What are the responsibilities and job description for the Manager, Membership Services position at Florida Panthers?
The Florida Panthers enter the 2025-26 season as the two-time defending Stanley Cup Champions, having gone to the Stanley Cup Final in each of the past three seasons. The National Hockey League’s southernmost team, the Panthers have reached the postseason in a club-record six consecutive campaigns. The Panthers operate four facilities in Broward County, Florida: Amerant Bank Arena in Sunrise, the Panthers IceDen in Coral Springs, the new state-of-the-art practice facility Baptist Health IcePlex in Fort Lauderdale, as well as the renovated War Memorial Auditorium, which hosts concerts and events for the South Florida faithful.
An organization with deep roots in the community, the Panthers are owned by Vincent J. Viola, a graduate of the United States Military Academy at West Point and a veteran of the U.S. Army. Emphasizing a culture of selfless service both on and off the ice, the Panthers pillar program ‘Heroes Among Us’ honors a United States military veteran at every game and the Florida Panthers Foundation has four main focuses including veterans affairs, children's health and education, raising awareness for the endangered Florida panther and growing youth hockey.
Job Title: Manager, Membership Service
Department: Membership Service
Reports To: Senior Manager Membership Service
FLSA: Exempt
Employment Type: Full-Time
Location: Amerant Bank Arena
Job Summary:
Join a championship organization experiencing record growth. The Florida Panthers seek a Manager, Membership Service to lead and elevate the team at Amerant Bank Arena. This role focuses on service strategy, retention, and delivering an exceptional member experience. The ideal candidate is a strong leader who builds relationships, drives engagement, and motivates a high-performing team committed to satisfaction and loyalty.
Job Functions:
Specific duties include but are not limited to:
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- Support Membership Service team day-to-day operations during office hours, Florida Panthers home games, and Territory Member Events through guidance on situations.
- Oversee and lead team to meet and exceed organization retention goals and growth strategy.
- Manage and assist with the development and planning of Territory Member renewal campaign with communication, renewal benefits, and employee engagement.
- Manage, respond, and resolve Territory Member challenges, complaints and requests in a timely manner while providing insights to leadership and service team.
- Engage with Members to ensure an exceptional experience is delivered while developing and maintaining strong relationships.
- Organize ongoing training and development program for Membership Service Team Members on topics such as handling hard conversations, relationship building, and renewal preparation.
- Provide accurate touchpoint and client engagement reports to management in a timely and consistent manner.
- Provide individual coaching to Account Mangers on the Membership Service team through bi-weekly one on ones to meet and exceed service levels, aligning with the Florida Panthers standards and company values.
- Collaborate with Sanza, Partnerships, Panthers Intelligence, and other applicable departments as needed to ensure organizational alignment, enhance processes, benefits, and drive growth.
- Maintain a strong knowledge of business and entertainment initiatives.
- Other duties and special projects as assigned.
- Support Membership Service team day-to-day operations during office hours, Florida Panthers home games, and Territory Member Events through guidance on situations.
- Oversee and lead team to meet and exceed organization retention goals and growth strategy.
- Manage and assist with the development and planning of Territory Member renewal campaign with communication, renewal benefits, and employee engagement.
- Manage, respond, and resolve Territory Member challenges, complaints and requests in a timely manner while providing insights to leadership and service team.
- Engage with Members to ensure an exceptional experience is delivered while developing and maintaining strong relationships.
- Organize ongoing training and development program for Membership Service Team Members on topics such as handling hard conversations, relationship building, and renewal preparation.
- Provide accurate touchpoint and client engagement reports to management in a timely and consistent manner.
- Provide individual coaching to Account Mangers on the Membership Service team through bi-weekly one on ones to meet and exceed service levels, aligning with the Florida Panthers standards and company values.
- Collaborate with Sanza, Partnerships, Panthers Intelligence, and other applicable departments as needed to ensure organizational alignment, enhance processes, benefits, and drive growth.
- Maintain a strong knowledge of business and entertainment initiatives.
- Other duties and special projects as assigned.
Qualifications:
- Strong presentation, communication, organization, and time management skills.
- Ability to multi-task and prioritize both important and urgent requests.
- Experience working with all levels within an organization from assistants to CEO’s.
- Experience working with multi-year and contractual agreements.
- Critical thinker, self-driven, motivated, results and solution oriented.
- Strong commitment and passion to building relationships and deliver world class service.
- Strong work ethic and a desire to continue a career in professional sports.
- SeatGeek and Unify or Ticketmaster and Archtics, and Microsoft Office experience required.
- Minimum of 3-5 years of increasingly responsible experience in customer service and sales role, preferably with a sports facility/professional team.
- Live and work by the CATS values – Commitment, Attitude, Trust, and Standards.
- Proven track record of consistently exceeding corporate objectives and expectations.
- Bachelor’s Degree (B.S.) from four-year college or university.
Position Type/Expected Hours of Work:
This is a an Exempt Full-Time position. Hours of work are based on event schedule and include nights, weekends and occasional holidays.
At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.
We welcome all to apply and join our team.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.