Manager of Membership Services & Engagement

The Manager of Membership Services is responsible for leading the day-to-day operations of the Membership Services team while delivering exceptional service, retention, and engagement outcomes for Charlotte Hornets Season Ticket Members. Reporting to the Director of Membership Services & Engagement, this role manages Membership Account Managers, oversees account servicing and renewal execution, and ensures consistent delivery of fan-first service standards across all member touchpoints.

Core Values

The Charlotte Hornets organization embodies the following core values

• Integrity
• Teamwork
• Competitiveness
• Candor
• Accountability
• Resilience

Essential Duties and Responsibilities

• Lead and manage the Membership Services team, ensuring consistent delivery of best-in-class service to all Season Ticket Members.
• 1-2 years of leadership experience
• Supervise, coach, and develop Membership Account Managers, including onboarding, training, performance management, and professional development.
• Lead and manage the season ticket renewal process, including outreach, follow-up, and account servicing.
• Provide guidance, training, and mentorship to Account Managers and Membership Services team members.
• Partner with ticket sales leadership to train sales representatives on upselling and cross-selling opportunities, including partial plans, group tickets, and premium products.
• Assist in the development and execution of membership service campaigns, events, and engagement programming.
• Support payment collection efforts for season tickets and other ticket packages in coordination with finance and ticketing teams.
• Leverage technology and CRM tools to improve service efficiency and enhance the member experience.
• Process additional ticket requests and special accommodations for Season Ticket Members.
• Assist with planning and execution of sales and service-related events.
• Perform game day responsibilities, including client engagement and fulfillment of member needs.
• Compile, analyze, and report member feedback, trends, and service metrics to senior leadership.
• Collaborate closely with the ticket sales team on assigned accounts to ensure a seamless sales-to-service transition.
• Support onboarding and orientation of new Season Ticket Members.
• Create, update, and maintain service, renewal, and performance reports.
• Maintain accurate and up-to-date member account information within the ticketing and CRM systems.
• Perform administrative duties and other responsibilities as assigned.

Required Skills, Experience and Abilities

To perform the job successfully, you should demonstrate the following competencies:

• Bachelor’s degree from an accredited college or university in Sports Administration, Business, or a related field.
• 3–5 years of experience in ticketing, membership services, or customer service, preferably in sports or live entertainment.
• Previous experience managing or leading teams, including coaching, training, and performance oversight.
• Strong understanding of season ticket servicing, renewals, and retention best practices.
• Demonstrated ability to build relationships, resolve issues, and deliver exceptional customer experiences.
• Excellent leadership, interpersonal, and communication skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM systems, ticketing platforms (Ticketmaster preferred), and Microsoft Office applications.
• Detail-oriented with strong problem-solving and decision-making abilities.
• Ability to work evenings, weekends, and holidays, including all home games and select team events.
• Dependable, adaptable, and committed to a collaborative, fan-first culture.

Additional Information

This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.

HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered