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Buffalo Bills · 9 hours ago

Manager of Member Experience

Orchard Park, NY

Full-time

Onsite

Mid, Senior Level

$62K/yr - $67K/yr

5+ years exp

Buffalo Bills is a storied franchise in the NFL, known for its championship culture and community involvement. The Manager of Member Experience will oversee the Member Experience staff, focusing on enhancing club service, satisfaction, and retention through strategic planning and development.

SportsSports Leagues and Teams

Growth Opportunities

Responsibilities

Hire, train and coach Member Experience staff

Actively support the development of staff members by mentoring, providing direction and performance feedback

Create and implement member service and retention strategies that align with organizational objectives and departmental goals

Support Member Experience staff by focusing on intentional engagements and a touchpoint program to build customer relationships and increase retention rates

Responsible for researching and developing robust programming to aid in service and retention efforts

Cultivate and maintain strong relationships with business partners, other departments and the leadership team

Perform other related duties and tasks as assigned

Qualification

Sports ticket sales/serviceManagement experienceArchtics & KORE CRMCustomer service skillsCommunication skillsProblem solving skillsTeamwork

Required

Minimum of 2 years of management experience required

Bachelor's degree or equivalent experience required

Ability to manage multiple projects and lead by example

Superior customer service skills

Excellent communication skills both written and verbal, detail oriented, strong problem solving skills and decision making abilities

Ability to work non-traditional hours including nights, weekends, and holidays as needed

Building Collaborative Relationships – the ability to develop, maintain, and strengthen partnerships with others inside and outside of the organization who can provide information, assistance, and support

Developing Others – willingness to delegate responsibility and to work with others and coach them to develop their capabilities

Empowering Others – conveying confidence in employees' ability to be successful, especially at challenging new tasks

Fostering Teamwork, the ability and desire to in getting groups to work cooperatively

Remaining in stationary position, often standing or sitting for prolonged periods

Working in outdoor elements that include high temperatures, low temperatures, wind, rain, and snow

Working in a noisy environment

Movements that include bending, kneeling, squatting, throwing, pushing, pulling

Ability to work in a fast-paced environment