Director, Mvp Services
LA Clippers
Los Angeles, CAThis was removed by the employer on 2/22/2017 9:15:00 PM PST
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Full Time Job
Job Summary
The Director of MVP Services will play a vital role in the continued development of the Service Department. This role manages the Account Service Executive team while focusing on developing strategic practices to improve MVP Membership retention and revenue through building relationships and memorable experiences. The Director will also play a critical role in the continued development of the Service Departments sales goals. This position makes prompt and effective front-line customer service decisions pertaining to the sales and service of all LA Clippers MVP Members. The Clippers believe in career growth through investing in culture, mentorship, and hands-on experiences.
Principal Duties and Responsibilities
• Develop and execute strategies to increase MVP Memberships.
• Participate in the department’s strategic planning process and assists in the development and execution of special events, gifts, and new benefits for MVP members.
• Maintain accurate and detailed records of all current MVPs and prospects in KORE.
• Manage a monthly client touch-point program.
• Manage and schedule Account Service Executives.
• Meet or exceed annual sales and service goals.
• Monitor all customer service issues.
• Manage the process of MVP Membership platforms including: upgrades, benefits, call-ins and NBA surveys.
• Oversee the onboarding for new MVP Memberships.
• Manage escalated customer service challenges and complaints.
• Manage and staff game day Fan Central.
• Work closely with the STAPLES Center Guest Services staff to ensure great customer experiences for Clippers MVPs.
Characteristics/Qualifications
• Bachelor’s degree required.
• A minimum of 2-5 years of ticket sales and/or service management experience.
• Demonstrated dedication with the ability to oversee projects from origin through execution.
• Willingness to learn and should be able to flourish in a high growth, dynamic environment.
• Effective communication skills, both oral and written.
• A proven track record in relationship building and networking skills with ability to interact effectively and professionally.
• Entrepreneurial spirit with hands-on approach towards business.