Sales & Marketing: Client Retention/Customer Service
Senior Director of Retention and Customer Loyalty - Portland Trail Blazers (Portland, OR)
trail blazer (n) 1. An innovative leader in a field; a pioneer.
Are you a Trail Blazer? (Or would you like to become one?)
Job Summary/General Description: Responsible and accountable for developing, implementing and evaluating strategies and procedures to retain customers, increase brand loyalty, and generate additional revenue. Provide leadership and guidance to all service departments including general and premium ticket services, suite services, partner services, guest services, and front desk reception.
Duties and Responsibilities:
In Partnership with Marketing
Develop, refine and manage customer benefit and amenity programs that maximize the value of season ticket ownership and solidify brand loyalty.
Work with other Sr. Ticket Directors, Facility Management, and Sponsorship to implement integrated service programs such as 6th Man Program and Rip City Club. Develop service principles, systems, and processes that permeate all sales and service functions. Establish and communicate guidelines for problem resolution and appropriate deviation from standard practices and procedures.
Plan events and experiences that enhance the customer experience and increase brand loyalty. Perform game day responsibilities including entertaining clients and fulfilling requests for appearances.
Develop season ticket renewal campaign and materials. Provide ticket pricing and ticket packaging input.
Work with Interactive Marketing and Media, and Corporate Communications to develop strategies to connect and communicate to season ticket holders. Manage the external communications platform for season ticket accounts and develop protocols that support company led direction for messaging, tone, frequency and style.
Utilize and leverage internal and external resources such as CRM, our websites, client/customer surveys, guest feedback and other research to determine and understand customer needs, values, behaviors and trends. Support staff utilization of CRM and other customer information databases to better segment customers and appeal to their specific needs and desires.
Other Key Responsibilities
Establish and build long-term relationships with season ticket holders, suite holders, and other identified VIPs.
Work with Finance and Ticket Operations to produce accurate renewal and ticket sales reports and commissions for service and retention positions.
Work with service directors to provide proper training, support, and resources for service representatives to deliver superior customer service and maintain positive relationships with customers. Design and manage reporting protocols and frequency to measure and monitor performance, customer satisfaction, and issues.
Participate in business area peer groups and networking opportunities.
Participate in third party meetings/partnerships that are critical to managing the retention platform including AEG (arena managers), Ovations (concessions and catering), and Paciolan (ticketing system).
Take responsibility for resolving major customer complaints and issues and seeking the best outcome in a timely and successful manner.
Research, review and implement best practices in customer retention and brand loyalty.
Complete performance reviews and oversee the hiring, retaining, and development of staff.
Monitor budget and control costs. Report on department budget variances and forecasts.
Actively participate in the Greater Portland Area community by attending community events and serving on TBI supported boards.
Manage and develop staff by mentoring and providing direction, support and performance feedback. Conduct regular meetings with staff to exchange information.
Qualifications:
Education/Experience
Bachelors Degree or equivalent experience
At least 5 years in a service management position
Necessary Knowledge, Skills and Abilities
• Active Listening • Problem Solving • Knowledge of Retention • Budgeting • Persistence • Sales and Marketing Knowledge • Planning and Organizing • Negotiation Skills • Coaching • Recruitment and Selection • Selling Skills • Conflict Resolution • Social Perceptiveness • Thinking Creatively • Decision Making/Judgment • Team Building • Attention to Detail • Delegating • Excellent Writing Skills • Cooperation Skills • Development and Empowerment • Communicating with Persons Outside Organization • Customer Service (Internal and External) • Informing/Communicating • Discretion • Media Knowledge • Ability to take Initiative • Financial Management • Originality • Leadership • Influencing • Database Utilization • Performance Management • Strategic Thinking • Business Entertaining • Recognition and Rewards
Other Experience Required:
Experience utilizing and leveraging customer databases
Experience managing and servicing a large number of customer accounts
Strong event planning experience
Strong record of retention performance
Service programs management
Experience and skills in relationship building and development
Please apply no later than July 26, 2009.
We are an equal opportunity employer
committed to being champions of diversity
in our organization and community.
Note:
When you apply for this job online, you will be required to answer the following questions:
1. Yes or No: Do you have a bachelor’s degree or equivalent experience?
2. Yes or No: Do you have at least five years experience in service management position?
3. Briefly describe your experience: managing and servicing a large number of customer accounts; event planning; relationship building and development; and, service programs management.
4. Please share three career successes that demonstrate your capability for this position and describe what strengths or skills you attribute to the successful outcomes.
5. What is your overall customer retention philosophy and what do you feel has the greatest impact on retention performance?
6. Describe your experience planning and executing retention oriented events.
7. Briefly describe your experience utilizing and leveraging customer databases.
8. Which five or six of the necessary knowledge, skills and abilities listed above do you feel are your biggest strengths and how will they contribute to your success in this position?
9. What additional development would you need to be successful in this position?
Vice President of Ticket Sales and Service - Portland Trail Blazers (Portland, OR)
trail blazer (n) 1. An innovative leader in a field; a pioneer.
Are you a Trail Blazer? (Or would you like to become one?)
Job Summary/General Description: Responsible and accountable for developing and executing the General and Premium Ticket Sales and Service strategies, goals and objectives to support the overall enterprise business plan and leverage the Trail Blazers brand. Provide leadership and guidance to the ticket department; including retention, operations and sales, which includes groups, premiums, seasons, suites and inside sales.
Duties and Responsibilities:
Work as a strategic partner with all members senior management team accountable for achieving enterprise budget goals, increasing brand loyalty and awareness, and enhancing corporate culture.
Work with Sr. Directors and Marketing to develop strategies, procedures, and goals to increase revenue in season, suite, packages, and group ticket sales.
Establish and build long term relationships with season ticket holders, suite holders, and other identified VIPs.
Perform game day responsibilities including entertaining clients and fulfilling requests for appearances. Influence new sales and renewals of ticket and suite customers.
Work with ticket sales directors, CFO, CMO, and Sr. Financial Analyst to determine ticket pricing strategies to maximize revenue and game attendance.
Develop and implement strategic commission structures that motivate staff toward achievement of revenue and retention goals, and enterprise budget goals.
Oversee the development and implementation of ticket retention and customer loyalty programs. Work with Sr. Dir. of Retention and Customer Loyalty to develop customer service principles, systems, and processes that permeate all sales and service functions. Help determine events and experiences that will enhance the customer experience and build brand loyalty.
Work with Chief Information Officer and Sr. Director of Database Marketing and Operations to ensure maximum utilization of our CRM and other database and ticketing systems to effectively prospect, sell, retain and track results.
Complete performance reviews and oversee the hiring, retaining, and development of staff in functional areas.
Develop and manage department budget; responsible for leveraging ticket resources to maximize revenue while controlling costs. Report on budget variances and forecasts.
Actively participate in the Greater Portland Area community by attending community events and serving on TBI supported boards.
Manage and develop staff by mentoring and providing direction, support and performance feedback. Conduct regular meetings with staff to exchange information.
Qualifications:
Education/Experience
At least ten years experience in sales or marketing with a track record of success selling tickets, retaining customers, utilizing technology, and managing operations.
Masters degree in business, marketing or sport management preferred.
Necessary Knowledge, Skills and Abilities
• Active Listening • Problem Solving • Knowledge of Retention • Budgeting • Persistence • Sales and Marketing Knowledge • Planning and Organizing • Negotiation Skills • Coaching • Recruitment and Selection • Selling Skills • Conflict Resolution • Social Perceptiveness • Thinking Creatively • Decision Making/Judgment • Team Building • Attention to Detail • Delegating • Excellent Writing Skills • Cooperation Skills • Development and Empowerment • Communicating with Persons Outside Organization • Customer Service (Internal and External) • Informing/Communicating • Discretion • Media Knowledge • Ability to take Initiative • Financial Management • Originality • Leadership • Influencing • Database Utilization • Performance Management • Strategic Thinking • Business Entertaining • Recognition and Rewards
Special Requirements (Required Experience and Specific Skills and Knowledge)
Experience utilizing and leveraging customer databases
Sales & Service programs management
Experience and skills in relationship building and development
Please apply no later than July 26, 2009.
We are an equal opportunity employer
committed to being champions of diversity
in our organization and community.
Note:
When you apply for this job online, you will be required to answer the following questions:
1. Yes or No: Do you have a masters degree in business, marketing or sport management?
2. Yes or No: Do you have at least ten years experience in sales or marketing?
3. Briefly describe your experience selling tickets, retaining customers, utilizing technology, and managing operations.
4. Please share three career successes that demonstrate your capability for this position and describe what strengths or skills you attribute to the successful outcomes.
5. Briefly describe your experience utilizing and leveraging customer databases.
6. Which five or six of the necessary knowledge, skills and abilities listed above do you feel are your biggest strengths and why?
7. What additional development would you need to be successful in this position?
8. Please describe your experience in managing and developing a retention initiative inside a sales operation.
