Director, Membership Services

Job Summary

• Execute, track, and adjust our retention strategies to ensure we meet our yearly ticket sales and revenue goals.     


• Oversee Manager of Membership Services to set revenue and daily best practice goals for all Membership Services Executives. Manage progress and efforts toward achieving these goals.    


• Provide and oversee all customer service initiatives for Season Ticket Members. This includes handling inbound customer calls, ensuring customer satisfaction, responding to and creating solutions for customer questions/concerns.   


• Develops the renewal sales timeline. Coordinates all written and digital communication related to our retention strategy.     


• Assist in creating and executing annual Season Ticket Member events. Manage our Season Ticket Member events calendar and all communication regarding upcoming events.    


• Implement and adjust Season Ticket Member benefits and programs to continue creating value for these package holders.    


• Responsible for timely communication with Season Ticket Members regarding important club information. Plan and execute weekly and monthly communication plans.    


• Regularly develops and implements sales training related to the retention area of the business.  


•  Work closely with Director of Ticket Sales to ensure that our new business and retention strategies align.   


• Additional duties as assigned by the Vice President of Ticket Sales or Senior Management.    

• History of managing a sales/service team and exceeding organizational sales goals.     


• Existing knowledge of the sales process to increase retention rates & generate new ticket sales through referrals and the existing fan base.  


• Ability to develop and execute a detailed touchpoint strategy in order to increase Season Ticket Member club attachment and create strong relationships between Season Ticket Members and their Service Executive.    


• Excellent verbal and written communication skills.    


• Ability to manage multiple tasks, attend to detail and meet short deadlines.    


• Ability to acquire or produce and maintain a valid driver’s license and meet company vehicle driving standards.     


• Knowledge of the Major League Soccer.   


• Advanced sales training.   


• Microsoft Dynamics CRM experience.