Director, Membership Service

TITLE:                                Director, Membership Service

LOCATION:                      San Jose, CA

Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands and primary work location. The base pay range provided is subject to change and may be modified in the future.

The Director, Membership Service is a critical part of our vision to pioneer the future of sports and entertainment.  Ticket Sales & Service is central to the success of our business, and we are seeking a leader with a clear vision for unparalleled, proactive, and personalized service for our Sharks365 members.

 

The Director, Membership Service will have a strong background in service but also an understanding of the sales process.  The ideal candidate will have an appreciation for developing new and impactful experiences for our members, reimagining what it means to be a season ticket member.  They will have a vision of how we evolve with the changing ticketing landscape and how we meet the needs of long-time customers and new audiences alike.

 

Specifically, the Director will be responsible for leadership of all relationships with our Sharks365 members, both full and partial season, while directly managing a staff of Account Executives.  The Director is expected to define departmental strategy, establish processes to maximize staff development, while devising and executing annual plans to exceed established revenue targets, while collaborating with appropriate internal stakeholders.

 

Continually evolve the member experience, prioritizing ease of use, innovation, and creativity with the intent of creating lifelong memories for our most loyal of fans

Regularly overdeliver for our members such that “Surprise & Delight” is our baseline

Be a visible and accessible presence for our Sharks365 universe, engaging fans at games and events and being available for members as needed

Ensure all promised member benefits are fulfilled timely, including events, in-game recognition, member discounts and others

Regularly evaluate the membership platform, identifying areas for improvement

Develop and share annual strategic plan for Sharks365 memberships

Hire, train, motivate, and evaluate department staff, with a focus on talent development and creating a championship-caliber service team

Establish a best-in-class culture rooted in our Pioneering Principles

Supervise Account Executives responsible for membership experience and retention

Adhere to departmental budget with clear steps to implement, monitor and appropriately measure plan deliverables

Exceed departmental revenue targets as assigned, with an emphasis on renewal metrics

Create and oversee incentive programs that motivate the team to reach or surpass their revenue targets 

Provide detailed and accurate sales forecasting as requested

Install clear staff expectations for strategic member touchpoints

In collaboration with Brand team, lead and organize all member communication, including call campaigns, texts, email, and social

Member of Revenue Brand leadership group, aligning multiple functions across sales and marketing

Work in partnership with other key internal stakeholders to solicit feedback and ensure collaboration on projects and campaigns  

Ensure CRM platform is being used effectively to track customer interactions, sales pipelines, and reporting needs 

Be the internal voice of the Sharks365 member base to ensure their perspective is being considered in organizational decisions

Bachelor’s degree and 10 years of experience, preferably with 2 years of leadership experience in the sports or live event industry or equivalent combination of education and/or experience 

Exemplify and teach excellence in both sales skills/process and customer relationship building practices
Must possess excellent leadership skills with proven track record of people development and service success

Ability to build successful relationships within the organization and externally with members 

Experience developing and managing a budget

Advanced level of understanding of Ticketmaster’s Archtics preferred

High proficiency with the Microsoft suite of products

Understanding and experience using CRM platforms

Excellent verbal and written communication skills

Strong interpersonal skills with ability to problem solve in real time  

Strong work ethic and high intellectual curiosity

It is imperative that you can work independently without supervision, be self-directed and demonstrate initiative 

Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule 

Ability to sit, stand and utilize a computer for extended periods of time

Communicate via phone and email with a variety of individuals

Ability to bend at the waist, reach overhead and lift up to 15 lbs with or without accommodation

Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation

Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice)

May be required to travel to other company locations  

May be required to attend conference, events, and training sessions within Bay Area or in- or out-of-state locations.

Competitive compensation (base salary and variable incentive plan)

Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ friendly)

Pretax Transportation Benefit

401K (pre-tax and Roth options)

Generous Paid Time Off Policy

Minimum of 10 Paid Holidays and Wellness Days per year

Complimentary or discounted sports and concert tickets

Other League & partner discounts

Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking

An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry

Potential for flexible scheduling and telework opportunities

Free access to on-site Volta EV charging stations on non-event days

 

Summary: 

Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation.  Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.  

 

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us.  Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment. 

 

We live, work, and innovate by a set of Pioneering Principles:

 

T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions 

M – More risk leads to more rewards and expands our comfort zones

 

T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them

 

We strive to unite people through a shared love of ice sports, entertainment, and our hometown.  We are #TealTogether.

 

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence.  Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process. 

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.