Manager, Membership Services

Summary

The Manager of Membership Services is responsible for overseeing the training of full-time Account Executives, seasonal support staff, and game day personnel, managing member service communications via phone and email, resolving escalated customer issues, enhancing the client database, and representing a professional sports franchise while focusing on membership renewals and revenue growth. This role provides vital support to the Service Team.

Key Duties

• Guide and supervise the Account Executive and Membership Service teams to set and achieve revenue and daily operational goals; recruit, train, and coach team members.
• Manage all actions related to Season Ticket Member retention and customer service excellence.
• Implement business strategies for Season Ticket Member retention, including launching auto-renewal systems.
• Build and lead the Guest Services Team and Seasonal Membership Services Team.
• Address and resolve escalated customer complaints, requests, and inquiries effectively.
• Organize and support various events and programs tailored for Season Ticket Members.
• Develop and enhance member benefits, programs, and events to increase loyalty among season ticket holders.
• Maintain up-to-date expertise on season ticket software platforms like Archtics and Salesforce.
• Communicate enthusiastically about team events, member benefits, and stadium information.
• Design and apply cross-selling and upgrade strategies for Season Ticket Members.
• Conduct regular meetings with Account Executives and Membership Services to review progress, KPIs, and share successful practices.
• Perform additional responsibilities as assigned by management.

Qualifications and Skills

• College degree preferred.
• Three to five years of relevant experience.
• Strong knowledge of customer service principles and conflict resolution techniques.
• Self-motivated with a strong drive to succeed.
• Excellent verbal and written communication abilities.
• Strong organizational and prioritization skills.
• Positive attitude combined with a robust work ethic.
• Competitive, professional, and proactive mindset.
• Ability to work collaboratively within a team or independently.
• Minimum one year of sales experience, ideally in face-to-face selling, outbound sales, or within the entertainment or sports sectors.
• Passion for customer service and a proactive approach to identifying new sales opportunities.
• Proficiency in MS Word, Excel, Outlook, and general computer literacy.
• Experience or familiarity with Ticketmaster Archtics platform and Salesforce CRM is advantageous.

Additional Information

The Los Angeles Chargers are dedicated to fostering a diverse, equitable, and inclusive workplace that mirrors our diverse fan base. We maintain an environment grounded in mutual respect and provide equal employment opportunities without discrimination based on ancestry, race, color, religion, sex, gender, gender identity or expression, national origin, age, disability, medical conditions, marital status, military or veteran status, genetic information, sexual orientation, or other protected classes under applicable laws. Diversity and inclusion are vital to our organization’s success, and we aim to attract, develop, and retain talented individuals from a broad spectrum of candidates.