Director, Service - University of Miami

LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Legends IQ, Attractions, and Growth Enterprises – offering clients and partners a 360-degree data and analytics-fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

 

UNIVERSITY OF MIAMI

The University of Miami has entered a long-term partnership with Legends to oversee athletics ticket sales, customer service, annual fund solicitation/engagement, ticket operations, digital marketing, corporate partnerships, and multi-media rights opportunities.  In addition, Legends will represent the University in developing campus-wide strategic partnerships.  As the exclusive partner for Miami Athletics, Legends will engage Hurricanes fans and donors, local and regional South Florida businesses, and national brands with unique and integrated sponsorship, ticketing, and hospitality options. 

 

THE ROLE

The Director, Service is directly responsible for all retention and revenue goals associated with the athletic departments’ ticketed sports. This role will develop excellent relationships with non-premium product season ticket members and deliver customized communications, events, programs, and benefits to Hurricanes fans and donors.  Reporting to the Assistant Vice President of Sales & Service, the Director, Service will play a pivotal role in creating a first-in-class service department. 

 

ESSENTIAL FUNCTIONS

• Recruit, train, and lead a team that prioritizes providing timely responsiveness, proactive customer service, and renewal revenue accomplishment for each of the four (4) ticketed sports: Football, Men’s Basketball, Women’s Basketball, Baseball.
• Manage a dedicated account book of business through outbound/inbound calls, email outreach, texting outreach, and meetings in a fast and accurate manner daily.
• Revenue success means accomplishing:
• A team renewal percentage target for each ticketed sport.
• Personal book of business renewal percentage target.
• Student Impact Donation (SID) generation goal from successfully turning Season Ticket Holders into Hurricane Club Members.
• A determined quantity of referrals generated from existing Season Ticket Holders for the sales team to act on.
• Develop strategic renewal campaigns for the non-premium service staff to activate through omnichannel touchpoints targeting and acting on at-risk accounts.
• Plan all season ticket holder communication by determining cadence and content while collaborating with the Digital Marketing team for copy and design.
• Design and build a sustainable tenure-based program to reward loyalty by executing highly personalized magic moments for Season Ticket Holders and Hurricane Club Members.
• Execute ticket holder engagement programs and call campaigns including, but not limited to, cancellations, past due accounts, survey questions, event invites, and renewal likelihood.
• Develop a year-round Season Ticket Holder special events calendar that adds value to the fan experience.
• In coordination with Director, Premium Service, ensure that non-Premium and Premium Season Ticket Holders feel a sense of value and thus both buckets of Season Ticket Holders become more apt to renew.
• In coordination with the Assistant Vice President, Engagement, develop and implement annual fund solicitation and touchpoint campaigns to help accomplish a volume goal of new or renewed Hurricane Club Members.
• Assist in ensuring all spaces at Hard Rock Stadium, Watsco Center, and Mark Light Field are set up appropriately and ready to wow our fans.
• Other duties/assignments as assigned.

 

QUALIFICATIONS

• Proven experience using relationship-based service skills over the phone, through writing and in-person communication channels
• A passion for building relationships with customer service instincts
• A positive and resilient team-centric attitude with a professional demeanor
• Advanced time management, multi-tasking, and prioritization skills
• Strong critical thinking, problem-solving, and conflict-resolution skills
• Excellent written and verbal communica