What are the responsibilities and job description for the Senior Manager, Membership Services position at Nashville Soccer Club?
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The Senior Manager, Membership Services will be charged with driving season ticket retention through successful training and development of the team, creating accountability goals and metrics, as well as spearheading a best-in-class season ticket member engagement strategy. This position will report to the Senior Director, Premium & Membership Services.
RESPONSIBILITIES:
- Oversee the entirety of the Season Ticket Member platform, including annual retention and year-round service and engagement strategies for the general Season Ticket Member base.
- Drive the creation, planning and execution of the annual renewal and relocation campaigns, while maximizing member retention and revenue generation.
- Lead an elite Membership Services team by recruiting, interviewing, training, developing and mentoring a talented group of individuals.
- Take ownership of season ticket member events, gift planning, creating customized member programs and generate other unique experiences and benefits to enhance member experience and retention.
- Troubleshoot issues that may arise from Season Ticket Members and the organization to determine appropriate resolution and act as a leadership point of contact for all escalated communications.
- Lead the Season Ticket Member onboarding process and touchpoint strategies throughout each season to build and maintain a high level of member engagement.
- Responsible for ongoing training and education of team members in the areas of customer service, account management, revenue generation, cross-selling, referrals, etc.
- Develop and track goals for individual team members and the department.
- Conduct one-on-ones with the Membership Services team to identify issues, help troubleshoot, and establish a relationship with the goal of helping each team member perform their jobs at the highest level.
- Collaborate with Marketing, Public Relations, Operations, Finance and other internal departments to ensure synergy and strong relationships across the board.
- Proactively recognize and anticipate challenges and opportunities for the team and the department
- Assist in the creation and management of the overall Ticketing department budget.
- Track all season ticket member renewals, feedback, attendance, event RSVPs, and other relevant member information in CRM to create reports and recaps.
- Other responsibilities as assigned by leadership.
DESIRED QUALIFICATIONS:
- Bachelor’s Degree in Business, Sports Management, Hospitality, or related field.
- A minimum of three (3) years of relevant work experience, preferably in the areas of sports business sales, service, revenue generation, retention, etc.
- A minimum of one (1) year of experience in a people leadership role.
- Strong leadership drive with a desire to lift, lead, and serve others.
- Solid work ethic, team-oriented attitude, and enthusiastic about contributing to the success of the department and Club in a fast-paced environment.
- A proven track record in relationship building with excellent interpersonal and communication skills.
- Exceptional attention to detail, problem resolving ability, and ability to meet deadlines under pressure.
- Ability to organize and delegate responsibilities of projects and tasks to ensure timely completion of all obligations.
- Ability to work flexible hours including evenings, weekends, and holidays as necessary.
- Working knowledge of Salesforce and Archtics preferred.
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.