Account Manager, Membership Service

Miami Dolphins and Hard Rock Stadium•Miami Gardens, FL

18d•Onsite

About The Position

The Account Manager, Membership Service is a service- and sales-focused representative for the Miami Dolphins and Hard Rock Stadium Enterprise. The role builds lasting relationships with members across Hard Rock Stadium properties and helps ensure a warm, first-class experience. Retaining current members is the core priority: the Account Manager keeps members valued, engaged, and connected so they renew season after season. The role also generates new business revenue through proactive, campaign-driven outreach across the enterprise. The Account Manager owns a portfolio of members, checks in regularly, identifies at-risk accounts early, addresses concerns before they affect renewal decisions, and creates personalized touchpoints that deepen loyalty. The role resolves guest inquiries promptly and proactively, and supports retention and revenue goals in a fast-paced environment where priorities may shift. A strong renewal rate is a key measure of success. This is a full-time, on-site position at Hard Rock Stadium in Miami Gardens, Florida. The schedule includes nights, weekends, holidays, and event days as scheduled.

Requirements

High school diploma or equivalent.
At least 1 year of customer service, hospitality, retail, sales, or other guest-facing experience.
Strong verbal communication and interpersonal skills, including the ability to engage guests of all backgrounds.
Proven ability to solve problems calmly in a fast-paced, high-volume setting.
Availability to work nights, weekends, holidays, and event days as scheduled.
Basic computer skills, including Outlook, Microsoft Office, or Google Workspace.

Nice To Haves

Associate’s or bachelor’s degree in hospitality, sports management, business, or a related field.
Experience in sports, entertainment, premium seating, or venue operations.
Experience with ticketing or CRM systems, such as Ticketmaster Account Manager or Salesforce.
Experience training, leading, or motivating a team.
Bilingual in English and Spanish, or English and Haitian Creole.

Responsibilities

Support service, retention, and new business goals by engaging with current members and prospects.
Collect feedback in the CRM system and flag trends to leadership.
Serve as a primary point of contact for Hard Rock Stadium Enterprise members and guests before, during, and after games and events.
Greet guests, answer questions, and empathetically resolve concerns about seating, access, tickets, amenities, and policies.
Anticipate and resolve guest needs before small issues become complaints.
Work with ticketing, security, guest services, food and beverage, and operations teams to resolve issues in real time.
Suggest and champion process improvements that enhance member and guest experiences.
Manage and resolve guest inquiries within 24 hours.
Achieve a minimum KPI of 80 touchpoints per day.
Uphold the standards, policies, and brand values of the Miami Dolphins and Hard Rock Enterprise.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance.
Life insurance, including voluntary coverage for spouses and children.
Long-term disability insurance.
Ticket benefits for events including Miami Dolphins games, the Formula 1 Hard Rock Miami Grand Prix, and the Miami Open.
Employee gym.
Subsidized lunch program.
Discounts on a variety of products and services.
401(k).
Paid time off (PTO).
Company holidays.