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Customer Experience Manager
2 months ago
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Manager in the Member Services department. This role will be responsible for developing and maintaining strong relationships with our Season Ticket Members, providing exceptional customer service, and driving sales and retention goals.
Key Responsibilities- Develop and execute personalized customer experiences through proactive communication, including seat visits, phone calls, emails, and other interactions.
- Educate prospective and current Season Ticket Members about membership benefits, amenities, and best practices.
- Provide outstanding customer service through quarterly touchpoint campaigns, which include both virtual and in-person interactions.
- Monitor and respond to general customer service and Season Ticket Member inquiries to convert into sales or assist in service requests.
- Internally communicate customer feedback to help improve fan experience.
- Maintain a detailed database of our Members and document all touch points in Salesforce.
- Assist in execution of customized Season Ticket Member programs, benefits, and events to drive engagement and loyalty.
- Attend and provide service at all home games and other special events that include night and weekend work.
- Anticipate, respond to, and resolve all complaints, requests, and inquiries in a calm and professional manner, ensuring that each fan interaction results in increased loyalty to the teams.
- Collect referrals from season ticket holders.
- Bachelor's degree or equivalent experience required.
- Minimum 2 years of customer service experience, preferably in ticket retention and service.
- Experience with CRM system, Salesforce preferred.
- Experience with a ticketing system - Ticketmaster/Archtics preferred.
- Experience with Microsoft Office and Google Suite products required.
- A passion for working in sales and retention, with a metric-driven mentality.
- A self-starter that is solution-oriented to handle and resolve difficult situations in a calm and professional manner.
- Possess strong communication skills; must be comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong, active listening skills.
- Strong time management and organizational skills.
- An interest and ability in serving others as one of the primary functions of their job.
- Be self-directed and able to work independently.
- Demonstrated flexibility and creative problem-solving skills.
- Demonstrated outstanding customer service and interpersonal communication skills.
- The ability to maintain professional behavior and appearance.
- The ability to demonstrate uncompromised judgment and discretion to protect the confidentiality/privacy of others, as well as company documents and records.
