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Director, Member Services
1 month ago
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
- ½ Day Summer Fridays
- Complimentary or Discounted Sports & Concert Tickets
- On Site Fitness Rooms
- ·Other League & Partner Discounts
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.
