Job Title: Manager, Membership Services

Department: Colorado Rapids Ticket Sales & Service

Business Unit: Ticket Sales

Location: Commerce City, Colorado

Reports To: Director, Membership Services

Employment Type: Full-Time/ Salaried

Supervisor Position: Yes

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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world-class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, 1STBANK Center, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam.

Nature of Work:

The Colorado Rapids are seeking a highly motivated and passionate professional to join the Ticket Sales & Service leadership team as the Manager of Membership Services. The Manager of Membership Services is focused on building an industry-leading customer service and retention strategy. The manager will hire, train, and develop sales and service professionals in customer service and selling techniques for the purpose of growing the Rapids season ticket base. The Manager of Membership Services will be responsible for assisting with annual membership retention and controlling all member communication.

Examples of work performed:

• Day-to-day management of a minimum of three Membership Service Executives that are focused on annual revenue retention and on selling Rapids season tickets, partial plans, group tickets, and premium tickets.
• Monitor and track anticipated member retention rates throughout the year and develop correlating strategies to improve overall member retention.
• Assist in developing the business strategy for all Season Ticket Member retention efforts.
• Develop and execute member-only events for the purpose of building club attachment and creating value for season ticket members.
• Create and implement a strategy for Season Ticket Member benefits that results in high retention rates each year.
• Assist in developing, managing, and tracking an annual membership auto-renewal campaign to maximize member retention from one season to the next.
• Manage all Season Ticket Member communication and ensure that members are kept up to date on all membership and club news.
• Develop a thoughtful and well-organized touchpoint strategy for the Membership Service Department to ensure meaningful relationships are being developed with season ticket members.
• Responsible for ongoing coaching/development of all Membership Services Executives.
• Conduct weekly One on One meetings with Membership Service Executives to discuss progress toward goals and career development.
• Monitor attitude and effort-based goals (touchpoints completed, calls completed meeting set, etc.).
• Work closely with box office personnel on all related ticket items, issues or concerns pertaining to season ticket memberships.
• Work with Membership Service Executives to manage and collect accounts receivables
• Other duties as assigned by the Manager of Membership Services

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Working Conditions & Physical Demands:

• Typical Office Conditions

• Minimum
  • BS/BA degree in field or related field
  • Three years of ticket sales experience
  • Ticketing system experience
  • Microsoft Dynamics CRM Experience
  • Applicants must meet minimum qualifications at the time of hire.
• Preferred
  • Experience with Ticketmaster Ticketing System
  • Experience leading sales training for sales staff
  • Ability to acquire or produce and maintain a valid driver’s license and meet company vehicle driving standards.

Competencies/Knowledge, Skills & Abilities:

• Hardworking, Passion for the Industry, Positive Attitude, Open to Learning and Leadership characteristics.
• Excellent verbal and written communication skills.
• Strong teaching, motivating and development skills.
• Ability to work under pressure, meet deadlines, and multi-task.
• Skill & ability leading sales training for ticket sales staff.
• Knowledge & Skill with Ticketing system, Ticketmaster preferred.
• Knowledge & Skill with Microsoft Dynamics CRM.

Compensation:

• Base salary range $65,000 to $75,000 per year
• Bonus Potential

Benefits Include:

• 12 Paid Company Holidays
• Health Insurance (Medical, Dental, Vision)
• Paid Time Off (PTO)
• Life Insurance
• Short and Long-Term Disability
• Health Savings Account (HSA)
• Flexible Spending Plans (FSAs)
• 401K/Employer Match

All applicants for employment at KSE may be required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment may be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections, or who are pregnant, may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated.

Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.