The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences. The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; and The Chicago Theatre. Other MSG properties include legendary sports franchises: the New York Knicks (NBA) and the New York Rangers (NHL); two development league teams – the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and esports teams through Counter Logic Gaming, a leading North American esports organization, and Knicks Gaming, MSG’s NBA 2K League franchise. In addition, the Company features the popular original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces New England’s preeminent Boston Calling Music Festival. Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, Beauty & Essex and Vandal. More information is available at www.themadisonsquaregardencompany.com
The Client Relationship Specialist will provide exemplary service to 550 plus New York Rangers ticket accounts, in an effort to maximize retention, cross-sell and up-sell customers into other MSG ticket and hospitality products. Successfully service, grow and enhance customer satisfaction, while contributing to department wide revenues more than $200 million plus annually. Maximize retention and renewal revenues for MSG Teams’ franchises via year-round service and relationship-focused efforts to retain and renew existing subscription and partial subscription account clients. Coordinate the implementation of retention marketing programs, events and service initiatives. Work in conjunction with Account Executives, Sales Team and Premium Team to present new subscription and premium seating opportunities in new arena. Develop and maintain account contact database records related customer service calls, correspondence and seat visits in addition to other retention-related programs. Foster positive, cooperative internal relationships with departmental co-workers as well as key inter-departmental contacts.
Specific Functions/Activities Summary
Maximize retention/renewal revenues and support new sales/up-sales and cross-sales for all MSG teams/franchises via year-round service and relationship-focused efforts to retain and renew existing subscription and partial subscription account clients Coordinate in the implementation of retention marketing programs, events and service initiatives as defined by management. Coordinate with A.E./Sales team to present new subscription and premium seating opportunities heading into new building or building renovation. Develop and maintain account contact database records of year-round service related customer “touches” – pro-active calls, correspondence and seat visits in addition to other retention-related programs. Foster positive, cooperative internal relationships with departmental co-workers as well as key inter-departmental contacts. Achieve new business goals by mining the Knicks subscriber ticket base and executing outbound calls to various Knicks and MSG segments.
2-3 years experience in strong service environment, preferably in hospitality, sports and/or entertainment fields. Strong Knowledge of leading brand and experientially-driven customer service principles. Familiarity and skill in handling elite-level client service issues and managing affairs with potential new corporate and personal clients from the general public. Ability to think and function with service-oriented mid-set despite challenging client expectations/urgency. Demonstrated success in communicating and executing company policies and standards under frequently challenging circumstances with key clients where millions of dollars in revenue are in-play. Demonstrated experience in support/enabling defined marketing, promotions, special events, etc. with the goal of cultivating new business opportunities and new revenue streams while driving retention of customers. Demonstrated Presentation/High Touch Client Relations Capability Superior Communication skills, Organization Skills, Self-Motivated and Service Oriented Excellence in maintaining and managing elite-level client relationships Salesmanship, creativity and problem-solving skills Sales Experience a plus Willingness to work long hours, weekends and possibly holidays Multi-tasking across activities and functions Interpersonal skills Ability to address and solve problems, often under duress Ability to operate specific ticketing and database management systems
Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.Educational requirements may differ from job to job based on the role.
At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.