Director, Suite & Membership Services

  • Columbus Crew SC
  • Columbus, OH, USA
  • 02 Jun, 2021
Full time Business & Commercial Customer Service Hospitality Leadership & Management Stadia & Operations

Job Description

Description
Columbus Crew SC is seeking a Director of Suite & Membership Services that will be responsible for developing and executing the world-class service strategy provided to all Crew Stadium Suite, Loge, Club and General Seat holders.

Essential Duties & Responsibilities
  • Manage a Service staff to develop and lead world-class service strategies to increase account holder engagement and retention
  • Provide ongoing service training to team members as new sales and service strategies are rolled out to ensure a seamless sale to service transition
  • Manage the execution of all premium customer service platforms including, but not limited to, benefits, amenities, access, private events, contract execution and payment processing
  • Develop and execute a fan loyalty program
  • Develop and facilitate positive relationships with current and new clients through various streams of communication and outreach including in person meetings, phone calls, and written correspondence
  • Assist in the creation and coordination of year-round special events for members and C-Level prospects to aid in service and new business development efforts
  • Maintain accurate and detailed records of all current clients and prospects within our CRM system
  • Develop, lead, and manage recurring client touch-point programs
  • Monitor, manage and ensure timely responses to all incoming service questions related to suites, loge, club and general seat holders
  • Collaborate on the creation and management of client facing marketing collateral 
  • Participate in the department’s strategic planning process and assist in the development and execution of special events, gifts, and new benefits for premium clients
  • Generate and manage the communication for annual invoicing periods
  • Primary liaison in contract negotiations and upsells  
  • Develop and manage the annual service department budget and expenses
 
Required Skills, Experience & Abilities
  • Bachelor’s Degree in a related area of study required
  • 3+ years of sports sales/service industry or equivalent experience is preferred 
  • Previous leadership and service staff management experience is preferred
  • Candidate should possess strong team-oriented work ethic 
  • Excellent interpersonal, verbal and written communication skills with the ability to communicate effectively at the highest levels of an organization both internally and externally 
  • Candidate should possess excellent time management and organizational skills 
  • High attention to detail and ability to manage team members and projects as such
  • Proficient in Adobe Design Programs, Microsoft Office, with a focus on Word, Excel, and PowerPoint 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.