Director Membership Experience

Vancouver Arena LP - Arena FT - Vancouver, BC (22 days ago)

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The Director Membership Experience is responsible for overseeing the development and implementation of departmental strategic plans tactics and operations that result in amazing Member experience that drives retention.

Position: Director Membership Experience
Department: Membership Experience (MX)
Reports to: Vice President Membership Sales and Business Intelligence

WHO WE ARE:
We create unforgettable moments that unite us all. We are more than the Vancouver Canucks an NHL team striving to hoist the Stanley Cup. We are an organization striving to foster a high-performance culture where our staff feels valued inspired engaged and challenged to deliver exceptional business results. Over the next couple of years we are committed to a 2020 vision of growing our team and our business. We are overachievers who can make things happen by bringing enthusiasm and drive to the organization with a diversity of thought and a passion for sport.

POSITION SUMMARY:
The Director Membership Experience is responsible for overseeing the development and implementation of departmental strategic plans tactics and operations that result in amazing Member experience that drives retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Other duties may be assigned as required)
Member of Leadership Team Commercial Steering Committee and Membership Leadership Team
Develop overall department member and premium service and renewal strategies
Accountable for revenue and expenses related to member experience and retention
Committed to developing relationships with Members and Premium clients and be present at the majority of Canucks games
Develop service standards monitor performance and ensure MX team is over-delivering
Coach train and develop a team of top performing service professionals
Work closely with Canucks Sports & Entertainment executive and ownership on initiatives that significantly affect the budget of strategic objectives of the organization
Collaborate with Senior Manager BI on development and implementation of technology tools (i.e. CRM etc.)
Collaborate with Membership Operations Coordinator to develop and ensure adherence to processes

REQUIRED EXPERIENCE AND QUALIFICATIONS:
Minimum of ten years’ leadership experience at a senior level in a high energy sales and service environment
Committed to a vision of experience that will thrill fans and provide an ultimate fan experience
Exceptional customer service acumen and interpersonal communication skills
Proven ability to build motivate and lead teams
Superior communication and conflict resolution skills with the ability to relate professionally to all levels of staff management clientele suppliers and partners
Strong in core competencies of collaboration strategic thinking problem solving energizing and developing team members and emotional intelligence
Ability to handle conflicting deadlines and prioritize

Interested qualified candidates are invited to submit their resume by clicking “Apply Now” above. This position will remain open until filled.