• Vice President of Service, Retention and Premium Hospitality

    Job Locations US-WI-Milwaukee
    ID
    2019-1189
    Category
    Sales
    Type
    Regular Full-Time
  • Overview

    The Vice President, Service, Retention and Premium Hospitality role reports to the Senior Vice President of Ticket Sales and Service and will be responsible for establishing the strategic direction and operational functions for the season ticket service and retention team and the premium hospitality team including but not limited to the development of programs that maximize the relationship between our guests and the organization, exceeding retention goals and setting a world class service standard for the team. In addition, this role will be responsible for developing a plan that will assist the service team in hitting their new plan, premium sales and group sales revenue goals.

    Responsibilities

    • Collaborate with all internal and external partners – including Season Ticket Members, Premium partners, Fiserv Forum Guest Services, Food and Beverage and all other customer-facing contractors – to develop, manage and measure service delivery and sales revenue.
    • Lead the planning, development and activation of all membership service offerings from the suite level to the last row of seats in the arena. This includes the renewal and upgrade efforts for all established partners and members.
    • Create, organize and analyze customer service data from multiple surveys and systems to identify and implement process improvement opportunities for our guests – specifically season ticket members and suite level partners.
    • Develop and implement proactive tactics to create incremental revenue through a robust event-based campaign empowering the team to upsell and generate referrals from current clients.
    • Lead the planning and development of a rookie program for first year members.
    • Provide analysis and benchmarking against performance thresholds for other professional sports teams and arenas.
    • Champion an exciting and positive culture that extends throughout the entire department through team building, professional development and innovative motivational techniques.
    • Work most Bucks home games and other arena events for the purpose of supporting the service team and promoting important initiatives.

    Qualifications

    • Extensive experience managing a large team of sales and service oriented roles.
    • Experience in developing and executing membership programs.
    • Ability to work closely with team service partners and understand the financial agreements and incentives for each.
    • Collaborative working style, with strong written and verbal communications.
    • Detail-oriented, with ability to manage multiple projects at the same time.
    • Strong work ethic and high intellectual curiosity.
    • Able to work flexible hours including evenings, weekends and holidays
    • Deep knowledge of leading sales/service/retention marketing tactics and relationships with industry experts.
    • Strong sales, service and premium knowledge and/or background.
    • Familiarity and proficiency with Ticketmaster Archtics preferred.
    • Experience working with CRM programs, specifically Microsoft Dynamics preferred.
    • Bachelor’s Degree required
    • Minimum 8 years proven sales/service experience in a sports related field.

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