Summary

The Account Service Manager will be responsible for the day-to-day management of the Account Service Representative Team and focus on hiring, training, and development of the team. This position will support the development and execution of strategic and tactical plans to exceed retention targets for the Buffalo Sabres, Buffalo Bandits, and KeyBank Center Events. Must provide various reports/updates pertaining to renewal business.

Duties & Responsibilities

• Oversee the Account Service Representative team, providing day-to-day management and growth through one-on-one coaching and training
• Ensure high satisfaction with Sabres and Bandits Season Ticket Members by focusing on intentional engagements to build customer relationships and increase annual retention rates

• Attend all Sabres and Bandits games and sales events to support staff and troubleshoot any customer service-related issues/complaints.

• Oversight in the CRM database of member activity and general information
• Assist in the planning and execution of season ticket renewal
• Create and execute communication efforts for all Season Ticket Members including content and account management
• Collaborate with Ticket Operations to manage Season Ticket Member relocation process
• Work alongside Ticket Sales Leadership to ensure proper training and development for Ticket Sales Staff

• Responsible for researching and developing robust programming to aid in service efforts
• Work with and maintain strong relationships with other departments and executive team
• Collaborate across departments to execute service campaigns that drive awareness and build urgency
• Perform other related duties and tasks as necessary.

Minimum Qualifications for the Position:

• Bachelor’s Degree Required

• Minimum 3-5 years sales and service experience, preferably with a sports team or closely related industry
• Work schedule must be flexible and be able to work weekends and holidays
• Proficient in Microsoft Office. Knowledge of Ticketmaster/Archtics, Microsoft Dynamics CRM and Adobe Photoshop is a plus

Critical Competencies

• Excellent organizational skills
• Strong work ethic with an ability to multitask, prioritize, and complete tasks in a high-pressure environment
• Must be comfortable working within deadlines
• Ability to quickly and efficiently solve problems on-the-spot
• Strong writing, verbal, and presentation skills
• Ability to develop and maintain strong relationships with internal peers and external partners

Pegula Sports & Entertainment, LLC is an Equal Opportunity Employer