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Job Title: Manager, Membership Services, Colorado Avalanche & Colorado Mammoth
Department: Ticket Sales and Service
Business Unit: Colorado Avalanche
Location: Denver, Colorado
Reports To: Director, Membership Services
Employment Type: Full Time
Supervisor Position: Yes
Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, 1STBANK Center, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam. Position Summary – The person in this role is responsible for recruiting, training, and motivating top service talent for the Colorado Avalanche & Colorado Mammoth Membership Service team. This entails developing weekly team trainings as well as individual rep trainings based on team needs and opportunities. The manager will assess the team as a whole and individually through one on ones, call reviews, and coaching opportunities. This role will also be responsible for developing yearly a business plan for the service team to ensure that goals are met for touchpoints, events, and revenue. The manager will lead by example with a high level of service for the accounts that they manage as well. Another function of this role is to network internally with all personnel that have a hand in dealing with full, half and partial season ticket members. These departments and vendors include but are not limited to, Marketing, Game Presentation, Ball Arena Security, Arena Event Staff, Guest Relations, Argus, Legends, and Box Office personnel. Essential Functions/Responsibilities
- Day-to-day management of Membership Services team for the Colorado Avalanche & Colorado Mammoth
- Track and execute against a business plan developed in conjunction with the Sr. Director of Membership Services to ensure revenue goals are exceeded each year
- Create and implement a strategy for full, half and partial season ticket member benefits that results in high retention rates each year
- Adhere to CRM strategies and guidelines.
- Coordinate service events, utilizing best practices from the industry.
- Responsible for ongoing coaching and development of staff and performance feedback
- Conduct weekly meetings with Membership Service Executives to discuss progress toward goals.
- Monitor attitude and effort based goals (calls completed, meeting set, etc.)
- Work closely with box office personnel on all related ticket items, issues or concerns pertaining to full, half and partial season memberships.
- Manage event night service staff to ensure customer satisfaction.
- Adhere to strict management of department budget
- Responsible for strategy in nurturing The A List and executing a high conversion rate of deposits into Colorado Avalanche memberships.
Qualifications:
- Minimum
- Bachelor’s degree or equivalent combination of education and experience
- 3+ years’ professional experience within the sports ticket sales and service field
- Applicants must meet minimum qualifications at the time of hire.
Competencies/Knowledge, Skills & Abilities:
- Capable of having a strong presence in front of a large group
- Ability to teach, coach, and train staff
- Extensive leadership and management skills
- Ability to manage upward and sell an idea
- Exceptional interpersonal skills
- Strong people management skills
- Knowledge of organizational policies and procedures
- Strong written and verbal communication skills
- Excellent customer service skills
- Superior organizational skills
- Time Management Skills
- Ability to problem solve and resolve conflict quickly and effectively.
- Knowledge of organizational policies and procedures
- Knowledge of computer systems and applications
- Ability to quickly build rapport with customers and assess customer needs.
- Advanced sales and service experience
- Considerable knowledge of sales and service processes and procedures including Ticketmaster and Microsoft CRM
- Firm understanding of Kroenke Sports group ticket products, services, procedures.
- Ability to acquire or produce and maintain a valid Colorado driver’s license and meet company vehicle driving standards.
- Knowledge of the NHL and Colorado Avalanche
- Ability to work a varied schedule including nights, weekends, and holidays.
Compensation
- Base Salary $70,000 – $80,000
- Eligible for annual discretionary bonus
Benefits Include
- 12 Paid Company Holidays
- Health Insurance (Medical, Dental, Vision)
- Paid Time Off (PTO)
- Life Insurance
- Short and Long-term Disability
- Health Savings Account (HSA)
- Flexible Spending plans (FSAs)
- 401K/Employer Match
All applicants for employment at KSE may be required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment may be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections, or who are pregnant, may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated. Equal Employment Opportunity Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.