Service & Retention Associate Manager
Austin Spurs
Austin, TXThis was removed by the employer on 8/26/2019 9:15:00 AM PST
Not to worry we have many other jobs on the site;
Browse all jobs
Browse the Marketing Category
Browse the Sales Category
Browse the Sports Category
Search for Service & Retention Associate Manager jobs in Austin-TX
Search all Service & Retention Associate Manager postings
Full Time Job
Overview-
The Service & Retention Associate Manager will be responsible for retaining and upselling Season Ticket Members for the Austin Spurs while ensuring they receive meaningful value and service. This position will also support the development of CRM initiatives by working closely with Senior Manager of Ticket Sales & Service for relationship accountability.
In every position, each employee is expected to: demonstrate alignment with SS&E's Core Values and Mission, collaborate with internal/external family members and demonstrate ongoing development.
Responsibilities
-
• Plans and executes the auto renewal process of Season Ticket Members, identifies at-risk Season Ticket Members and formulates retention plan.
• Develops and executes a plan to increase Season Ticket Member attendance at games and events
• Manages and services assigned book of business comprised of mostly, if not all, Premium Season Ticket Members. This includes collecting payments from assigned delinquent Season Ticket Members and accounts that temporarily do not have an assigned representative.
• Integrates strategic benefits plan for the Austin Spurs Season Ticket Members and supervises fulfillment process.
• Executes strategic Service & Retention plan with the goal of growing base of Season Ticket Members. Performance is measured by service satisfactions levels for renewals, upgrades, seat add-ons, and referrals.
• Communicates and sends information important to all Season Ticket Members via email and text such as events, schedule, reports, benefits, roster changes, promotions, renewals, payments, other updates, etc.
• Develops and maintains a touchpoint plan and assists Senior Manager of Ticket Sales & Service in keeping accountability of touchpoints by Sales Team.
• Develops and motivates Sales Team in their Service and Retention efforts for the Austin Spurs. This may include, but is not limited to, coaching, evaluating and measuring performance results in Service & Retention areas.
• Conducts periodic Season Ticket Member surveys and focus groups.
Qualifications
-
• Bachelor's degree from an accredited four-year college or university
• 3-5 years of experience in related field
• Proficient in Microsoft Office, Excel, Word, Power Point and other computer skills required
• Ability to create and maintain favorable relationships
• Understanding of CRM as it relates to sales, marketing and email marketing functionalities
• Aptitude for influencing
• Demonstrate poise, tact and diplomacy
• Superior verbal and written communication skills
• Ability to work long, flexible hours including evenings, weekends, and holidays
• Strong teamwork aptitude required
• Stand/Sit/Walk for long periods of time in an office environment and arena
• Ability to work independently