Director of Membership Experience

JOB SUMMARY

The Utah Mammoth Director of Membership Experience is responsible for executing standards, strategies, and goals that support department/organizational objectives and the business plan. This position will work on a retention/service strategy specifically related to Utah Mammoth season ticket membership. By infusing innovation and accountability, they will manage and mentor their department to drive season ticket renewals and hit annual business plan targets.

DUTIES & RESPONSIBILITIES

Work collaboratively with the membership leadership team - this includes the Head of Membership, Vice President of Membership, and cross functional leadership teams. Communicate regularly with the VP of Membership Experience to understand the overall strategic direction of the department. Hire, manage, and train Membership Experience Account Managers to ensure unity as a department and maintain the highest level of customer service and retention. Work with marketing to develop and execute proper marketing plans to service and renew season tickets. Accompany Account Managers on service calls or touchpoint visits for key accounts and as needed for mentoring purposes. Support Account Managers with the broader sales, service, and marketing functions and objectives of the organization. Manage within the boundaries of the department business plan, hold staff accountable for their influence on the business plan, report budget variances to the VP of Membership, and look for opportunities to improve margins by increasing revenue, reducing expenses, and improving efficiencies. Provide stewardship over the departments retention and service efforts, which includes generating reports, tracking renewals, and touchpoint initiatives. Lead a weekly team meeting with your membership experience team members. Conduct weekly one-on-ones with your team to ensure that service metrics are being attained and communicated effectively. Other duties as assigned. Be a good teammate, contribute positively to a winning culture, and be respectful. Demonstrate world-class customer service and if you don't directly interact with the customer, support those that do. Protect the legal, financial, and moral well-being of the company. Exemplify the Utah Mammoth company values and standards: transparent, all in, community obsessed, one team, and scrappy.

QUALIFICATIONS

Bachelor's degree or the equivalent training and experience preferred. Minimum of 2 years of experience with a background of sports sponsorship/ticket service/sales or related field. Experience successfully managing a service team. Must be proficient in database applications (preferably Salesforce CRM) and Google Sheets, as well as other Microsoft Office applications: Word, Excel, and Outlook. Knowledge of ticketing software a plus. Experience managing a department budget. History of consistently achieving or sustaining sales goals. Must possess problem solving and decision-making skills. Ability to prioritize workload in a fast-paced environment and handle multiple tasks. Must work well in team environment. Able to work flexible schedule when required, including evenings and weekends.

PHYSICAL REQUIREMENTS

This person must be able to communicate and express themselves both written and verbally. This person must be able to observe, inspect, estimate, and assess. The person must be able to sit or stand for long periods of time. This person must be able to lift 20 lbs.