What are the responsibilities and job description for the Coordinator, Membership Services position at Henderson Silver Knights?
Position Summary:
The Henderson Silver Knights are seeking a Coordinator, Membership Services, who will serve as a key relationship builder for Foley Entertainment Group’s (FEG) Henderson Silver Knights (HSK) and Vegas Knight Hawks (VKH). This position combines sales and service to deliver exceptional member experiences, strengthen long-term relationships, and drive revenue growth through renewals, upgrades, and referrals. The ideal candidate is passionate about creating unforgettable fan experiences while meeting and exceeding business objectives.
Position Highlights:
- Drive membership retention, satisfaction, and revenue growth for HSK and VKH.
- Serve as the primary liaison for Season Ticket Members, fostering strong, personalized relationships.
- Contribute to the overall success of the Ticketing department through proactive communication, creative engagement, and excellent service delivery.
- Represent FEG’s commitment to excellence during all home games, events, and member interactions.
Core Responsibilities:
- Retention & Renewals: Achieve annual retention and revenue goals by providing outstanding service and delivering value-driven renewal experiences.
- Relationship Building: Develop and maintain strong, authentic relationships with assigned accounts through proactive communication, including in-person meetings, calls, emails, and personalized touchpoints.
- Member Experience: Serve as the trusted advisor for Season Ticket Members, resolving issues quickly while anticipating and addressing future needs.
- Data & Reporting: Maintain accurate, timely account information within CRM and ticketing systems.
- Events & Engagement: Assist in planning and executing member events such as skating sessions, happy hours, viewing parties, and focus groups, including invitation management, RSVP tracking, and on-site event support.
- Game Day Responsibilities: Represent the organization at all HSK and VKH home games and select events, assisting with member engagement and service needs.
- Outreach: Conduct 40–50 proactive outbound calls daily to strengthen relationships and drive engagement.
Qualifications
- Education: Bachelor’s degree in business, sales, marketing, sports management, or related field (required).
- Experience: Minimum 1–2 years of ticket sales or service experience, preferably within professional or collegiate sports.
- Communication: Excellent verbal and written communication skills with the ability to engage confidently with diverse audiences.
- Problem-Solving: Strong critical thinking skills with a focus on resolving member concerns effectively and professionally.
- Organization: Exceptional time management and prioritization skills to thrive in a fast-paced, dynamic environment.
- Technical Skills:
- Experience using ticketing systems and CRM platforms (Salesforce, Microsoft CRM, etc.).
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Team Player: Positive, resilient, and collaborative approach with a commitment to enhancing the member experience.
Professional Attributes
- Passionate about sports and delivering outstanding customer service.
- Self-motivated with a strong sense of ownership and accountability.
- Adaptable to changing priorities and business needs.
Physical Requirements:
- Ability to sit for extended periods at a computer workstation
- Occasional standing, walking, and light lifting (up to 25 pounds)
- Manual dexterity for typing, filing, and operating office equipment
- Visual acuity to read documents, computer screens, and written materials
- Hearing ability to participate in meetings and telephone conversations
- Ability to travel occasionally as required by business needs
Work Environment:
- Primary work location in a modern office environment with standard office equipment
- Regular exposure to arena/venue environments with varying temperatures, noise levels, and crowd conditions
- Frequent attendance at games, events, and entertainment functions in fast-paced, high-energy settings
- Exposure to outdoor elements when traveling between venues or attending outdoor events
- Work schedule includes regular evening and weekend hours during hockey season and special events
- Frequent interaction with executives, staff, clients, and external stakeholders
Company Overview:
Foley Entertainment Group (FEG) is a leading sports and entertainment company dedicated to providing premier experiences to fans and guests. Founded by Bill Foley, FEG manages a diverse portfolio of assets built on the four pillars of Sports, Hospitality, Venues, and Foundations.
FEG’s sports division is anchored by the Stanley Cup champion Vegas Golden Knights of the NHL. The company also owns the Henderson Silver Knights (AHL) and the Vegas Knight Hawks (IFL), which play at the company-managed Lee's Family Forum.
Expanding its reach globally, the company holds international football interests, including England's Premier League club AFC Bournemouth and a majority ownership in Auckland FC. Through these strategic holdings, FEG continues to grow its influence as a major player in the global sports and entertainment landscape.
Equal Opportunity Statement
Foley Entertainment Group is an equal opportunity employer. We are committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability status, veteran status, or any other characteristic protected by law. This policy applies to all aspects of the employment relationship, including recruitment, hiring, training, compensation, promotion, and termination. We strive to create and maintain a positive, supportive work environment free from discrimination and harassment.