Position: Account Executive, Membership Services
Department: Membership Services
Reports to: Manager, Membership Services
POSITION SUMMARY:
The Account Executive, Membership Services supports the mandate and goals of the Membership team by providing superior customer service while promotion, renewing, and up selling our ticket products to existing and potential ticket members. Members of the Membership Services team will also provide support to the Abbotsford Canuck’s ticket sales team by performing day-to-day functions, as assigned, for growth.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Other duties may be assigned as required)
- Manage assigned accounts and develop strong professional relationships with Canucks ticket members to meet standards of excellence and guarantee renewals; communicate regularly via email and phone
- Answer the Membership line and respond to ticket inquiries and/or general inquiries and service accordingly; returns calls in a timely manner in resolution to issues
- Manage client requests, expectations and assist with any game day requirements related to these requests
- Promote, renew, and sell ticket products and services such as season tickets, half season tickets, game packs, groups, single game tickets, and other promotional offers
- Follow up with outstanding accounts and declined payments in a timely manner
- Execute ticket member retention programs; continue to extend superior customer service and raise service levels on an on-going basis
- Follow up with our clients on post event related issues (i.e. lost and found, incidents, or requests)
- Contact assigned accounts throughout the season to gain ticket member profiles for future service initiatives
- Execute seat relocation, seat selection, and upgrade/exchange programs
- Participate in various season ticket member events and execute on fulfilling ticket member benefits throughout the season
- Utilize CRM system to track and report progress of relationships with all Season Ticket Members, as well as to ensure client profiles are always up-to-date
- Perform game night duties including Season Ticket member of the Game, game night ticketing issues, and survey in-game experience
- Perform market and customer service research to determine “best practices”
- Communicate and carry out service policies and procedures to ticket members in the most professional manner
- Conduct high amount of service and sales calls on a daily basis
- Provide on-going feedback and recommendations to enhance front line customer service plan, revenue generation and product development
- Perform administrative support for team, as necessary
- Provide support during special events and promotions, as required
REQUIRED EXPERIENCE AND QUALIFICATIONS:
- Post-secondary education in a related field with customer service experience is strongly preferred
- Excellent written and verbal communication and interpersonal skills
- The ability and desire to provide an outstanding level of customer service for client experience and retention
- Effective time-management skills and ability to multi-task in a dynamic, fast paced environment
- A passion for maximizing clients’ revenue potential by identifying cross-selling, corporate, and group sales opportunities
- Superior attention to detail and strong organizational and administrative skills
- Ability to reason and problem solve. Define problems, collect data, establish facts, draw valid conclusions and make independent decisions
- Self-motivated, positive, team-oriented and engaging attitude
- Extensive computer knowledge, including MS Office (Word, Excel, PowerPoint)
- Ability and willingness to work flexible hours, including evenings and weekends
Vancouver, and its neighbouring city Abbotsford, are two of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.
This position will remain open until filled.