and Long-term Disability
  • Health Savings Account (HSA) 
  • Flexible Spending plans (FSAs) 
  •  401K plan
  • 12 Paid Company Holidays
 
All applicants for employment at KSE may be required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment may be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections, or who are pregnant, may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated.
 
 
Equal Employment Opportunity
Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.