Director, Member Services
2 weeks ago
Founded by Josh Harris and David Blitzer, Harris Blitzer Sports & Entertainment (HBSE) includes in its portfolio the Philadelphia 76ers, the New Jersey Devils, leading venue Prudential Center in Newark, N.J., the Delaware Blue Coats, and the Utica Comets. Led by some of the best and brightest minds across a diverse spectrum of industries, HBSE positions itself as one of the most pioneering, innovative global sports and entertainment businesses to date. HBSE also strives to positively impact the local communities in which it operates through the powerful platform of sports.
HBSE offers an energetic work environment built on collaboration, growth, and a quest to excel in everything we do. Prudential Center in downtown Newark, N.J. hosts more than 175 concerts, family shows and special events annually and is the fourth-ranked sports and entertainment venue in the U.S. by Pollstar and Billboard. It is home to the New Jersey Devils, a renowned NHL franchise with three Stanley Cup championships and a proud, passionate fan base.
The Philadelphia 76ers organization is one of the most storied franchises in American sports, led by some of the best and brightest minds across a diverse spectrum of industries, HBSE positions itself as one of the most pioneering, innovative global sports and entertainment businesses to date. The 76ers have attracted the industry's top leadership talent from the NBA, NFL, NHL, MLB, MLS, UFC and NCAA, resulting in one of the most exciting, rewarding, and dynamic work environments within the sports industry. The 76ers offer a best-in-class workplace culture built on collaboration, growth, and a quest to excel in everything we do.
OUR COMMITMENT TO DIVERSITY:
At HBSE, we engage, represent and reflect diverse voices of employees, players fans and communities. We are dedicated to hiring the best talent that is reflective of where we live, work and play – across all groups and levels; supporting and developing every employee to reach their potential; and creating an inclusive environment that allows team members to bring their true authentic selves to work.
POSITION SUMMARY:
The New Jersey Devils are searching for a Director of Member Services to help drive and achieve the annual retention efforts of the Member Services team. The Director will be responsible for driving season ticket renewals through developing a comprehensive season ticket member engagement strategy, setting and monitoring staff accountability metrics, designing all communication to Members, hiring and training the staff and planning and executing Member events, amongst other responsibilities.
The Director of Member Services should be a dynamic leader who is just as adept at motivating, developing and inspiring staff to create a world-class culture as they are setting and monitoring goals, analyzing trends and making data-driven decisions.
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO THE BELOW:
- Develop the strategy and execution of annual renewal plans to achieve retention goals of the Black and Red Membership base;
- Plan and implement year-round events to engage Members of the Black and Red;
- Enhance, oversee and execute Devils Membership Rewards Program;
- Lead, motivate, develop, train and retain a team of (1) Manager and (8) Member Services Account Managers future succession and opportunity within HBSE
- Recruit and develop a world class service department by interviewing, hiring and onboarding new employees;
- Setting weekly, monthly and yearly goals for the Member Services staff
- Conducting one-on-ones with the Member Services team to identify issues, help troubleshoot and build a relationship with the goal of helping the account managers perform their jobs at the highest level;
- Monitor and appraise team performance and efficiency on an ongoing basis;
- Work collaboratively and exercise clear and proactive communication with other departments such as marketing, ticket operations, CRM, hockey operations and business intelligence to accomplish goals, tasks and projects;
- Effectively utilize PowerPoint, Excel and Outlook to communicate vision and strategy to senior leadership;
- Engage with season ticket members proactively to ensure elite service and working to resolve member issues as they arise;
- Performing other tasks and responsibilities as directed.
QUALIFICATIONS:
- Bachelor's Degree required, preferably in Business or Communications
- 3+ years of experience in Sales/Service and at least one year in a managerial capacity.
- Must be a strategic and critical thinker who is dynamic, forward thinking, extremely analytical and well organized.
- Must be able to maintain confidentiality and use upmost discretion when privy to sensitive information.
- Must possess outstanding problem solving capabilities to address and resolve issues.
- Proficient in Microsoft Office.
- Must be able to work long hours, including nights, weekends and holidays.
OUR BENEFITS:
- Medical/Dental/Vision/Flexible Spending Accounts (all LGBT friendly)
- Pretax Transportation Benefit
- Generous parental leave policies
- 401K (100% up to 5% is matched, after 1 year of service)
- Unlimited Paid Time Off
- 13 Paid Holidays
- 1⁄2 Day Summer Fridays
- Complimentary or Discounted Sports & Concert Tickets
- On Site Fitness Rooms
- ·Other League & Partner Discounts
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