Membership Services Account Executive is responsible for the retention and management of Season Ticket Members. Account Executives are tasked with exceeding the expected level of service for full season customers and renewing them year over year while growing their book of business via cross-selling, referrals, and other new business initiatives. Account Executives will also be responsible for selling new business as well during parts of the year.
ESSENTIAL FUNCTIONS (including, but not limited to):
The Membership Services Account Executive will have daily responsibilities including, without limitation, the following:
Provide exceptional customer service and touchpoints to Lions Loyal Members and track those activities in both the ticketing and CRM systems.
Maintain monthly touchpoints with customers, meet them face to face (both in-season and during off-season appointments), and hit touchpoint targets with each customer in a way best suited to that customer's needs.
Inform, educate, and instruct Lions Loyal Members on their benefits and best practices, acting as an informed consultant and trusted advisor.
Renew full season and partial accounts (when needed) at an exceptional rate, while also putting a focus on new business sales throughout the year.
Build relationships and credibility with the account base through efficiency, dependability, and a positive and helpful attitude.
Answer all customer inquiries as immediately as possible, with average response time under 1 business hour, never to exceed 24 hours without a response during the work week.
Execute all customer requests through the box office and secure payment for season ticket memberships when necessary.
Cross-sell account base to groups, partial seasons, suites and additional season ticket packages or premium products.
Assist in management of season ticket accounts including delivery of season tickets, group tickets, and playoff tickets.
Act as Membership Services Team member in answering in-bound calls on season ticket hotline and assisting other customers.
Will participate in sales and renewal campaigns that target accounts that owned by other account executives when needed and as determined by management
Cover assigned shifts at sales tables, events, and other Season Ticket Member experiences/events throughout the off-season, in-season or on gameday specifically.
NONESSENTIAL FUNCTIONS:
Will maintain an appropriate level of knowledge of Microsoft Office and other software
Must be motivated, reliable, and able to work independently or as part of a team
Maintain professionalism when communicating with internal and external contacts
Must be accurate and efficient with ability to meet deadlines
Must be detail oriented with strong organizational skills
Will adjust work schedule to meet departmental demands
Will keep appropriate information confidential
Will accept other responsibilities and duties required by the supervisor consistent with the objectives and essential functions of this position
WHAT WE'RE LOOKING FOR:
Bachelor's Degree Preferred
Minimum of 1 year of proven sales and/or customer service experience
Ability to work independently and as an effective team member
Strong customer service skills and problem-solving abilities
Ability to handle a fast paced and sometimes high stress environment
Excellent communication and organizational skills with a client-centric attitude.
Professional, self-motivated, confident and willing to lead by example.
Ability to work in a team-oriented environment with an irregular work schedule to include nights, weekends, and some holidays.
Knowledge of Archtics ticketing system, Microsoft Dynamics (STR), and basic Excel/Word proficiency are all preferred.
Ability to multi-task and effectively adjust to rapidly changing market.
Demonstrated work ethic with an innate sense of urgency and tenacity.
Team oriented attitude, relationship building, professional demeanor and appearance.
Strength in time management, organization, and customer service skills.
Ability to work a flexible schedule including nights, weekends and holidays.
May require work out of both the Ford Field Management Office and the Allen Park Training Facility
A valid Driver's License and good driving record
