Manager, Ticket Service - Toronto Blue Jays

Date: Aug 12, 2019

Location: Toronto, ON, CA, M5V 1J1

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

 

NATURE & SCOPE

Reporting to the Director, Ticket Sales & Service, the Manager, Ticket Service is responsible for retaining and servicing ticket subscription accounts, primarily Season Ticket Memberships. This includes communication with subscribers, creating and executing service plans and organizing and reporting on success of service team initiatives. 

 

RESPONSIBILITIES

  • Lead Service department, including staffing, scheduling and day to day management of a team of dedicated Season Ticket Member account service executives
  • Responsible for overall Season Ticket Membership retention while delivering best in class customer service
  • Develop and execute strategic service plans that help create and maintain meaningful relationships with Season Ticket Members and other groups of accounts as required, including detailed logging and tracking of all interactions in Salesforce CRM
  • Track, analyze, and report on success of service plans and service initiatives using available technologies for user reporting and accountabilities (Archtics, Salesforce CRM)
  • Provide internal updates related to Season Ticket Member trends, account information, renewal status and other relevant data
  • Possess a detailed understanding of Toronto Blue Jays products and develop effective business strategies based on product knowledge, retention goals, and service objectives
  • Collaborate with departmental leaders to create and implement strategies that leverage Salesforce CRM and Archtics data to improve retention, including using lead scoring models, retention models and planning for at-risk accounts
  • Work closely with Ticket Sales & Service team to ensure clear communication, sharing of information and cross functional collaboration within departments
  • Deliver game day ticket revenue reconciliation reports to finance and senior leadership teams
  • Develop and utilize sophisticated training programs and performance management systems for the department
  • Assist with game day operations and perform other duties are required


QUALIFICATIONS

  • University degree or College diploma in sports management/business/marketing or other related program is preferred
  • Five to seven (5-7) years of experience in service and/or sales oriented roles
  • Experience running complex reports and sales functions; preferably using Archtics event ticketing system and Salesforce CRM system
  • A commitment to service excellence and customer satisfaction
  • A desire to work in a team environment and support department-wide success
  • Superior interpersonal and communication skills, including a friendly and professional telephone manner
  • Excellent communication and interpersonal skills, with an ability to interact and work collaboratively with all levels of the organization
  • Ability to multi-task and meet required deadlines in a fast-paced environment
  • Ability and willingness to work evenings, weekends, and holidays as required
  • Legally able to work in Canada
Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Blue Jays Way (210), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Sales & Account Management
Requisition ID: 164068
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  [[req_strategyPage]] 

 

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