Manager, Membership Services

Summary

The Manager, Membership Services will be responsible for training our full-time Account Executives, seasonal support and game day staff as well as managing our member service phone line and email inbox, resolving escalated issues, building out our client database, providing interaction that is reflective for a model professional sports franchise, always with the goal of driving renewals and revenue. This position will serve to provide support to the Service Team.

Essential Responsibilities

• Assist in managing Account Executive, Membership Service team to set revenue and daily best practice goals. Manage progress and efforts toward achieving these goals. Hire, train, and coach this team.
• Oversee all executable action items related to Season Ticket Member retention and customer service.
• Execute business strategy for all Season Ticket Member retention efforts, including launch of auto-renewal.
• Build and manage the Guest Services Team and Seasonal Team for Membership Services.
• Respond and resolve to escalated customer complaints, requests, and inquiries.
• Plan and participate in various Season Ticket Member events and programs.
• Assist in developing and delivering customized benefits, programs, and events to drive loyalty with season ticket member base.
• Maintain up-to-date knowledge of season ticket software and processes (Archtics, Salesforce, etc.)
• Enthusiastically communicates all team events, season ticket member benefits, and stadium details.
• Create and implement cross-selling and upgrade strategies for our Season Ticket Members.
• Host one-on-meetings to update Account Executive, Member Services on progress, go over KPIs, and share best practices to achieve goals.
• Other duties as assigned by management.
  
  

Skills And Attributes

• College degree preferred.
• 3-5 years of experience
• Working knowledge customer service best practices and conflict resolution
• Highly and self-motivated with the desire to be successful.
• Excellent verbal communication and written skills.
• Ability to organize and prioritize tasks.
• Positive attitude and strong work ethic.
• Candidate should be competitive, professional, and self-starting.
• Ability to work well within a team environment or independently.
• Minimum of one-year sales experience in F2F selling, outbound sales, entertainment or sports industry preferred.
• Must have a passion for customer service and ability to seek new sales opportunities.
• MS Word, Excel, Outlook and basic computer skills required.
• Experience or working knowledge of Ticketmaster Archtics platform and Salesforce CRM a plus.
  
  

The Los Angeles Chargers are committed to building a diverse, equitable and inclusive work environment that reflects our incredibly diverse fan base. We provide an environment of mutual respect where equal employment opportunities are available to all employees and applicants without regard to ancestry, race, color, religion, sex, gender, gender identity, gender expression, national origin, age, disability, medical condition, marital status, military or veteran status, genetic information, sexual orientation, or other status protected by applicable federal, state, or local law. We believe diversity and inclusion among our employees is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.