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Membership Service Account Manager

2 months ago

Rockford, Illinois, United States Chicago Blackhawks Full time
Job Title: Membership Service Account Manager

Reports to: Manager, Membership Service & Retention

The Membership Service Account Manager is a full-time position that requires a highly energetic and self-motivated individual. The successful candidate will work with the Membership Service & Retention Team to fulfill annual renewal and retention strategies while providing superior customer support for Rockford IceHogs season ticket members.

Key Responsibilities:
  • Account Management: Directly manage a book of season ticket member accounts, including day-to-day customer communication to provide necessary solutions for customer service needs.
  • Renewal and Retention Planning: Contribute to annual renewal and retention strategic planning and timelines to increase season ticket member renewal and engagement.
  • Season Ticket Member Engagement: Staff the season ticket member service counter and carry out season ticket member engagement and fan experiences at home games.
  • Collaboration and Outreach: Collaborate with the ticket sales team to identify and formulate impactful outreach initiatives to meet and exceed customer expectations and generate revenue through upsells, referrals, single-game ticket add-ons, and growth of the membership base.
  • Event Planning: Plan and execute year-round season ticket member events and experiences.
  • Collaboration with Chicago Blackhawks: Collaborate with the Chicago Blackhawks renewal and retention team to implement efficiencies, best practices, and shared resources.
  • Other Duties: Other duties and responsibilities as required.
Requirements:
  • Education: Bachelor's degree in business or a related field.
  • Experience: One or more years of professional service or selling experience.
  • Skills: Ability to engage and interact with current and prospective clients and fans. Desire to work in a fast-paced, fun environment. Ability to problem solve and deliver high-end customer services. Uphold and demonstrate organizational values at all times - Integrity, Curiosity, Empathy, Collaboration, and Originality. Ability to foster a positive team culture, work well, and collaboratively with others. Demonstrate excellent personal motivation and persistence to overcome obstacles. Strong verbal and written communication skills. Proficient in ticketing systems, Microsoft Office Suite, including Excel, Word, PowerPoint, and other computer skills required. Knowledge of Ticketmaster Archtics and Salesforce CRM is a plus but not required.
  • Availability: Ability and desire to work a flexible schedule, including nights, weekends, and holidays as event schedule requires. Ability to address, adapt to, and overcome challenges in a fast-paced, dynamic environment. Demonstrated aptitude for driving results. High attention to detail.