Manager, Membership Services

Position Overview: The Manager, Membership Services position is responsible for all revenue goals associated with an assigned base of existing WNBA Washington Mystics and NBA G-League Capital City Go-Go season ticket members. This position will prioritize establishing relationships by focusing on customer service, renewals and retention, new business referrals, add-ons, and upgrades.

Are you a sales and service professional with excellent customer relations skills and a passion for sports? We would love to hear from you!

Responsibilities:

• Educate and lead Franchise Team reps with all renewal initiatives.
• Create and implement a strategic plan that includes developing, creating, and driving service campaigns.
• Lead by example and collaboration while maintaining an environment of accountability.
• Ensure the highest level of member satisfaction within the Mystics season ticket member base.
• Proactively and consistently communicate with and anticipate the needs of the team and members.
• Partner with leadership across all corporate functions for success and establish positive working relationships with colleagues at all levels.
• Propose creative ideas to the team that will enhance all aspects of membership activation culture, including developing new benefit programs, special events, and ways to exceed members’ expectations.
• Develop and implement strategies to maintain membership base by taking a listen and respond approach to member feedback and requests.
• Coordinate communication campaigns to increase engagement and enhance the member experience.
• Track and respond to member inquiries, feedback, and concerns promptly and effectively through the Membership Services email.
• Manage and oversee the development, execution, and continuous improvement of the membership perks and benefits program.
• Work with the Senior Manager of Events and Vice President of Ticket Sales and Services to find opportunities to enhance member perks and benefits program.
• Collaborate to complete special events, such as member events, appreciation days/parties, and exclusive meetups.
• Build relationships with membership base through active communication, including seat visits, phone calls, emails, and other relevant communication channels.
• Manage assigned membership accounts book of business, while selling upgrades, add-ons, and referrals.
• Other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree in business, communications, marketing, hospitality, or a related field.
• 2-3 years of experience in membership services, customer service, or client services.
• Proficiency with CRM systems, Microsoft Office Suite, and other customer service tools.
• Extremely high attention to detail; passionate about the little things.
• Ability to multi-task and balance numerous business relationships in a professional manner.
• Advanced knowledge of Salesforce or equivalent Customer Relationship Management (CRM) tool.
• Strong interpersonal, written, and verbal communication skills.
• Problem solver, detail driven, and an extraordinary teammate.
• Ability to build positive relationships with clients and peers at all levels within the organization.
• Ability to efficiently lead and prioritize multiple projects at once.
• Flexibility and willingness to work evenings, weekends, and holidays as needed.

Pay Rate: $25-28.85 USD/hour.

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.