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Coordinator, Season Ticket Member Services

Full-time position with Minnesota Vikings in Eagan
Job posted January 22, 2024

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About The Role

Our mission at the Minnesota Vikings is to Advance the Vikings legacy through the passionate pursuit of excellence.

We strive to achieve, we put the team first, we seek to learn, we exhibit high character, and we are committed to a diverse, equitable and inclusive environment.

SUMMARY:

This position will be a key driver in the strengthening of Season Ticket Member relationships and will be responsible for enhancing and maintaining service-oriented plans to ensure retention goals. This role will report directly to the Manager, Season Ticket Member Services, and will work closely with the entire Ticket Operations and Service department, the Premium Sales & Service Teams, Business Analytics, and other internal stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Extend the teams brand by managing strategic initiatives to maximize season ticket renewal rates and retention by providing a high level of customer service to all active ticket holders, develop and maintain personal and long-term stakeholder relationships and proactively overcome objections and challenges that may hinder a season ticket member’s likelihood of renewing.
In preparation for Season Ticket renewal conversations, continuously establish and nurture relationships with current Season Ticket Members with experience activations that include planning, execution, and communication strategies.
Collaborate with the Manager, Season Ticket Member Services to shape the year-round Season Ticket Member and active ticket holder communication, education, service, and support.
Assist stakeholders by anticipating service and ticket education needs according to our policies on both game and non-game days and develop and manage proactive outbound contact campaigns.
Assist the Manager, Season Ticket Member Services to manage inbound day to day customer communication and provide necessary solutions for customer service resolutions.
Support Ticket Operations in delinquent account payment campaigns and assist to identify “at risk” accounts in advance of Season Ticket Member renewal campaign.
Coordinate with the Manager, Season Ticket Member Services to manage and attend to active ticket holder service needs such as financial billing and payment processing, account manager support, Vikings App usage, STR Marketplace, NFL Ticket Exchange and other ticketing and team-related questions.
Collaborate with the sales, analytics, and engagement team to optimize internal database service support/reporting procedures and campaigns to pursue growth of strategic service planning.
Maintain CRM records tracking communication and touchpoints, sales trends, and customer profiles. Collaborate with Business Analytics on best practices for prospecting and sales engagement.
Collaborate with departments across the organization to increase Season Ticket Member opportunities at team events.
Invite and attend to Season Ticket Members and other active ticket holders at team and community events and assist in game-day staffing needs.
Assist with Stadium Builder License (SBL) and season ticket sales as well as selling other Vikings ticket products, as needed and appropriate.
Required to manage 500 + Viking Season Ticket Member accounts with consistent touchpoints throughout the season.
Additional duties and responsibilities as assigned.

QUALIFICATION REQUIREMENTS:

Experience providing high level customer service.
Excellent organizational abilities to handle multiple tasks, establish priorities, and consistently meet deadlines.
Understands the need for data integrity and pays attention to maintaining accurate/timely data.
An effective communicator orally and written with excellent interpersonal skills.
Demonstrated ability to communicate effectively and thoughtfully with diverse populations.
Be customer focused (with both external and internal prospects and partners)
Ability to navigate situations while under pressure.
Ability to use Microsoft Office
Available to work extended hours including evenings, weekends, and holidays.

CONFIDENTIALITY REQUIREMENTS: This position may require the individual to have access to confidential records and information. To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to perform physical tasks such as lifting and moving boxes etc.
Ability to sit or stand for long periods of time
Game days will require the person to navigate the stadium, clubs, etc.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Standard office for regular office hours, on-site events

The Minnesota Vikings are committed to creating and sustaining a culture for you. Whoever you are, we are an organization that embraces and empowers people of all backgrounds and experiences and incorporate diversity, equity, and inclusion into the foundation of everything we do. We are proud to have a culture that empowers our people to harness their uniqueness to develop their full potential as a contributor to the success of the organization and the communities we serve. The Minnesota Vikings are an equal opportunity employer, and we continue to commit to creating equitable opportunities by ensuring that our place can be anyone’s place.


 

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