Account Manager, Membership Services

Job description

The Indianapolis Colts seek a passionate, self-starter for the role of Account Manager, Membership Services. This position is responsible for delivering exceptional service and relationship management to an assigned book of season ticket members. This role focuses on driving retention, generating new sales opportunities, and creating memorable experience for members through proactive engagement, personalized service, and strategic touchpoints throughout the year. The ideal candidate is highly organized, relationship-driven, and passionate about delivering exceptional customer experience in a fast-paced environment. HIRING MANAGER Director of Membership Services DIRECT REPORTS N/A GENERAL RESPONSIBILITIES • Manage and provide superior customer service for assigned season ticket member book of business • Annually meet and exceed retention, touchpoint plan, and new sales goals • Cultivate and grow strong relationships with season ticket members by fulfilling all required touchpoints throughout the year via proactive communication including phone calls, emails, handwritten notes, in-seat visits, and out-of-office appointments • Carry a positive empathetic, and professional attitude toward season ticket members at all times • Anticipate, respond to, and resolve all complaints, requests, and inquiries from assigned member base in a timely and professional manner. • Create exceptional, memorable experiences for season ticket members through game-day opportunities, in-season, and off-season events. • Perform game day responsibilities including, but not limited to, in-seat visits, season ticket member giveaways, pre-game and post-game events, addressing member needs, assisting with renewals, and creating an exceptional game experience • Participate and contribute to the planning and execution of all season ticket member related programming and off-season events to provide more value and year-round participation with the organization • Collaborate with ticket sales, ticket operations, and premium ticketing teams to ensure efficient and quality servicing of accounts • Manage customer service issues around all marketing and ticketing events, initiatives and programs including but not limited to Draft Day, STM events, marketing events, youth and other special programs • Other duties as assigned QUALIFICATIONS • Bachelor’s degree (or requisite experience) required • Three (3)+ years of sales and/or service experience in the sports or hospitality industry • Self-starter with demonstrated ability in the areas of personal accountability, communication, time management, adaptability, and relationship building • Strong interpersonal skills and the ability to develop solid working relationships at all levels across the organization • Excellent attention to detail and ability to produce high quality, accurate work within designated deadlines • Must have proficient computer skills and experience with Microsoft Office, additional experience using Ticketmaster/Archtics and Salesforce preferred • History of working in a team environment • Availability of working weekends during home games and some extended hours is required • Must have exceptional phone, organization, interpersonal, sales aptitude, and electronic communication skills. Responsibilities and qualifications may change at any time with or without notice. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.