LA KINGS - Manager Membership Services

Company Information
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Job Summary

The Manager Membership Service is proficient in customer service, retention and cross selling to LA Kings current season ticket members and prospective new members.  This role oversees the service department, manages the membership service staff, prepares annual business plans, develops annual goals for the department and executes a strategy to surpass service and retention goals.

Essential Functions

• Conceiving, create, manage and implement all service and sales related projects within the Ticket Sales and Service department of the LA Kings. These projects include but are not limited to account renewals, service events, member benefits, touchpoints, membership sales, group sales, mini plan sales and other sales and service initiatives.
• Responsible for hiring, training, managing, and reviewing the performance of Service Account Executives. Also responsible for utilizing coaching as a technique to appropriately develop employees and conducting bi-weekly Goal Setting Meetings
• Provide support to the assigned service executives with the customer service and renewal of high-revenue and other accounts as assigned, and exceed the highest standards in customer service, integrity and professionalism.
• Act as a management point of contact for all escalated customer service issues.
• Work with Ticket Sales and Service leadership on any inventory management projects as assigned.
• Collaborate with the Marketing, PR, Game Operations and other departments to ensure customer service remains paramount through all channels of the organization.
• Work in conjunction with the Sales and Database Marketing team, will be responsible for the management of lead generation and service plans as required to ensure execution of renewal, upgrade, and proactive service campaigns.
• Responsible for promoting a culture of innovation, where new ideas, events or opportunities to benefit season ticket holders can succeed
• Work with Ticket Operation team to ensure processes and policies are clearly defined and upheld to result in seamless account functionality and tracking.
• Assist in the development and management of the Service team budget
• Attend games, service events, and other related activities

Education Qualifications

• BA/BS Degree (4-year)

Experience Qualifications

• 4-6 years related work experience
• Proven experience in customer service and sales with demonstrated ability to communicate effectively with clients, especially when reacting to escalated customer service issues.

Skills and Abilities

• Assertive, persistence and results oriented.
• Ability to respond and resolve customers service issues in a timely manner while supporting a team environment and adhere to departmental guidelines.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Proficient in Microsoft Office products (Word, Excel, Outlook) and ability to learn required business systems.
• Ability to consistently re-prioritize based on sales and service needs.
• Ability to provide sales, service and renewal reports and contact status back to management on a daily and weekly basis.
• Ability to thrive under a competitive sales environment.
• Adept at delegating responsibilities for these projects in order to ensure timely completion of all obligations
• Ability to work nights, weekends and some holidays

Payscale: $73,266 - $90,000

Bonus: This position is eligible for a bonus under the current bonus plan requirements.

Benefits Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.  AEG may require an employee to perform duties outside their normal description.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions.  We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

Employer does not offer work visa sponsorship for this position.

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