Director, Member Services & Premium Hospitality

POSITION SUMMARY:

The Philadelphia 76ers are searching for a Director of Member Services to help drive and achieve the annual retention efforts of the Member Services team and Premium Services team. The Director will be responsible for driving season ticket renewals through developing a comprehensive season ticket member engagement strategy, setting and monitoring staff accountability metrics, designing all communication to Members, hiring and training the staff and planning and executing Member events, amongst other responsibilities.

The Director of Member Services should be a dynamic leader who is just as adept at motivating, developing and inspiring staff to create a world-class culture as they are setting and monitoring goals, analyzing trends and making data-driven decisions.

POSITION RESPONSIBILITIES:

• Develop the strategy and execution of annual renewal plans to achieve retention goals of the Society 76 Membership base
• Plan and implement year-round events to engage Members of Society 76
• Enhance, oversee and execute Society Rewards Program
• Lead, motivate, develop, train and retain a team of Premium Services Account Managers and Member Services Account Managers future succession and opportunity within HBSE
• Recruit and develop a world class service department by interviewing, hiring and onboarding new employees
• Setting weekly, monthly and yearly goals for the Member Services staff
• Conducting one-on-ones with the Member Services team to identify issues, help troubleshoot and build a relationship with the goal of helping the account managers perform their jobs at the highest level
• Monitor and appraise team performance and efficiency on an ongoing basis
• Work collaboratively and exercise clear and proactive communication with other departments such as marketing, ticket operations, CRM, basketball operations and business intelligence to accomplish goals, tasks and projects
• Effectively utilize PowerPoint, Excel and Outlook to communicate vision and strategy to senior leadership
• Engage with season ticket members proactively to ensure elite service and working to resolve member issues as they arise
• Performing other tasks and responsibilities as directed

QUALIFICATIONS:

• 5+ years of senior-level sales/service experience preferably with an understanding of the ticketing and premium sales business
• Bachelor’s degree, preferably in business administration/hospitality, or equivalent work experience
• Ability to write and communicate effective business plans
• Excellent problem solving, communication, and presentation skills
• Ability to balance multiple projects at once in a fast-paced work environment
• Proficiency in Microsoft Office, Salesforce, LinkedIn, ZoomInfo and related tools

WORKING CONDITIONS:

• Travel Requirements: May be required to travel occasionally, including between HBSE’s various offices; trips may require air travel and/or overnight stay.
• Work Environment: This position generally requires that work primarily be performed from the 76ers’ office in Camden, NJ, and requires attendance at events taking place at the Xfinity Mobile Arena in Philadelphia, PA.
• Physical Requirements: Must be able to lift and carry up to 30 pounds.

COMPENSATION AND BENEFITS:

The pay range for this position at commencement of employment is expected to be $100,000 per year. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position will also include other elements, including eligibility for an annual discretionary bonus,

This position will be an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

The benefits package for the position may include the following, subject to the terms of the then-in-effect Company policies, plan documents and other eligibility criteria:

• Medical/Dental/Vision/Flexible Spending Accounts
• Pretax Transportation Benefit
• Generous Parental Leave policies
• 401K (with a company match after 1 year of service)
• Generous Paid Time Off policies
• 13 Paid Holidays
• ½ Day Summer Fridays
• Complimentary or Discounted Sports & Concert Tickets
• On Site Fitness Rooms
• Other League & Partner Discounts

Details of participation in these benefit plans will be provided if a candidate receives an offer of employment.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.