Director, Membership Services

Job Summary

• Manage  the Fan Relations Staff in a strategic way to accomplish fan, department and organization objectives


• Design/implement with the VP of Sales & Service a regular accountability/tracking platform for evaluating success and proper activity of retention efforts year round


• Work directly with Supporter Groups to maintain open communication and positive relations between the club and the fans


• Be an integral part of helping communicate and implement the 25th Anniversary Season with our Season Members and all fans


• Oversee the integration of the AXS platform and application for Season Members in 2020


• Work with Premium Membership Services to align all efforts and support their retention goals


• Constantly be developing new strategies and approaches to improve member relationships with the club


• Manage any expense related items with the VP of Ticket Sales 


• Be a active part of the Senior Sales and Service Management team


• Creatively organize messaging and touchpoint campaigns for the Fan Relations Staff


• Plan and organize Season Member events which provide fans a chance to build their loyalty with the club, and allow Fan Relations representatives to build better relationships with their clients


• Monitor and report on activity results…call logs, stadium tours, commitment reports, PAF, etc.


• Troubleshoot challenges of each rep and training needs for overall and individual improvement of Fan Relations staff members

• Management Experience – includes a willingness to hold accountable those in the position stewardship  


• Sports Ticket Sales & Service departmental understanding


• Ability to work with people to find creative solutions


• Ability to listen and be patient in understanding what people mean (not what they say)


• Professional demeanor in dress, appearance, interaction, and task management


• Ability to be personally accountable to planning and executing a plan


• Nights and Weekends – long hours 


• Customer Service experience in high volume operation 

• Soccer Culture/Supporter Culture understanding and appreciation


• AXS Ticketing Platform experience/understanding


• Strong sales knowledge and experience

• Bachelor’s Degree preferred

• Professional Training, Certification, or Experience in Customer Service