Manager, Membership Services

2 months ago

Brooklyn, United States teamworkonline Full time

BSE Global (âBSEâ) is a multifaceted sports and entertainment business that brings people together to experience music, sports, and culture through our teams and venue. Through these experiences and in our workplace, we strive to elevate our business, grow our fan base, and cultivate a community anchored in belonging and inclusion in every aspect, on and off the court. 

SUMMARY

The Brooklyn Nets Membership Services team is comprised of dedicated, high motor professionals passionate about building relationships with season ticket members belonging to companies, organizations, and individuals in the NY tristate area. This department plays a pivotal role in one of the companyâs missions: We Create Memories. Be part of the fun and fast-paced team behind every single cheer

The Manager, Membership Services is responsible for day-to-day management of the Account Managers of Membership Services. The Membership Services team is responsible for all aspects of client retention, upselling, cross-selling, and customer service with a goal of elevating the Brooklyn Nets Season Ticket Member Experience.

This role reports to the Director, Membership Services.

WHAT YOU WILL DO

  • Manage a team of Account Managers aligned around providing outstanding service and crafting experiences that foster long-term relationships with our season ticket members.
  • Ensure the highest level of customer satisfaction within the Brooklyn Nets member base.
  • Build and implement a strategic plan that includes creating service metrics, touchpoints, and new client prospecting campaigns.
  • Develop meaningful and impactful performance metrics for the Account Managers that target increasing member engagement and growing the membership base.
  • Hold all Account Managers accountable to minimum standards of activity and engagement ensuring all aspects of the member experience are recorded accurately in the Salesforce.
  • Propose creative ideas to the team that will enhance all aspects of the member experience, including developing new benefit programs, special events, and ways to exceed membersâ expectations.
  • Establish positive working relationships with colleagues at all levels.
  • Work with the Ticket Sales team in ensuring a smooth account transition process from point of sale to the Account Manager who will inherit and service the account.
  • Assist with new sales and renewal efforts as needed.
  • Attend all Brooklyn Nets games and other internal and external events, including Membership Experience events, as assigned.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of their position. As the nature of business demands change so, too, may the essential functions of this position.

WHAT YOU WILL BRING

  • 3-5 years of experience working in sales and/or client service, preferably in ticket sales for a professional sports franchise
  • Bachelorâs degree from an accredited college or university
  • Demonstrated track record of successfully achieving revenue targets
  • Previous Salesforce and Ticketing software experience
  • Demonstrated leadership skills and customer service skills

WHO YOU ARE

  • Ability to build and maintain productive, positive relationships through strong written and verbal communication and interpersonal skills
  • Maintain company confidentiality at all times.
  • Flexible and reliable standout colleague, always acting in the best interest of their department and the company as a whole.
  • High level of emotional intelligence, keen attention to detail, strong conflict resolution, solid judgment, and decision-making skills
  • Strong organization skills with an ability to manage oneâs own time and prioritize tasks when given clearly defined goals and objectives
  • Ability to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption

TRAVEL REQUIREMENTS

May be required to travel on rare occasions (

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