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Job Description
Job DescriptionSpecifically, 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.
Essential Duties and Responsibilities
- 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
STRATEGIC LEADERSHIP
- 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
Qualifications Required
Qualifications Required- Minimum of 5 years of relevant experience, preferably with 2 years of leadership experience in the sports or live event industry
- Bachelor’s Degree or comparable industry experience required
- Must possess excellent leadership skills with proven track record of people development and service success
- Exemplify and teach excellence in both sales skills/process and customer relationship building practices
- 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