The Hurricane Club’s focus is to provide world-class customer service, through relationship-based service skills to increase Season Ticket Holder and donor loyalty, customer satisfaction, and retention rates. The Manager, Client Experience is directly responsible for all retention and revenue goals associated with a defined base of existing season ticket holders and donors including renewals, referrals, add-ons, and upgrades for luxury suite holders, premium seating areas, club seat areas, and Hurricane Club accounts. Moreover, the Manager, Client Experience will develop excellent relationships with accounts and deliver customized communications, events, programs, and benefits to Hurricanes fans and donors.

Responsibilities:

Manage a dedicated book of business of accounts using outbound and inbound calls, e-mail, and in-person meetings in a fast and accurate manner. Manage, retain, and grow assigned book of business through renewed seats and annual fund donations. Process payments, relocation requests, account transfers, address changes, ticketing issues, and any other account-related duties. Ensure all account communications are accurately completed and logged in CRM. Assist in ensuring all spaces at Hard Rock Stadium, Watsco Center, and Mark Light Field are set up appropriately and ready to wow customers. Assist in the planning and execution of gameday and special events across all sports. Responsible for the implementation and execution of all applicable department business plans designed to meet or exceed annual fund and ticket goals. Create service incentive programs to maintain a positive service culture and fan environment. Create and execute ticket holder engagement programs and call campaigns including, but not limited to, cancellations, past-due accounts, survey questions, event invites, and renewal likelihood. Perform customer service-based duties for assigned home games, events, and special events. Other duties/assignments as assigned.

The ideal candidate will have:

Proven experience using relationship-based service skills over the phone, through writing and in-person communication channels
A passion for building relationships with people and natural 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 communication skills
A Bachelor’s Degree
Two years of customer service and/or revenue-driven sales experience preferred
The ability to work long and flexible hours including evenings, weekends, and holidays
Proficiency in MS Office programs (Word, Excel, and Outlook)
Ticket system experience preferred

About University of Miami

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

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