The focus of the Hurricane Club is to provide world-class customer service, through relationship-based service skills to increase Season Ticket Holder and donor loyalty, customer satisfaction, and retention goals. The Senior Director, Client Experience is directly responsible for all retention and revenue goals associated with the athletic departments ticketed sports and annual fund members. Moreover, this role will develop excellent relationships with accounts and deliver customized communications, events, programs, and benefits to Hurricanes fans and donors.

Responsibilities:

Lead a team that prioritizes highly responsive service to all phone, email, live chat, and text messages. In coordination with Assistant AD, Sales & Service, develop and implement annual fund solicitation and touchpoint campaigns. Manage a dedicated book of business of accounts using outbound and inbound calls, email, and in-person meetings in a fast and accurate manner daily. Develop strategic renewal campaigns with omnichannel touchpoints targeting at-risk accounts. Plan all season ticket holder communication by determining cadence and content while collaborating with Consumer Marketing team for copy and design. Design and build a sustainable tenure-based program to reward loyalty by executing highly personalized WOW moments for fans. 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 special events calendar that adds value to the fan experience and creates opportunities for luxury suites. Develop a comprehensive gifting program that rewards premium/luxury season ticket holders. Create and develop a turnkey process for the execution of the luxury suite rental program for football, baseball, and basketball. 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.

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 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
Four years of customer service experience 
Two years of direct supervision in customer service preferred
The ability to work long and flexible hours, including evenings, weekends, and holidays
Proficiency in MS Office programs (Word, Excel, and Outlook)
Experience using a ticketing system and Salesforce CRM 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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