Manager of Membership Services

Durham Bulls Durham, North Carolina


Description

Overview:
We believe integrity and leadership have never been more important in business than they are today. Equally as important are Bulls fans and this position is designed to retain and grow ticket holders through specially designed programs and proper communications. A strong leader is able to share a vision that will help their team understand the “what and why” behind the work that they do. A strong leader at the Bulls will find tremendous success by helping others achieve their goals. We are looking for someone to drive ticket retention and service to the next level while being able to continually evolve with market trends and best practices. 

Key Accountabilities:

Customer Service and Renewals

Drive to meet and exceed customer expectations. Create programs that wow 919 Club Members and drive increase renewal rates. Lead the service team to achieve personal goals, department goals with the ability to hold team members accountable.

Directs team’s ability to consistently seek new opportunities for our 919 Club Members. Have the ability to build and maintain strong partnerships in order to maximize renewal rates.

Customers

Train service team in relational selling behaviors resulting in high customer engagement and retention. Observe, manage and train service team daily through formal observations focusing on behaviors; ensure service team is providing an outstanding experience to our customers.

Review service team results and provide recognition; develop and communicate strategies to improve results.

People

Recruit, hire, and lead a qualified team of renewal and service-focused associates; build a bench for future needs. Facilitate and lead sales team training; ensure training is ongoing. Manage and train employees on selling technique and product knowledge.

Skills Summary:

Ability to lead, mentor, and develop a strong team.

Ability to manage to a budget, create strategies, and execute plans.

Ability to input and analyze data in spreadsheets to identify trends and opportunities.

Ability to reach out to the community to develop relationships and make lasting connections.

Strong leadership, interpersonal and communication skills.

Experience with a ticketing system a plus.

Highly driven and self-motivated.

Highly organized and able to adapt quickly to changing priorities.

Ability to anticipate and solve problems, act decisively and persist in the face of obstacles.

Commitment to exemplifying the highest integrity and professional business standards.

A pre-employment drug screening is required.  EOE, M/F.  All Capitol Broadcasting Company properties are tobacco free.  Capitol Broadcasting Company participates in E-Verify.

Capitol Broadcasting Company, Inc. is a diversified communications company which owns and/or operates WRAL-TV, WRAL Digital, WRAZ-TV, WRAZ DigitalWRAL-FM, WRAL-HD2, WCMC-FM, WCMC-HD1, WDNC-AM, WCMC-HD2, WCMC-HD3, WCLY-AM, WCMC-HD4, Microspace, CBC New Media Group and Wolfpack Sports Properties (a joint venture with Learfield) in Raleigh, NC; WILM-TV, WILT-LD and Sunrise Broadcasting in Wilmington, NC; The Durham Bulls Baseball Club, Bull City Hospitality, and the American Underground startup hub in Durham, NC; Holly Springs Salamanders in Holly Springs, NC; and real estate interests including the American Tobacco Historic District in Durham, NC, and Rocky Mount Mills in Rocky Mount, NC.