Fan Services Manager (Sports Management/Finance/Admin)Manage and implement effective methods of operation for the Fan Services Programs. Provide management oversight in the areas of Fan Services to ensure consistency within the department - Ballpark Operations, Ticket Sales, Ticket Services, Food, Beverage & Merchandising, and Day of Game Staff and Activities.
RESPONSIBILITIES & DUTIES:
Manage and execute all fan service strategies for the team in a effort to deliver a consistently high level of fan satisfaction
Manage, train (ongoing) and support the Fan Services Team (part-time staff) to ensure consistency of message being provided.
Execute the department and corporate initiatives while maintaining a high level of meaningful customer service concepts and initiatives throughout the Fan Services Department. Ensure that customer service is recognized as an integral part of all associates responsibilities.
Anticipate our Customer needs and suggest programs and communication tools to address those needs in an active and innovative manner.
Ensure call efficiency standards and service standards are consistently being met.
Ensure staff CRM usage is consistent and follows departmental guidelines.
Ensure the training of new staff members meets all defined goals and expectations.
Manage and oversee the execution of all season ticket broker accounts.
Produce daily, weekly and monthly metric reports using CRM, CCE (call center software), and Archtics (ticketing software) to measure employees effectiveness and efficiency.
Monitor customer service efforts through spots checks, on-line comments and/or other means available. Analyze and assess activity to build enhanced relationships with our fans in an effort to better serve their needs.
Oversee all non-ticket inventories sold by the department, including but not limited to, Scoreboard Greetings and related a la carte items, Marriage Proposals, Kids Club Memberships, and Batting Practice Extra Outings. Responsibilities include ensuring that all facets are executed and delivered properly.
Oversee all internal projects, such as mailings, to ensure that they are completed efficiently while being fairly distributed within the department.
Manage scheduling and payroll of Fan Services Team Members.
Manage and support the four Fan Services booths located in the ballpark for home baseball games, and other events, as needed.
Responsibilities include creating inventory in Archtics, and training Fan Services staff on the event.
Ensure that information is delivered efficiently and accurately to Fan Services staff members so that they may provide information to customers as seamlessly as possible.
Support the Director of Fan Services while directing the Fan Services Team in handling telephone calls, emails, etc. (both internal and external) regarding Ticket Sales and Service, Ballpark Operation, Food, Beverage, and Merchandising needs.
Oversee the selection of Fan Advisory members and the scheduling of Fan Advisory meetings.
Analyze current customer feedback and utilize existing tools in order to determine the priorities and needs of our customers (internet, e-mail, etc.).
Utilize and manage available training methods and resources to assure consistent servicing is delivered to our customers and fans.
Ensure that our employees are communicating the company Vision and philosophies in all their communication materials.
Anticipate issues and feedback (both positive and negative) and prepare departmental talking points to be used by staff members as needed.
Proactively scrutinize Fan Services procedures and processes to make improvements.
Actively train and educate Customer Service Team Members in areas outlined above to assure appropriate succession plan is in place.
Conduct yearly evaluations of part-time Customer Service staff.
Assist in the creation and execution of Season Ticket Holder based events
Assist in the creation and execution of Season Ticket Holder benefits, such as the complimentary suite program.
Assist with management and oversight of the Heavy Hitters Club, the organizations volunteer sales organizations, as needed.
Other duties as assigned.
Requirements:
Must have 2 -5 years of experience in customer service, sales and/or training staff.
Previous call center experience strongly preferred, but not required.
Bachelor's degree in Business Administration, Communications, Marketing, or related field preferred.
Ability to develop and maintain relationship with Managers and Department Heads in order to successfully provide recruitment and training assistance.
Strong technology skills and knowledge necessary. Should possess experience using Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, customer relations management software, and a major industry ticketing software (Ticketmaster, , Paciolan, etc.).
Outstanding customer relations and customer servicing skills required.
Ability to supervise, lead and motivate a diverse staff of business professionals (part time) to achieve departmental and corporate goals.
Positive attitude and strong work ethic necessary.
Must possess excellent verbal and written business communication skills. Able to communicate effectively to all staff levels in a major corporate environment.
The ability to work with multicultural populations and a commitment to fairness and equality.
Ability to multi-task and work both independently and as a team member in a fast-paced entrepreneurial environment.
Ability to move throughout all areas and levels of the Ballpark.
Required to work 85% of all Progressive Field single ticket on-sale events, promotional ticket events and baseball jewel events (Post Season, All-Star Game, etc.).
Ability to sit, stand and/or walk for up to eight hours.
Effective communication with both co-workers and guests.
Excellent written, verbal and public speaking skills.
Reads, speaks, and comprehends English effectively.
Ability to lift and transport items up to 25 pounds.
Ability to work extended hours, games, and weekends as necessary.
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