Manager, Premium Experience

Position: Manager, Premium Experience

Department: Membership, Sales & Business Intelligence

Reports to: Director, Premium Sales & Experience

POSITION SUMMARY:

The Manager, Premium Experience is responsible for leading the development and implementation of Premium Member Experience strategic plans and supporting the tactical and operation plans for all premium seating. The incumbent will support the mandate and goals of the Membership, Sales & Business Intelligence team by coordinating several key projects and communications related to premium seating retention and service programs. In addition, the incumbent is responsible for all Premium Member benefits initiatives and programs.

This role will focus on:

• Provide leadership to the Account Executives, Premium Membership Experience
• Manage a limited number of premium accounts
• Work with the Director, Premium Sales & Experience on strategic planning and execution of premium seating retention campaigns
• Manage the Premium Membership project schedule, including fulfillment of contractual obligations and benefit programs,
• Lead the execution of premium member events and value add service programs (i.e., Special events, Alumni visits, experience packages, etc.) and assist in driving the critical path, action items and various other operational elements of the Premium Member business plan
• In conjunction with the marketing department, oversee the Premium Member communication plan and timeline, including event announcements and general account/team/event updates,
• Manage aspects of service and operations for premium seating areas, pre-, during, and post-event/game, including special requests, ticketing, sightlines, service issue resolutions, etc.
• Work with the Operations Team to coordinate premium member ticketing initiatives, including game and event allocation,
• Assess, recommend, and implement retention and service policies and procedures; ensure suite practices are performed and communicated to clients in a timely manner,
• Act as liaison between Premium Membership, Premium Sales, Hospitality, Housekeeping, Ticket Centre, Facilities Operations & Engineering, Corporate Partnerships Activation, and Fan Services teams on event day operational and service requirements
• Work closely with Event Operations and Hospitality to ensure consistent and effective communication with the Premium Client Concierge team,
• Perform market and customer service research for best practices to incorporate into future planning,
• Work game nights when necessary

YOU HAVE:

• Minimum 4 years related customer service experience in a supervisory role.
• Preference will be given to candidates with a degree or diploma in business administration and/or hospitality management.
• Ability to multi-task and set priorities in a dynamic, fast paced, ever-changing environment,
• Detail-oriented; ability to develop and implement strategic, operational, and tactical customer service plans.
• A commitment to service excellence.
• Effective time-management skills.
• Excellent written and verbal communication, and interpersonal skills.
• Experience planning and coordinating events, projects, and programs.
• Extensive computer knowledge, including MS Office (Word, Excel, PowerPoint) with experience in Archtics and Ticketmaster technology strongly preferred.
• Proven track record of achievement in meeting or exceeding goals
• Must have the ability to relate professionally to all levels of staff, management, clientele, and suppliers,
• Experience coordinating events, conferences, and/or promotions.
• Committed to working in a team driven environment.
• Dynamic, hardworking, confident; a team-player, with drive and initiative
• Willingness to work extended hours, including evenings and weekends
• To best support our dynamic sports & entertainment operations, we work 100% at the office/arena

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.