What are the responsibilities and job description for the Membership Experience Manager position at Las Vegas Basketball L.P.?
PRIMARY PURPOSE:
The Membership Experience Manager will be responsible for the account management of Las Vegas Aces members. The Membership Experience Manager will build relationships with Aces members and is responsible for maximizing season membership retention rates by providing exceptional customer service, maximizing new sales, and developing strategies around accounts to ensure long-term relationships, engagement, and referrals. The Membership Experience Manager will be responsible for creating and maintaining a high level of service excellence to drive enhanced customer loyalty resulting in greater membership retention. The ideal Membership Experience Manager brings enthusiasm, professionalism, and the ability to perform their duties at the highest level while proactively seeking new ways to improve the organization’s interaction with our fans. The candidate must strive to make each fan’s experience with the Aces a positive one.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
The Membership Experience Manager will be responsible for the account management of Las Vegas Aces members. The Membership Experience Manager will build relationships with Aces members and is responsible for maximizing season membership retention rates by providing exceptional customer service, maximizing new sales, and developing strategies around accounts to ensure long-term relationships, engagement, and referrals. The Membership Experience Manager will be responsible for creating and maintaining a high level of service excellence to drive enhanced customer loyalty resulting in greater membership retention. The ideal Membership Experience Manager brings enthusiasm, professionalism, and the ability to perform their duties at the highest level while proactively seeking new ways to improve the organization’s interaction with our fans. The candidate must strive to make each fan’s experience with the Aces a positive one.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Develop, build, and maintain positive personal relationships to ensure the retention and renewal of Las Vegas Aces members. Relationships will be built through outbound calls, face-to-face appointments, personalized letters, gameday seat visits, customized emails, and other special team-related events
- Deliver prompt and thorough responses to all inbound customer communication – phone calls, emails, mail, etc.
- Respond to all season ticket member service needs such as customer service issues, ticket exchange and add-on requests, financial billing, and other ticketing and team-related questions
- Make a minimum number of touch points per season ticket account per year, depending upon profile of each account
- Utilize CRM system to track and report progress of relationships with all season ticket members, as well as ensuring client profiles are always up to date
- Generate new revenue through up-selling, cross-selling, and account referrals
MINIMUM REQUIREMENTS:
- 2 years of professional sports or related account management/service experience
- Bachelor’s degree in business, marketing, sport management, or applicable field
CERTIFICATIONS, LICENSES, REGISTRATIONS:
- Proof of eligibility to work in the United States
- Valid Nevada driver’s license
KNOWLEDGE, SKILLS, AND ABILITIES:
- Experience and training in Salesforce, AXS ticketing system, or similar systems
- High proficiency in Microsoft Word, Microsoft Excel, Microsoft Outlook
- Excellent oral and written skills
- Must be a team player and work well in a team setting
- Ability to work evenings, nights, weekends, holidays, and select ticket sales and networking events
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.
