Membership Services & Engagement Manager

The North Carolina Courage, a member of the National Women’s Soccer League (NWSL), seeks a Membership Services & Engagement Manager to create a best-in-class membership experience that drives long-term loyalty and retention for season ticket members.

About the Role

This role serves as the primary service contact following the sale, ensuring members receive proactive communication, personalized support, and a best-in-class membership experience. The Membership Services & Engagement Manager owns the execution, communication, and continuous improvement of the Club's membership benefits program while partnering cross-functionally to ensure seamless delivery throughout the season. The role also supports renewals, identifies upsell opportunities, and maximizes member lifetime value.

Responsibilities

• Serve as the primary post-sale service contact for assigned Season Ticket Members and Flex Pass Members.
• Build proactive relationships through scheduled outreach focused on engagement, satisfaction, education, and retention.
• Resolve ticketing issues including mobile ticket management, exchanges, transfers, account updates, payment assistance, and account maintenance.
• Manage payment plans, declined payments, account corrections, and related administrative functions.
• Maintain detailed CRM records documenting all customer interactions and follow-up.
• Respond promptly and professionally to member inquiries via phone, email, text, and in-person interactions.
• Support premium members and hospitality clients as assigned.
• Collaborate with Account Executives regarding member concerns, renewal strategies, and upsell opportunities.
• Own the execution and ongoing management of all Season Ticket Member and Flex Pass member benefits.
• Develop and maintain annual benefit fulfillment calendars and internal timelines.
• Coordinate fulfillment of membership gifts, merchandise programs, exclusive member offers, digital benefits, and additional membership inclusions.
• Ensure all membership benefits are delivered accurately, on time, and consistently throughout the season.
• Evaluate current member benefits and recommend enhancements that improve the overall membership experience and retention.
• Lead all member-facing communications related to membership benefits, exclusive events, and engagement opportunities.
• Manage event invitations, registration, RSVP tracking, reminders, confirmations, waitlists, and post-event follow-up communications.
• Serve as the Ticketing Department's primary liaison for member communications surrounding exclusive experiences.
• Partner closely with the Club's Events Manager to ensure all membership event expectations, attendance lists, timelines, and member communications are delivered successfully.
• Support member event execution on-site while the Events team maintains ownership of overall planning and production.
• Serve as the Ticketing Department lead for membership benefit fulfillment.
• Collaborate with Marketing, Merchandise, Game Day Operations, Partnerships, Finance, Community Relations, and Stadium Operations to successfully deliver membership programs.
• Coordinate all ticketing-related operational needs necessary to support member benefits and experiences.
• Support annual membership renewal campaigns through proactive service and relationship management.
• Identify opportunities to increase member lifetime value through seat upgrades, additional memberships, premium experiences, Flex Pass conversions, and cross-product purchases.
• Generate referrals through exceptional service and relationship development.
• Collaborate with Ticket Sales leadership and Account Executives on retention strategies for at-risk accounts.
• Meet annual retention goals and individual upsell revenue goals established by department leadership.
• Manage post-match member feedback and customer satisfaction initiatives.
• Analyze recurring member feedback trends and recommend operational improvements.
• Serve as the internal voice of the member by providing insights that improve service, communication, and membership value.
• Track engagement and service metrics while preparing recurring reports for Ticketing leadership.
• Complete a minimum of 35 outbound calls or three hours of daily phone engagement each business day.
• Maintain a minimum of 90 documented daily member touchpoints through calls, emails, text messages, meetings, and other approved communication methods.
• Participate in all NC Courage home matches, membership events, and other assigned Club functions.

Requirements

• Bachelor's degree in Sports Management, Business, Marketing, Communications, or a related field, or equivalent professional experience.
• Two to four years of experience in ticket sales, membership services, customer success, hospitality, or professional sports.
• Exceptional customer service and relationship-building skills.
• Excellent written and verbal communication skills.
• Highly organized with strong project management and time management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working collaboratively across multiple departments.
• Proficiency with Microsoft Office and CRM platforms.
• Ability to work evenings, weekends, and holidays, including all NC Courage home matches.

Preferred Qualifications

• Experience with Salesforce CRM.
• Experience with Jump or similar ticketing platforms.
• Professional sports or live event experience.
• Demonstrated success in member retention, customer success, or account management.

Success in the First Year

• Achieve season ticket retention goals.
• Successfully execute all Season Ticket Member and Flex Pass benefits.
• Deliver all member communications accurately and on time.
• Meet outbound activity and touchpoint expectations.
• Achieve annual upsell revenue goals.
• Maintain high member satisfaction scores.
• Identify and implement at least 2–3 improvements to the membership experience.

Values

• Integrity – Transparent, trustworthy relationships with our fans and ourselves.
• Community – Creating a sense of belonging in a diverse, inclusive environment.
• Accountability – Responsible for our words, our actions, and our results.
• Respect – Regard for treating others with dignity and acceptance.
• Excellence – Strive towards greatness in ourselves, club, and community and culture.

Benefits

• Comprehensive Health Benefits: Choose between PPO or HSA options.
• Flexible PTO: Trust-based time off to recharge and perform at your best.
• Work-From-Anywhere (2x per year): Flexibility to work remotely outside the Raleigh area twice a year.
• Hybrid Work: In-office environment with flexibility to work from home for the 2026 season.
• 401(k): Enrollment eligibility starts at 3 months.
• Courage Swag: Exclusive team apparel and gear throughout the season plus 4 season tickets to share with friends & family.