Senior Account Manager

6 days ago


Rockford, Illinois, United States AEG Full time

The Rockford IceHogs, an equal opportunity employer, is seeking a highly motivated Senior Account Manager - Fan Engagement to join their team. This is a full-time position that requires strong communication and problem-solving skills.

Job Overview

The Senior Account Manager - Fan Engagement will be responsible for managing a book of season ticket member accounts, providing superior customer support, and contributing to annual renewal and retention strategic planning. The ideal candidate will have experience in sales or service, excellent verbal and written communication skills, and the ability to work well under pressure.

About Us

The Rockford IceHogs, founded in 1999, are a premier organization and primary development affiliate of the Chicago Blackhawks. They are committed to providing exceptional fan experiences, elevating fan attendance, making a substantial impact in the community, and developing exceptional talent. As a member of the American Hockey League (AHL), they have developed a passionate local fan base and have set multiple attendance records over the years.

Salary & Benefits

This role offers a competitive salary range of $50,000 - $70,000 per year, depending on experience. In addition to a generous salary, we offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program. Our employees also enjoy flexible scheduling, professional development opportunities, and a fun and dynamic work environment.

Key Responsibilities
  • Manage a book of season ticket member accounts, including day-to-day customer communication to provide necessary solutions for customer service needs.
  • Contribute to annual renewal and retention strategic planning and timelines to increase season ticket member renewal and engagement.
  • Staff the season ticket member service counter and carry out season ticket member engagement and fan experiences at home games.
  • 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.
  • Plan and execute year-round season ticket member events and experiences.
  • Collaborate with the Chicago Blackhawks renewal and retention team to implement efficiencies, best practices, and shared resources.
Requirements
  • Bachelor's degree in business or a related field.
  • One or more years of professional service or selling experience.
  • 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 & 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 to include Excel, Word, PowerPoint, and other computer skills required.
  • Knowledge of Ticketmaster Archtics and Salesforce CRM is a plus but not required.
  • 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.


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