Sales & Marketing: Fan Development
Manager, Fan Experience - New Orleans/Oklahoma City Hornets (Oklahoma City, OK)
Reports To: Vice President of Business Development
Summary: The Manager, Fan Experience is responsible for driving retention rates and improving satisfaction and loyalty levels for season ticket holders. The Manager, Fan Experience will also lead and manage a staff of Fan Experience Representatives (Representatives) and work closely with all departments to execute a comprehensive marketing strategy designed to improve fan loyalty and retention levels, drive new business from current customers and their networks and ultimately associated revenues and profits.
Essential Duties and Responsibilities:
Improve year-over-year fan satisfaction and retention rates, their associated revenue and profitability goals
Manage, train, coach, set goals and design incentives for staff of Representatives to accomplish all objectives
Fine-tune staff’s strategies to mine current season ticket holders for additional new business in the form of upgraded seat locations, additional seats, additional individual game tickets, group tickets and referrals to other prospects and manages team toward achievement of a department sales goal
Continuously and strategically identify key drivers of renewal through extensive measurement, tracking, research, and analysis
Understand, at individual and aggregate levels, the changing preferences, needs, wants, and demographics of our fans
Develop and deliver customized programs, benefits, events and communication plans, using best practices from the NBA, sports industry and hospitality industry, in order to drive satisfaction, passion and loyalty among key fan segments
Define, measure, and continuously improve in and out-of-arena fan service levels and processes
Lead ticket plan renewal process, including pricing, timing, collateral and messaging, payment options, upgrades, benefits and incentives
Foster teamwork, employee morale, motivation and open communication within Fan Experience department and with other key organizational areas
Work closely with Ticket Sales, Box Office, Marketing, Basketball Operations, Arena Staff, Game Presentation, Community/Public/Media Relations, and Sponsorship to execute integrated programs
Manage season ticket holder upgrade and seat relocation process
Conduct weekly meetings with staff to ensure day-to-day operations are tightly focused on department goals
Work closely with VP of Business Development and Managers in the sales department to handle account deployment and commission issues
Train the team on use of Ticketmaster’s Archtics Customer Research Management (CRM) for consistent use as the departments centralize database for season ticket holder profiles and touch-point activity
Manage compliance by Representatives tightly
Provide support to Box Office in implementation of season ticket packaging, mailing, and overall service to each individual account holder
Develop department budget and provide regular renewal and sales forecasting and reports on actual performance to Executive Management throughout year
Credibly and responsibly present oneself as the “face” of the team to all full season plan holders
Education and/or Experience:
Bachelor’s degree or equivalent and five or more years of service/hospitality, loyalty marketing, sports, sales and/or event management experience
Skills Required:
Inspirational leader and motivator
Relationship builder
World-class interpersonal, verbal, and written communication skills
Facilitator
Analytical
Creative
Attention to detail
Team player
Computer skills including Archtics, Internet, Excel, Outlook and Word software
Note: When you apply for this job online, you will be required to answer the following questions:
1. Yes/No: I have at least five or more years of service/hospitality, loyalty marketing, sports, sales and/or event management experience
Manager, Fan Experience - New Orleans/Oklahoma City Hornets (Oklahoma City, OK)
Reports To: Vice President of Business Development
Summary: The Manager, Fan Experience is responsible for driving retention rates and improving satisfaction and loyalty levels for season ticket holders. The Manager, Fan Experience will also lead and manage a staff of Fan Experience Representatives (Representatives) and work closely with all departments to execute a comprehensive marketing strategy designed to improve fan loyalty and retention levels, drive new business from current customers and their networks and ultimately associated revenues and profits.
Essential Duties and Responsibilities:
Improve year-over-year fan satisfaction and retention rates, their associated revenue and profitability goals
Manage, train, coach, set goals and design incentives for staff of Representatives to accomplish all objectives
Fine-tune staff’s strategies to mine current season ticket holders for additional new business in the form of upgraded seat locations, additional seats, additional individual game tickets, group tickets and referrals to other prospects and manages team toward achievement of a department sales goal
Continuously and strategically identify key drivers of renewal through extensive measurement, tracking, research, and analysis
Understand, at individual and aggregate levels, the changing preferences, needs, wants, and demographics of our fans
Develop and deliver customized programs, benefits, events and communication plans, using best practices from the NBA, sports industry and hospitality industry, in order to drive satisfaction, passion and loyalty among key fan segments
Define, measure, and continuously improve in and out-of-arena fan service levels and processes
Lead ticket plan renewal process, including pricing, timing, collateral and messaging, payment options, upgrades, benefits and incentives
Foster teamwork, employee morale, motivation and open communication within Fan Experience department and with other key organizational areas
Work closely with Ticket Sales, Box Office, Marketing, Basketball Operations, Arena Staff, Game Presentation, Community/Public/Media Relations, and Sponsorship to execute integrated programs
Manage season ticket holder upgrade and seat relocation process
Conduct weekly meetings with staff to ensure day-to-day operations are tightly focused on department goals
Work closely with VP of Business Development and Managers in the sales department to handle account deployment and commission issues
Train the team on use of Ticketmaster’s Archtics Customer Research Management (CRM) for consistent use as the departments centralize database for season ticket holder profiles and touch-point activity
Manage compliance by Representatives tightly
Provide support to Box Office in implementation of season ticket packaging, mailing, and overall service to each individual account holder
Develop department budget and provide regular renewal and sales forecasting and reports on actual performance to Executive Management throughout year
Credibly and responsibly present oneself as the “face” of the team to all full season plan holders
Education and/or Experience:
Bachelor’s degree or equivalent and five or more years of service/hospitality, loyalty marketing, sports, sales and/or event management experience
Skills Required:
Inspirational leader and motivator
Relationship builder
World-class interpersonal, verbal, and written communication skills
Facilitator
Analytical
Creative
Attention to detail
Team player
Computer skills including Archtics, Internet, Excel, Outlook and Word software
Note: When you apply for this job online, you will be required to answer the following questions:
1. Yes/No: I have at least five or more years of service/hospitality, loyalty marketing, sports, sales and/or event management experience