Senior Manager, Membership Services

Responsibilities

• Oversee the entirety of the Season Ticket Member platform, including annual retention and year-round service and engagement strategies for the general Season Ticket Member base.
• Drive the creation, planning and execution of the annual renewal and relocation campaigns, while maximizing member retention and revenue generation.
• Lead an elite Membership Services team by recruiting, interviewing, training, developing and mentoring a talented group of individuals.
• Troubleshoot issues that may arise from Season Ticket Members and the organization to determine appropriate resolution and act as a leadership point of contact for all escalated communications.
• Lead the Season Ticket Member onboarding process and touchpoint strategies throughout each season to build and maintain a high level of member engagement.
• Responsible for ongoing training and education of team members in the areas of customer service, account management, revenue generation, cross-selling, referrals, etc.
• Develop and track goals for individual team members and the department.
• Carry out one-on-one meetings with the Membership Services team to identify issues, help troubleshoot, and establish a relationship with the goal of helping each team member perform their jobs at the highest level.
• Collaborate with Marketing, Public Relations, Operations, Finance and other internal departments to ensure synergy and strong relationships across the board.
• Proactively recognize and anticipate challenges and opportunities for the team and the department.
• Assist in the creation and management of the overall Ticketing department budget.
• Track all season ticket member renewals, feedback, attendance, event RSVPs, and other relevant member information in CRM to create reports and recaps.

Qualifications

• Bachelor’s Degree in Business, Sports Management, Hospitality, or related field.
• A minimum of three (3) years of relevant work experience, preferably in the areas of sports business sales, service, revenue generation, retention, etc.
• A minimum of one (1) year of experience in a people leadership role.
• Strong leadership drive with a desire to lift, lead, and serve others.
• Solid work ethic, team-oriented attitude, and enthusiastic about contributing to the success of the department and Club in a fast-paced environment.
• A proven track record in relationship building with excellent interpersonal and communication skills.
• Exceptional attention to detail, problem resolving ability, and ability to meet deadlines under pressure.
• Ability to organize and delegate responsibilities of projects and tasks to ensure timely completion of all obligations.
• Ability to work flexible hours including evenings, weekends, and holidays as necessary.
• Working knowledge of Salesforce and Archtics preferred.