Director Client Services

Profile

,AnswerValue:\u003cp\u003e\u003cb\u003eJOB SUMMARY \u003c/b\u003e\u003c/p\u003e\u003cp\u003eThe Director, Client Services will develop and execute seasonal retention plans to drive growth in the retention of existing season ticketholders.\u0026nbsp;This position is responsible for overseeing the Account Executives, Client Services staff and coordinating retention and revenue generating events for existing season ticketholders.\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eKey Responsibilities \u0026nbsp; \u003c/b\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003eMonitors season ticket holder retention and develop call campaigns, events and programs to maximize retention.\u003c/li\u003e\u003cli\u003eMaximizes ticket sales revenue from current season ticketholders through renewals, upgrades and referrals.\u003c/li\u003e\u003cli\u003eOversees continual sales/service training to Client Services staff including the understanding and use of technology such as ProVenue, ProVenue Force CRM, and LinkedIn Sales Navigator to help their sales and customer service efforts.\u003c/li\u003e\u003cli\u003eReports KPIs measuring the success of retention campaigns; gathers and provides analytics to evaluate effectiveness of strategy, initiatives and campaigns.\u003c/li\u003e\u003cli\u003eProvides detailed retention reports on an ongoing basis, ensuring the accuracy of reports and identifying trends.\u003c/li\u003e\u003cli\u003eOversees the fulfillment of existing season ticket benefits; research and implement new benefits programs annually.\u003c/li\u003e\u003cli\u003eOversees the planning of season ticketholder events and exclusive offers throughout the year.\u003c/li\u003e\u003cli\u003eCoaches Client Service, Account Executives on resolving customer complaints and providing detailed communication to all customer requests.\u0026nbsp; Work with staff to develop metrics to measure account holder concerns to develop long term, ongoing solutions.\u003c/li\u003e\u003cli\u003eCollaborates with Group and New Business Sales to prospect and execute large scale group outings with current season ticketholders.\u003c/li\u003e\u003cli\u003eAssists in the establishment and allocation of season ticket inventory.\u003c/li\u003e\u003cli\u003eCreates aggressive monthly sales campaigns and contests to drive revenues from current season ticket base.\u003c/li\u003e\u003cli\u003eDevelops annual sales and service timelines around renewal/new business campaigns.\u003c/li\u003e\u003cli\u003eFacilitates staff to work game day events to service and assist customers with benefit and renewal incentive redemption as well as any service issues or concerns.\u003c/li\u003e\u003cli\u003ePromotes a culture of high performance and continuous improvement that values learning and a commitment to quality.\u003c/li\u003e\u003cli\u003eHires, trains, mentors and develops staff using a supportive and collaborative approach on a consistent basis.\u0026nbsp;\u0026nbsp; Demonstrates a leadership approach/style that promotes and employer of choice reputation.\u003c/li\u003e\u003cli\u003eEstablishes and monitors staff performance and development goals, assigns accountabilities, sets objectives, establishes priorities and conducts annual performance appraisals.\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eMINIMUM KNOWLEDGE, SKILLS AND ABILITIES \u003c/b\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003eBachelor’s degree in Business, Communications, Sports Management or related field.\u003c/li\u003e\u003cli\u003eMinimum 7 years of progressively responsible and relevant experience in sales and customer service.\u003c/li\u003e\u003cli\u003ePrevious management experience.\u003c/li\u003e\u003cli\u003eExceptional track record of developing and implementing sales strategies that have consistently met or exceeded planned objectives.\u003c/li\u003e\u003cli\u003eEvidence of being a strategic thinker with the ability to develop and implement processes and plans.\u003c/li\u003e\u003cli\u003eEvidence of a successful leadership track record with high ethical standards.\u003c/li\u003e\u003cli\u003eExtensive knowledge of Tickets.com and Salesforce CRM a plus\u003c/li\u003e\u003cli\u003eStrong organizational skills and ability to handle multiple projects\u003c/li\u003e\u003cli\u003eExcellent verbal and written communication skills\u003c/li\u003e\u003cli\u003eProficient in Microsoft Office including spreadsheet applications\u003c/li\u003e\u003cli\u003eAbility to work in a fast-paced environment\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eWORKING CONDITIONS \u003c/b\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003eOffice Environment\u003c/li\u003e\u003cli\u003eIrregular and extended hours including nights, weekends, and holidays\u003c/li\u003e\u003c/ul\u003e,

Company info

Detroit Tigers, Inc.