Responsibilities

• Oversee the entirety of the Season Ticket Member platform, including annual retention and year-round service and engagement strategies for the general Season Ticket Member base.
• Drive the creation, planning and execution of the annual renewal and relocation campaigns, while maximizing member retention and revenue generation.
• Lead an elite Membership Services team by recruiting, interviewing, training, developing and mentoring a talented group of individuals.
• Take ownership of season ticket member events, gift planning, creating customized member programs and generate other unique experiences and benefits to enhance member experience and retention.
• Troubleshoot issues that may arise from Season Ticket Members and the organization to determine appropriate resolution and act as a leadership point of contact for all escalated communications.
• Lead the Season Ticket Member onboarding process and touchpoint strategies throughout each season to build and maintain a high level of member engagement.
• Responsible for ongoing training and education of team members in the areas of customer service, account management, revenue generation, cross-selling, referrals, etc.
• Develop and track goals for individual team members and the department.
• Conduct one-on-ones with the Membership Services team to identify issues, help troubleshoot, and establish a relationship with the goal of helping each team member perform their jobs at the highest level.
• Collaborate with Marketing, Public Relations, Operations, Finance and other internal departments to ensure synergy and strong relationships across the board.