Director, Member Services

New Jersey Devils - Newark, NJ3.6

Full-timeEstimated: $110,000 - $140,000 a year
Position Summary: Director of Member Services will help coach the day-to-day of the Member Services team. The Director will be responsible for driving season ticket renewals through monitoring staff accountability metrics, hiring and training the staff, planning events and developing a season ticket member engagement strategy.

Responsibilities include, but are not limited to the following:
Training and managing a team of (7) Member Services Account Managers to develop strong relationships with clients through proactive communication, seat visits, calls/emails;
Recruiting and developing a world class service department by interviewing, selecting and training employees;
Setting weekly, monthly and yearly goals for the Member Services staff
Conducting one-on-ones with the Member Services team to identify issues, help troubleshoot and build a relationship with the goal of helping the account managers perform their jobs at the highest level;
Monitoring and appraising team performance and efficiency on an ongoing basis;
Overseeing and assigning game night responsibilities to the Member Services team;
Working collaboratively and exercising clear and proactive communication within Ticket Sales and Service and other internal departments;
Engaging with season ticket members proactively to ensure elite service and working to resolve member issues as they arise;
Performing other tasks and responsibilities as directed.

Qualifications (educational, experience and basic knowledge requirements):
Bachelor’s Degree required, preferably in Business or Sports Management;
3+ years of experience in Sales/Service;
Proficiency in Microsoft Office;
Must be a strategic and critical thinker who is dynamic, forward thinking, extremely analytical and well organized;
Must be able to maintain confidentiality and use upmost discretion when privy to sensitive information;
Must possess outstanding problem solving capabilities to address and resolve issues