Manager, Member Services – Los Angeles Ram, US
Description
The Manager, Member Services role will directly impact building and enhancing relationships with Season Ticket Members. This person will focus on member renewals and providing general fan services. The ideal candidate will have experience managing a team.
This position will play a critical role in the re-development of a touchpoint execution plan and the management of service representatives.
Role Responsibilities
- Responsible for the day-to-day oversight of the service philosophy, communication, and retention efforts through touchpoint engagement, campaign development, and CRM application.
- Hire, train, develop and lead the Member Services staff to provide world-class service to Rams Premier and Reserve Season Ticket Members.
- Responsible for training service staff in software systems to promptly ensure records and data entry are updated and accurately inputted.
- Create and develop reports and dashboards for data visualization to support the Member Services team’s day-to-day needs.
- Use quantitative and qualitative data to better to understand the wants and needs of Season Ticket Members.
- Help create email, SMS, web, and social copy for client-specific segments and help manage special communication projects.
- Resolve and respond to escalated service issues presented by Season Ticket Members.
- Provide gameday and member event services to all Season Ticket Members and fans throughout the calendar year.
- Assist with the creation of the Season Ticket Member benefits and experiences
- Stay current on marketplace trends, techniques, and technology that could benefit the Rams organization, its partners, Season Ticket Members, and fans.
- Assist with business planning and budgeting.
Qualifications (Skills/Capabilities)
- A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts
- Must have high level of interpersonal skills to handle sensitive confidential situations and information
- Ability to communicate effectively with prospects, clients, and fans in a professional manner
- Strong leadership attributes including ability to inspire a team and provide feedback
- Passion for working in the NFL, working in a team environment and interacting with fans
- Positive and resilient team-centric attitude with a professional demeanor
- Collaborative culture builder that works well with a diverse team
- Ability to handle multiple tasks and projects with varying deadlines
- Proven ability to work independently and take ownership of projects
- Strong critical thinking, problem-solving and conflict resolution skills
- Strength in time management, administrative ability, and organization
- Strategic thinker with keen attention to detail and task execution
Experience & Education
- Four-year college degree or graduate degree
- Minimum of four years of experience in sales, marketing, partnership activation or member service or a similar role
- Proven ability to meet deadlines and quotas and manage multiple concurrent projects
- Previous account management experience is preferred
- Management experience is a plus
- Passion for using and developing customer service software tools
Technical Knowledge
- High proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
- 3-5 years of experience using Archtics ticketing system and Microsoft/Salesforce CRM
- Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
Work Environment
The Los Angeles Rams is a professional, fast-paced, creative business environment. Other environmental conditions required:
- Housing and auto-transportation in the Los Angeles area
- Ability to work an event-driven schedule, including weekends, evenings, and some holidays. Must be able to work all Los Angeles Rams home games and Season Ticket Member events in-person or virtually.
- Comfortable with face-face, in-person experiences with prospects, clients, and fans
- Ability to travel around the stadium visiting clients during home games and events at SoFi Stadium
- Computer and desk work a significant part of daily activities
- Rarely is lifting more than 20 pounds required.
