Position: Membership Experience Team Lead

Department: Membership Experience

Reports to: Director, Ticket Sales & Service

POSITION SUMMARY:

Working in close collaboration within the Membership, Sales & Business Intelligence department, the Membership Experience Team Lead provides leadership and guidance to our Membership Experience team and ensures superior customer service is provided to our members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Other duties may be assigned as required)

• Provide leadership to team of Account Executives and Membership Service Representatives
• Lead weekly Membership Experience team meetings
• Coach service excellence best practices with Membership Experience team and Membership Service Representatives
• Lead biweekly one-on-one meetings with members of the Membership Experience team and occasional check ins with Inside Sales Representatives with an interest in a service/retention path
• Actively seek ways to generate additional and ancillary revenue opportunity from current member mase by supporting campaigns such as group tickets, premium hospitality, and concert/special events sales
• Work with Business Intelligence to build CRM tracking, data collection, and analytics that will assist in improving member retention, communications, and program development
• Actively seek industry best practices and provide recommendations
• Act as liaison between Premium Membership, Premium Sales, Hospitality, Housekeeping, Ticket Centre, Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
• Work with Director, Ticket Sales & Service to provide team members with KPI’s and targets that help drive revenue forward across CSE business units
• Resolve post-event issues and follow up with members as necessary (i.e., incidents, lost and found, complaints or requests)
• Work closely with the Coordinator, Membership Benefits to execute seat relocation, seat selection, and upgrade programs
• Participate in and execute various season ticket member events throughout the season, including benefit activations
• Work game nights and provide support during special events and promotions as required

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• At least two years of related customer service experience in a supervisory role
• Post-secondary education in a related field such as business administration or hospitality management
• Ability to multi-task and set priorities in a dynamic, fast-paced, ever-changing environment
• Ability to develop and implement strategic, operational, and tactical customer service plans
• A commitment to service excellence
• Effective time-management skills, strong attention to detail
• Excellent written and verbal communication and interpersonal skills
• Experience planning and coordinating events, projects, and programs
• Extensive computer knowledge, including MS Office (i.e., Word, Excel, PowerPoint) with experience in Archtics and Ticketmaster technology strongly preferred
• Proven track record of achievement in meeting or exceeding goals
• Ability to relate professionally to all levels of staff, management, clientele, and suppliers
• Committed to working in a team driven environment
• Dynamic, hardworking, confident personality with drive and initiative
• Flexibility to work extended hours, including evenings and weekends
• Excellent judge of character as role oversees day to day operations for various units within the business that must be managed with integrity

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.