Member Experience Specialist, Stadium of the Future

Jacksonville Jaguars•Jacksonville, FL

11h•Onsite

About The Position

The Jacksonville Jaguars are seeking highly motivated and dedicated service candidates to work within the high energy environment of an NFL Ticket Sales Office. The Member Experience Specialist, Stadium of the Future, is responsible to serve as a liaison between the Jacksonville Jaguars and its Season Ticket Members to ensure that the highest level of service is provided as it relates to, but not limited to renewals, retentions, ticketing, finance, account management and service as well as general stadium operations. It is the Member Experience Specialist’s responsibility to build strong relationships by customizing communication and tailored benefits to match the needs of each customer and assist department with key season ticket programs, events, and tasks.

Requirements

Required 4-year degree from an accredited college or university
Excellent communication skills, both written and verbal
Strong work ethic and drive to excel
Strong time management and organizational skills
Demonstrated strong problem-solving and conflict resolution skills
Demonstrated proficiency with Microsoft Office
Ability to work non-standard hours, including some nights and weekends
Excellent interpersonal and team building skills at all organizational levels

Nice To Haves

3-4 years of customer service experience preferred.
Ability to present in small or large group settings alike
Ability to self-motivate
Enthusiastic, and creative thinker
Experience in Archtics and Microsoft CRM database software
Previous sports sales and service industry experience is a plus

Responsibilities

Serve as the primary liaison for EverBank Stadium, Jaguars customers. Starting in 2026, take on all account service responsibilities for the upcoming Stadium of the Future, scheduled to open in 2028.
Provide a consistent and disciplined approach to supporting customers.
Design and implement frequent touchpoint programs focused on increasing member loyalty and deepening relationships with current clients.
Meet or exceed daily call volume goals—typically between 50 and 75 outbound calls per day.
Use effective problem-solving skills to address any customer concerns.
Meet or exceed yearly renewal and sales goals.
Assist with developing, coordinating and implementing Season Ticket Member events.
Collect card information and transact payments from customers.
Provide feedback to help refine offerings, benefits, and communications for all members.
Identify opportunities to introduce members to additional experiences or products
Assist department with all projects that arise throughout the season. These vary in nature from mail campaigns to game days and special events.
Accurately and consistently manage, update and record all interactions with Season Ticket Members through CRM database.
Maintain detailed knowledge of all event information to be a resourceful point of contact for customers.
Help create a fun gameday and event atmosphere for Members and any accompanying guests.
Perform other duties as assigned by the Director and Manager of Member Experience and Retention or any other person designated by the Jaguars, EverBank Stadium and Daily’s Place.
Foster teamwork, employee morale, motivation and open communication within the Ticketing Department and other departments within the organization.
Work closely with Ticket Sales, Fan Experience, Marketing, JagsCinema, Public Relations and Sponsorship to execute integrated programs.
Anticipate, respond to and resolve all complaints, requests and inquiries.
Handle difficult situations in a calm and professional manner.
Maintain a high satisfactory rating through Voice of the Fan and Season Ticket Member Surveys.
Provide timely responses and follow-ups to all customers via phone, email, text message and Ticketing Inbox.
Develop and build relationships with all Members to continuously grow their portfolios.

Benefits

Health, Dental, Vision, Life, and Pet insurance options
Mobile phone stipend
100% match of the employee’s contribution, up to 5% of income, in company 401(k) program
16 weeks of paid parental leave, including adoption; Leave Sharing option available
Company provided lunch during the work week
Wellness Programs inclusive of: Employee Assistance Program through NFL Lifeline as well as Colonial Life; preferred access to mental health appointments; access to onsite weight facility; company sponsored rec leagues; significant discounts to local YMCA; wellness challenges; Modern Health
Team member recognition and mentor programs
21 paid company holidays in addition to 17 days of PTO (that’s over 1 month of paid time off!); Summer Fridays; flex scheduling
JagsU’s and various company and departmental training and development options; internal shadow program; senior leadership lunches; programming through prestigious universities
Various employee events and celebrations such as: an Employee Anniversary Celebration, PRIDE Awards Ceremony, Employee Days of Service, Employee Appreciation Day, a holiday party, quarterly all team meetings, and more
Opportunity to receive tickets to various events such as Jaguars home games and concerts, as well as other local, ticketed events
Various other perks and discounts through local partners
Onsite notary
Perks and offerings are subject to change and may be dependent upon role