Director, Membership Service

TITLE: Director, Membership Service

POSITION TYPE: Full Time, Exempt

COMPANY: Sharks Sports and Entertainment, LLC

LOCATION: San Jose, CA

REPORTS TO: VP, Ticket Sales & Service

POSTING DATED: December 6, 2022

Summary:

Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the NHL’s San Jose Sharks, the AHL’s San Jose Barracuda, SAP Center, Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. We are continually growing our organization through expansion in the Bay Area and surrounding communities in Northern California.

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.

We live, work, and innovate by a set of Pioneering Principles:

T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions

M – More risk leads to more rewards and expands our comfort zones

T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether; we are Team Teal.

Position Overview

The Director, Membership Service is a critical part of our vision to pioneer the future of sports and entertainment. Ticket Sales & Service is central to the success of our business, and we are seeking a leader with a clear vision for unparalleled, proactive, and personalized service for our Sharks365 members.

The Director, Membership Service will have a strong background in service but also an understanding of the sales process. The ideal candidate will have an appreciation for developing new and impactful experiences for our members, reimagining what it means to be a season ticket member. They will have a vision of how we evolve with the changing ticketing landscape and how we meet the needs of long-time customers and new audiences alike.

Specifically, the Director will be responsible for leadership of all relationships with our Sharks365 members, both full and partial season, while directly managing a staff of Account Executives. The Director is expected to define departmental strategy, establish processes to maximize staff development, while devising and executing annual plans to exceed established revenue targets, while collaborating with appropriate internal stakeholders.

Essential Duties and Responsibilities

• Continually evolve the member experience, prioritizing ease of use, innovation, and creativity with the intent of creating lifelong memories for our most loyal of fans
• Regularly overdeliver for our members such that “Surprise & Delight” is our baseline
• Be a visible and accessible presence for our Sharks365 universe, engaging fans at games and events and being available for members as needed
• Ensure all promised member benefits are fulfilled timely, including events, in-game recognition, member discounts and others
• Regularly evaluate the membership platform, identifying areas for improvement

STRATEGIC LEADERSHIP

• Develop and share annual strategic plan for Sharks365 memberships
• Hire, train, motivate, and evaluate department staff, with a focus on talent development and creating a championship-caliber service team
• Establish a best-in-class culture rooted in our Pioneering Principles
• Supervise Account Executives responsible for membership experience and retention
• Adhere to departmental budget with clear steps to implement, monitor and appropriately measure plan deliverables

REVENUE GENERATION

• Exceed departmental revenue targets as assigned, with an emphasis on renewal metrics
• Create and oversee incentive programs that motivate the team to reach or surpass their revenue targets
• Provide detailed and accurate sales forecasting as requested
• Install clear staff expectations for strategic member touchpoints
• In collaboration with Brand team, lead and organize all member communication, including call campaigns, texts, email, and social

CROSS-FUNCTIONAL COLLABORATION

• Member of Revenue+Brand leadership group, aligning multiple functions across sales and marketing
• Work in partnership with other key internal stakeholders to solicit feedback and ensure collaboration on projects and campaigns
• Ensure CRM platform is being used effectively to track customer interactions, sales pipelines, and reporting needs
• Be the internal voice of the Sharks365 member base to ensure their perspective is being considered in organizational decisions

Qualifications

• Minimum of 5 years of relevant experience, preferably with 2 years of leadership experience in the sports or live event industry
• Bachelor’s Degree or comparable industry experience required
• Must possess excellent leadership skills with proven track record of people development and service success
• Exemplify and teach excellence in both sales skills/process and customer relationship building practices
• Ability to build successful relationships within the organization and externally with members
• Experience developing and managing a budget
• Advanced level of understanding of Ticketmaster’s Archtics preferred
• High proficiency with the Microsoft suite of products
• Understanding and experience using CRM platforms
• Excellent verbal and written communication skills
• Strong interpersonal skills with ability to problem solve in real time
• Strong work ethic and high intellectual curiosity
• It is imperative that you can work independently without supervision, be self-directed and demonstrate initiative
• Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule

What We Offer

• Competitive compensation (base salary and variable incentive plan)
• Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)
• Pretax Transportation Benefit
• 401K (pre-tax and Roth options)
• Minimum of 10 Paid Holidays and Wellness Days per year
• Complimentary or discounted sports and concert tickets
• Other League & partner discounts
• Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
• An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
• Potential for flexible scheduling and telework opportunities

This position is not eligible for U.S. work authorization sponsorship.

Salary Range

The salary range for this role is $110,000, $120,000 + variable compensation

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

EEO

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

Notice to Recruiters and Agencies

SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.

San Jose Sharks