Sales & Marketing: Fan Development
Fan Relations Specialist - Minnesota Timberwolves
JOB DESCRIPTION MINNESOTA TIMBERWOLVES
POSITION Fan Relations Specialist DEPARTMENT Fan Relations/Retention SUPERVISOR VP of Fan Relations FLSA STATUS Exempt DATE LAST UPDATED February 24, 2006
SUMMARY To improve the Timberwolves or Lynx season ticket holder retention rate by enhancing the fan experience. Would be directly responsible for all revenue goals associated with a defined base of existing season ticket holders, including renewals, referrals, add-ons and upgrades. This is achieved by providing world- class service, learning about and developing excellent relationships with accounts, and delivering customized communications, events, programs, and benefits to the team's season ticket holders
JOB SPECIFICS ·Improve year-to-year fan satisfaction, retention rates, and associated revenue and profitability goals with defined account base ·Knowledge and understanding of the fans the changing preferences, needs,and demographics of your defined account base ·Build strong relationships with defined account base through proactive communication, including seat visits, phone calls, emails, and other communication channels ·Maintain up-to-date knowledge and effectively and enthusiastically communicate all team news, events, season ticket holder benefits, and arena details that are relevant to defined account base ·Anticipate, respond to, and resolve all complaints, requests, and inquiries from defined account base; handle difficult fans and situations in a calm and professional matter, ensuring that each fan interaction results in increased loyalty to the team ·Meet and exceed defined service levels and standards ·Drive up-sells, add-ons and referral sales from defined account base ·Ensure customer data and profile requirements are accurate and complete for defined accounts Assist in developing and delivering customized programs, benefits and events to drive loyalty with defined account base Work closely with Ticket Sales, Box Office, Marketing, CRM and Research, Basketball Operations, Arena Staff, Game Presentation, PR, and Sponsorship to execute integrated programs ·Credibly and responsibly present oneself as the key “go-to” person for defined account base
SUPERVISORY RESPONSIBILITIES ·None
QUALIFICATIONS AND EXPERIENCE ·4 year College Degree required ·Good communication skills with abilities address in speech and writing to diverse groups of people a must ·Minimum 2 years customer/client service experience required ·Relationship building skills with all levels of clientele preferred ·Proven ability to work in a deadline and team oriented environment ·Analytical and problem solving skills with an attention to detail preferred ·Experience working with Ticketmaster or similar ticketing system is preferred
CERTIFICATIONS, LICENSES, or REGISTRATIONS ·None
PHYSICAL REQUIREMENTS ·Ability to lift and carry up to 10 pounds
Closing Date: 2006-03-31
Fan Relations Specialist - Minnesota Timberwolves
JOB DESCRIPTION MINNESOTA TIMBERWOLVES
POSITION Fan Relations Specialist DEPARTMENT Fan Relations/Retention SUPERVISOR VP of Fan Relations FLSA STATUS Exempt DATE LAST UPDATED February 24, 2006
SUMMARY To improve the Timberwolves or Lynx season ticket holder retention rate by enhancing the fan experience. Would be directly responsible for all revenue goals associated with a defined base of existing season ticket holders, including renewals, referrals, add-ons and upgrades. This is achieved by providing world- class service, learning about and developing excellent relationships with accounts, and delivering customized communications, events, programs, and benefits to the team's season ticket holders
JOB SPECIFICS ·Improve year-to-year fan satisfaction, retention rates, and associated revenue and profitability goals with defined account base ·Knowledge and understanding of the fans the changing preferences, needs,and demographics of your defined account base ·Build strong relationships with defined account base through proactive communication, including seat visits, phone calls, emails, and other communication channels ·Maintain up-to-date knowledge and effectively and enthusiastically communicate all team news, events, season ticket holder benefits, and arena details that are relevant to defined account base ·Anticipate, respond to, and resolve all complaints, requests, and inquiries from defined account base; handle difficult fans and situations in a calm and professional matter, ensuring that each fan interaction results in increased loyalty to the team ·Meet and exceed defined service levels and standards ·Drive up-sells, add-ons and referral sales from defined account base ·Ensure customer data and profile requirements are accurate and complete for defined accounts Assist in developing and delivering customized programs, benefits and events to drive loyalty with defined account base Work closely with Ticket Sales, Box Office, Marketing, CRM and Research, Basketball Operations, Arena Staff, Game Presentation, PR, and Sponsorship to execute integrated programs ·Credibly and responsibly present oneself as the key “go-to” person for defined account base
SUPERVISORY RESPONSIBILITIES ·None
QUALIFICATIONS AND EXPERIENCE ·4 year College Degree required ·Good communication skills with abilities address in speech and writing to diverse groups of people a must ·Minimum 2 years customer/client service experience required ·Relationship building skills with all levels of clientele preferred ·Proven ability to work in a deadline and team oriented environment ·Analytical and problem solving skills with an attention to detail preferred ·Experience working with Ticketmaster or similar ticketing system is preferred
CERTIFICATIONS, LICENSES, or REGISTRATIONS ·None
PHYSICAL REQUIREMENTS ·Ability to lift and carry up to 10 pounds
Closing Date: 2006-03-31
