What are the responsibilities and job description for the Manager - Membership Services position at Henderson Silver Knights?
The Manager, Membership Services is responsible for leading the day-to-day service strategy and execution for season ticket members. This role oversees a team of Service Coordinators, ensuring best-in-class member experience, retention, and operational efficiency across all touchpoints. The position plays a critical role in optimizing membership processes, driving engagement, and supporting revenue retention initiatives.
Responsibilities:
- Lead, coach, and develop a team of Membership Service Coordinators to deliver exceptional service and relationship management
- Establish performance expectations, KPIs, and accountability standards for the service team
- Conduct regular one-on-ones, training sessions, and performance evaluations
- Foster a culture of proactive service, responsiveness, and continuous improvement
- Oversee all aspects of the season ticket member lifecycle, from onboarding through renewal
- Develop and execute service strategies that drive retention, satisfaction, and long-term loyalty
- Monitor member feedback, trends, and service metrics to identify opportunities for enhancement
- Partner with internal teams to deliver premium experiences, events, and touchpoints for members
- Manage and optimize all membership service processes, including onboarding, account management, renewals, and issue resolution
- Ensure consistent execution of service standards and communication across all member interactions
- Oversee CRM usage, data integrity, and reporting related to membership accounts
- Identify inefficiencies and implement scalable solutions to improve workflows and service delivery
- Support revenue-driving initiatives, including renewals, upselling, and member engagement campaigns
- Collaborate on special projects, events, and playoff or high-demand ticketing processes
- Provide regular reporting and insights to senior leadership
- Assist in developing long-term membership service strategies aligned with organizational goals
- Maintain individual book of business of high value and potentially high risk members
Qualifications:
- Bachelor’s degree in Sports Management, Business, or related field
- 5 years of experience in membership services, ticketing, or client relationship management
- 2 years of leadership experience managing direct reports
Required Knowledge/Skills/Job Qualifications:
- Leadership & Team Development
- Customer Experience Management
- Operational Excellence
- Strategic Thinking & Execution
- Communication & Relationship Building
- Data-Driven Decision Making
- Strong understanding of season ticket member lifecycle and retention strategies
- Experience with CRM systems (e.g. Back Office, Kore)
- Exceptional communication, leadership, and problem-solving skills
- Ability to thrive in a fast-paced, high-volume environment
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.