Manager, Club Member Services

JOB SUMMARY: The Manager, Club Membership Services is responsible for related strategy, initiatives and revenue associated with United Club season ticket members and patrons. This position will prioritize establishing positive relationships, providing world-class service, and delivering exceptional experiences to our season ticket members.                                                                                                                                       

DUTIES AND RESPONSIBILITIES

Oversee strategy and execution of United Club initiatives to ensure an exceptional experience for our United Club Seats members: 

• Meet and exceed annual department and individual revenue goals associated with the United Club
• Build a comprehensive year-round engagement strategy leveraging industry best practices for all United Club initiatives
• Build positive relationships through proactive communication, including seat visits, phone calls, emails and other relevant communication channels
• Annually evaluate, develop, and deliver United Club membership amenities and benefits to drive renewals and fan loyalty
• Budgetary responsibilities related to the United Club
• Maintain multiple customer databases to ensure efficient functions and always up to date information
• Provide customer service and conflict resolution to Club Seat Members via telephone/email and in person using a professional and upbeat demeanor

Effectively manage and develop the United Club staff: 

• Directly manage the Account Manager, Club Members Service representatives to ensure professional and effective execution of all campaign and initiatives
• Assist with the daily management of seasonal department interns
• Train and develop staff leveraging industry best practice strategies and techniques to ensure high-level customer satisfaction and maintain positive relationships with all clients
• Create and execute ongoing feedback cadence including but not limited to individualized one-on-ones, pipeline meetings, group skill development opportunities, and performance appraisals throughout the year

Contributes to team effort by:

• Support departmental and organizational initiatives and priorities
• Completing all other duties as assigned

MINIMUM REQUIREMENTS

• Bachelor’s Degree
• Ability to work all Denver Broncos games, stadium events, nights and weekends, plus other initiatives and events as designated
• Resume
• 5-7 years sales/service experience

PREFERRED SKILLS AND ABILITY

• Proficient utilizing computerized ticketing software, Microsoft Office, and customer relationship management systems
• Extensive understanding of the latest in ticket technology, including online account management and mobile applications
• Successful track record excelling in diverse, collaborative environment
• Exceptional verbal and written communication skills
• Self-motivated and solutions oriented
• Excellent problem-solving skills and ability to multi-task
• Detail oriented with strong prioritization and organization skills
• Willing to learn, be creative and have a desire to succeed

In accordance with the Colorado Equal Pay for Equal Work Act, the expected salary range for this position is $85,000 - $92,000.