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Membership Service Executive

4 weeks ago

Medina, Washington, 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.

JOB TITLE: Membership Service Executive CLUB: Seattle Sounders FC DEPARTMENT: Ticket Sales & Service REPORTS TO: Director of Membership Service FLSA: Full-Time, Non-Exempt TYPE: Individual Contributor

OUR CLUB Seattle Sounders FC is a progressive high performing collection of people who strive to achieve the highest levels of our sport while making a transformative impact in our communities in the best soccer city in America. Our culture is focused on serving one of the most passionate sports fan bases in North America who are invested in the Sounders as much for our commitment to making a positive impact in our communities as they are for winning the 2019 MLS Cup and 2022 CONCACAF Champions League on home soil. We exist to create special moments like these, where we enrich lives and unify our fans and city through soccer.

POSITION SUMMARY As a Membership Service Executive, you are integral of the club's operations, focusing on maximizing the Season Ticket Member experience for our General Alliance Members by creating exclusive touchpoints that create lasting memories. Within those memorable touchpoints you will look for key opportunities to upsell, cross-sell, or other value add-ons that meet our Members' needs. There are no limitations to your success as you can sell a full product menu while developing a long-lasting relationship with Members to achieve retention goals. You will also be the source and primary touchpoint for all general fan inquires. We are therefore seeking self-driven, positive, and resilient individuals to provide excellent customer service and attention to detail when creating long-lasting relationship between fan and team.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Meet or exceed established sales and retention objectives by executing sales calls, virtual presentations, and stadium tours to sell and up-sell Sounders FC ticket products, including Full seasons, Partial plans, Groups, and Premium/Suites.
  • Identify new or additional business opportunities by establishing a professional network, in addition to relationships with current Members.
  • 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.
  • Develop client data profiles for all Members, including Full, Partial, and Groups contacts to provide a unique and tailored fan experience.
  • 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.
  • Execute the Season Ticket Member upgrade, cross-sell, and renewal experience each season.
  • Attend and provide service at all match days and other special events that include night and weekend work.
  • Other duties may be assigned.
QUALIFICATIONS
  • 1+ years of proven, successful sales and/or customer service experience.
  • A passion for working in sales and retention, with a metric driven mentality.
  • Understanding of basic accounting principles.
  • Experience using Archtics and Salesforce CRM preferred.
  • Proactively identifies solutions and excels in resolving challenging situations with calm professionalism, while delivering strong independent results.
  • Extraordinary Communicator - both written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally always.
  • An active listener with innate curiosity and a willingness to learn the value propositions of Members and prospective clients.
  • Ambitious and innovative; a creative thinker that uses unique approaches to develop a relationship with current and/or prospective Members.
  • Ability to be Trusted Teammate who thrives in collaborative, team-focused environments.
  • Excellent time-management skills and attention to detail.
  • Committed to principles of diversity, equity, and inclusion, and to living club values and mission to Create Moments, Enrich Lives, and Unify & Uplift Through Soccer, in all interactions with colleagues, partners, and fans.
  • Bilingual or multilingual a plus (English/Spanish).
WORK ENVIRONMENT
  • This role requires regular on-site presence at our Headquarters & Training Facility in Renton, WA, as part of a hybrid work arrangement, as well as matches at Lumen Field, events and meetings in market as needed.
  • Must be able to work a flexible schedule, including evenings, weekends, and holidays as needed.
  • Must be able to facilitate own local travel.
  • Must reside within Washington state upon date of hire.
  • Must be eligible to work in the US without sponsorship.
  • Responsibilities include regular work outdoors and may require standing on feet for long periods of time, as well as some lifting of up to 20 pounds.
COMPENSATION, BENEFITS & PERKS We offer competitive compensation and an engaging, supportive environment that prioritizes the health and well-being of our people by providing the following top-notch benefits. The annual salary range for this position is $45,000 - $55,000 and eligible for Bonus and Commission. Base pay at time of offer will take into account job-related knowledge, skills and experience required for the role, internal equity and market. Our Total Rewards package for full-time team members includes:
  • Comprehensive Healthcare Coverage: We offer 100% employer-sponsored premiums for you and your dependents.
  • Generous and Flexible PTO: Our Paid Time Off plan is designed with your well-being in mind, offering unlimited paid vacation.
  • Retirement Planning Support: 401(k) retirement plan matching, helping you secure your financial future with ease.
  • Inclusive Parental Leave: Our gender-neutral parental leave program provides 12-16 weeks of paid leave, giving new parents the time and support they need during this important life stage.
  • Exclusive Perks: Enjoy complimentary tickets to matches, making it easier for you to experience the excitement firsthand.
  • Continuous Growth Opportunities: We invest in your learning and development through various programs and resources.
  • Community Engagement: We provide a variety of volunteer opportunities that align with our social impact goals and RAVE Foundation initiatives, empowering you to make a meaningful difference in the Seattle community.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION We are committed to fostering a diverse and inclusive workplace where every employee is respected, valued and supported. We celebrate our diverse work environment and welcome team members of all backgrounds and perspectives. To that end, if you do not meet every job requirement listed, we still encourage you to apply. We believe your relevant experience and expertise will help us become a high-performing best-in-class workplace for all. Women, gender-nonbinary, people of color, LGBTQIA+ people and people with disabilities are encouraged to apply. The physical demands reflected in the duties and work environment herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. If you'd like to request an accommodation in the application or interview process, please do so by emailing the People & Culture Team. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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