Specialist, Club Member Services

Specialist, Club Member Services

The role of Specialist, Club Member Services is to consistently provide a world-class, on-brand year-round experience for Rams Club Season Ticket Members through timely proactive and reactive relationship building strategies. An ideal candidate is a hardworking, team-oriented individual with strong writing and relationship skills. This individual should demonstrate proven success in a customer service or sales professional setting and be willing to immediately contribute to the goals of the department. The Specialist will be directly responsible for a defined group of existing Club Season Ticket Members and will participate in all aspects of season ticket renewals, customer service and member events, with a goal of creating an exceptional experience for all members. This role will focus on using CRM tools, member data and touchpoint campaigns to increase their Member's engagement, loyalty, satisfaction, and retention rates. This person will be an integral part of the overall Rams Client Services Department that will create and deliver best in class gameday service and experiences for all Season Ticket Members, local and visiting fans from around the world. Employees must be able to perform the essential functions of this position satisfactorily. The requirements listed below are representative of the duties, knowledge, skills, and/or abilities required.

Responsibilities

:

• Successfully achieve the season ticket renewal goal for your assigned accounts and positively contribute to team efforts to achieve the overall renewal and revenue goals.
• Effectively manage assigned Season Ticket Member accounts by engaging with Members through daily outbound activities (phone calls, emails, text, and Facebook discussions, etc.). During in-person events and gamedays, engage with Members face-to-face during seat visits or other interactions.
• Monitor various inbound communication channels, including, but not limited to, phone, email, text and social media, to assist Season Ticket Members and general fans.
• Become an expert on all seat products, benefits, and services to proactively anticipate the needs of our Club Season Ticket Members and guarantee the highest level of satisfaction.
• Be a primary fan-facing representative at all Rams home games to ensure an exceptional experience for all ticketed guests. Functions may include, but are not limited to, working member experiences, guest resolution, monitoring inbound communication channels and managing service standards in Club spaces
• Assist with Season Ticket Member events and experiences including set-up, check-in and general event operations.
• Effectively utilize ticketing software and CRM to manage customer accounts and accurately enter all touchpoints and client information gathered into CRM system.
• Work with the Ticket Sales team to ensure smooth account transition from completion of sale to the Club Service team.
• Meet with the Manager, Club Member Services to review service activity, including progress on touchpoint campaign and renewal goals.
• Other duties as assigned.

Qualifications (Skills/Capabilities)

:

• A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts
• Must have high level of interpersonal skills to handle sensitive confidential situations and information
• Ability to communicate effectively with prospects, clients, and fans in a professional manner
• Passion for working in the NFL, working in a team environment and interacting with fans
• Positive and resilient team-centric attitude with a professional demeanor
• Collaborative culture builder that works well with a diverse team
• Strategic thinker with the ability to handle multiple tasks with varying deadlines
• Strong critical thinking, problem solving and conflict resolution skills
• Strength in time management, administrative ability, and organization

Experience & Education

:

• Four-year college degree or graduate degree
• A minimum of one year of experience in premium service or sales, or similar role
• Proven ability to meet deadlines and quotas

Technical Knowledge

:

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
• Experience using Archtics ticketing system and Microsoft/Salesforce CRM
• Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)

Work Environment

The Los Angeles Rams is a professional, fast paced, creative business environment. Other environmental conditions:

• Housing and transportation within 45 miles of Woodland Hills, CA
• Reliable transportation is required for periodic local travel and all work-related mileage will be reimbursed
• Ability to work an event-driven schedule, including weekends, evenings, and some holidays. Must be able to work all Los Angeles Rams home games.
• Comfortable with face-face, in-person experiences with clients, fans, and prospects
• Ability to travel around the stadium interacting with clients and fans during home games
• Computer and desk work a significant part of daily activities
• Sitting, standing, working with hands for extended periods of time
• Occasional lifting of up to 25 pounds may be required

Salary: $70,304/yr + yearly defined bonus plan The Los Angeles Rams are proud to be an Equal Opportunity Employer. We strive to create a sense of belonging for all employees by fostering a culture of respect and inclusion, empowering everyone to be their true selves.