POSITION SUMMARY:

Working in close collaboration with the Ticket Sales and Service teams, the Manager, Membership Services provides overall management to our Membership Services team and ensures superior customer service is provided to our members.

ESSENTIAL DUTIES & RESPONSIBILITIES:

(Other duties may be assigned as required)

• Providing leadership to the account executives including coaching and customer service training
• Working closely with the senior leadership team on strategic planning and execution retention programs
• Lead weekly Membership Sales & Services team meetings
• Work with Senior Manager, Ticket Sales & Service to provide team members with KPI’s and targets that help drive revenue forward across CSE business units
• Working with Ticket Operations to build CRM tracking, data collection, and analytics that will assist in improving member retention, communications, and program development
• Actively seeking industry best practices and provide recommendations
• Acting as a liaison between Premium Service, Ticket Sales, Hospitality, Housekeeping, Ticket Operations, Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
• Overseeing conflict resolution of escalated Membership complaints, resolving post-event issues and follow up with members as necessary (i.e., incidents, lost and found, complaints or requests)
• Execute seat relocation, seat selection, and upgrade programs
• Participate in and execute various season ticket member events throughout the season, including benefit activations
• Working game nights

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Minimum 3-5 years of related customer service experience in a supervisory role
• Post-secondary education in a related field such as business administration or hospitality management
• Inspiring leadership skills and experience rallying a team, to achieve its highest potential and then taking it to the next level
• 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, etc.)
• 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

YOU MIGHT ALSO HAVE:

• Experience with Archtics and Ticketmaster

Vancouver, and its neighboring city Abbotsford, are two 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.