Position: Director, Premium Member Experience

Department: Premium Experience

Reports to: VP, Ticket & Premium, Sales & Service

POSITION SUMMARY:

Working in close collaboration with members of the Premium Sales department, the Director, Premium

Member Experience will lead all customer service strategies, initiatives and touchpoints for Premium

Season Ticket Members. This individual will be a premium service-driven leader, continuously seeking

innovative ways to elevate the premium member experience. The Director will partner closely with the VP

of Ticketing and Director of Premium Sales to develop strategies that strengthen engagement and foster

deeper relationships with our Premium Membership base.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Other duties may be assigned as required)

• Establish and execute strategies to enhance premium membership experience and lead the

development of initiatives that will wow, surprise and delight our premium members

• Provide leadership to the Premium Experience Team

• Act as the primary contact for our longest standing Premium and Centre Ice Members

• Work game nights and provide support during special events, major concerts, and promotions as

required

• Work closely with the Specialist, Ticket Benefits & Communication to develop, plan, and execute

member events and experiences that help elevate our Premium Experience

• Lead service and conflict resolution training sessions for members of CSEs Ticketing Team

• Lead biweekly one-on-one meetings with Managers, Team Lead(s), & direct reports.

• Tackle all customer service and membership issues that are escalated to a high level with a level of

urgency that insures a quick and satisfactory resolution for our members and fans.

• Work with Business Intelligence team members 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 on how to better improve upon

our Premium Member Experience

• 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.

• Resolve post-event issues and follow up with members as necessary (i.e., incidents, lost and found,

complaints or requests)

• Participate in and assist in executing various premium member events throughout the season,

including benefit activations

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• A minimum 5 years of related premium customer service experience in a leadership role

• Post-secondary education in a related field such as business administration or hospitality

management preferred

• A demonstrated premium, customer first approach to work always with deep care for the customer

• 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 are

• Computer knowledge, including MS Office (i.e., Word, Excel, PowerPoint)

• 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

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.