Manager, Member Services

2 weeks ago

Birmingham, United States AEG Full time
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

Position: Manager, Member Services
Reporting to: Sr Director, Ticket Sales & Experience

About the United Football League

The United Football League (UFL) is the premier spring football platform, formed by the merging of the XFL and USFL in 2024 under the combined ownership of RedBird Capital Partners, FOX, Dany Garcia and Dwayne Johnson. The UFL has eight teams in Arlington (TX), Birmingham (AL), Detroit (MI), Houston (TX), San Antonio (TX), Memphis (TN), St. Louis (MO), and Washington D.C.

About the Position

The Manager, Member Services is an integral part of the team's operations, focusing on maximizing the Season Ticket Member experience by developing exclusive touchpoints that create lasting memories. Within those memorable touchpoints you will look for key opportunities to upsell, cross-sell, or provide other value add-ons that meet Season Ticket Members' needs. There are no limitations to success as you will sell a full product menu while developing long-lasting relationships with Members to achieve retention goals. You will also be the source and primary touchpoint for all general fan inquiries. The UFL is seeking self-driven, positive, and resilient individuals to provide excellent customer service and attention to detail when creating long-lasting relationships between fans and our 8 teams.

What you will do
  • Develop and build strong relationships with a defined account base through proactive communication, including seat visits, phone calls, emails, client office visits and other communication - creating personalized experiences for them
  • 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
  • Other duties as assigned

What you will bring
  • Bachelor's degree or equivalent experience required
  • Minimum 2 years of customer service, 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

Knowledge/Skills/Abilities
  • A passion for working in sales and retention, with a metric driven mentality
  • A self-starter that is solution-oriented to help handle and resolve difficult situations in a calm and professional manner
  • Possess strong communication skills; must be comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong, active listening skills
  • Strong time management and organizational skills
  • An interest and ability in serving others as one of the primary functions of their job
  • Be self-directed and able to work independently
  • Demonstrated flexibility and creative problem-solving skills
  • Demonstrated outstanding customer service and interpersonal communication skills
  • The ability to maintain professional behavior and appearance
  • The ability to demonstrate uncompromised judgment and discretion to protect the confidentiality/privacy of others, as well as company documents and records

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Additional Details
  • The location of this role must be in one of the team markets.
  • The role is hybrid, works in a remote office and/or an office environment and will potentially be expected to attend all games and events
  • Position may require periods of sitting at a desk, frequent bending, moving, lifting, and carrying material weighing up to 20 pounds.
  • Ability and willingness to work proactively at events sponsored by the XFL, partner organizations and other grassroot opportunities to promote the XFL team in the selected market and develop new business and fan relationships
  • Local travel to appointments and events
  • Minimal Travel (< 10% travel): May be required to travel.
  • Ability to work a flexible schedule inclusive of weekends, nights and holidays required.

Equal Employment Opportunity Statement

The UFL maintains a strong policy of equal opportunity in employment. It is our objective to recruit, hire, and retain the most qualified individuals without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other characteristic or status protected by applicable federal, state, or local law. Our equal employment philosophy applies to all aspects of employment, including recruitment, compensation, benefits, training, promotions, transfers, job benefits, and terminations.

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