Manager, Member Services - Birmingham/Memphis/Michigan

XFL Properties LLC • Birmingham, AL

399d • Hybrid

About The Position

The Manager, Member Services plays a crucial role in enhancing the Season Ticket Member experience for the United Football League (UFL) teams, focusing on building strong relationships and providing exceptional customer service. This position involves developing personalized touchpoints, upselling services, and being the primary contact for fan inquiries, all aimed at achieving retention goals and fostering loyalty among Season Ticket Members.

Requirements

• Bachelor's degree or equivalent experience required.
• Minimum 2 years of customer service experience, preferably in ticket retention and service.
• Experience with CRM system, Salesforce preferred.
• Experience with a ticketing system - Ticketmaster/Archtics preferred.
• Experience with Microsoft Office and Google Suite products required.
• Strong communication skills; must be comfortable with engaging in various communicative modes (verbal, non-verbal, and written).
• Strong time management and organizational skills.
• Demonstrated outstanding customer service and interpersonal communication skills.

Nice To Haves

• A passion for working in sales and retention, with a metric-driven mentality.
• Self-starter that is solution-oriented to help handle and resolve difficult situations.
• Demonstrated flexibility and creative problem-solving skills.
• Ability to maintain professional behavior and appearance.

Responsibilities

• Develop and build strong relationships with a defined account base through proactive communication, including seat visits, phone calls, emails, and client office visits.
• Educate prospective and current Season Ticket Members about membership benefits, amenities, and best practices.
• Answer and monitor general customer service and Season Ticket Member inbound inquiries to convert into sales or assist in service requests.
• Provide outstanding customer service through quarterly touchpoint campaigns, which include both virtual and in-person interactions.
• Internally communicate customer feedback to help improve fan experience.
• Maintain a detailed database of our Members and document all touch points in Salesforce.
• Assist in execution of customized Season Ticket Member programs, benefits, and events to drive engagement and loyalty.
• Attend and provide service at all home games and other special events that include night and weekend work.
• Anticipate, respond to, and resolve all complaints, requests, and inquiries in a calm and professional manner, ensuring that each fan interaction results in increased loyalty to the teams.
• Collect referrals from season ticket holders.

Benefits

• Competitive salary range of $57.3K - $72.6K per year.
• Opportunity to work in a dynamic sports environment.
• Hybrid work model with remote and office work options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree