Director of Membership Services and Engagement

This is a Full Time Job

The Director of Membership Services & Engagement oversees the service, retention and engagement strategy for all non-premium season ticket members and general fan accounts across Charlotte Hornets home games. Reporting to the Vice President of Ticket Sales & Service, this role focuses on developing and overseeing membership service and engagement strategies that drive retention, revenue growth, and fan loyalty.

This position serves as a strategic leader and senior relationship manager, working cross-functionally to design fan-first programs, optimize the member journey, and ensure service initiatives align with organizational goals

Essential Duties and Responsibilities
• Develop and lead the overall membership service, retention, and engagement strategy for all non-premium season ticket members.
• Establish long-term goals, success metrics, and service standards that drive renewal performance, satisfaction, and lifetime value.
• Partner closely with the Manager of Membership Services to ensure strategic initiatives are effectively executed across the service team.
• Collaborate with Ticket Sales leadership to align membership engagement strategy with sales, upsell, and cross-sell objectives.
• Oversee the design and evolution of renewal campaigns, communication strategies, and member engagement programming.
• Identify opportunities to enhance the member journey through value-added benefits, personalized experiences, and service innovation.
• Serve as a senior escalation point for high-level or sensitive member relationships, ensuring long-term satisfaction and retention.
• Leverage CRM data, fan insights, and feedback to identify trends, evaluate performance, and inform strategic decisions.
• Partner with Marketing, Digital, Game Presentation, and Ticket Operations to deliver cohesive, on-brand member experiences across all touchpoints.
• Support the development of annual membership engagement plans, including events, retention initiatives, and communication calendars.
• Evaluate and implement service-related technologies, tools, and processes that improve efficiency and enhance the fan experience.
• Present performance insights, strategic recommendations, and progress updates to executive leadership.
• Champion a fan-first, service-driven culture across the organization.

Required Skills, Experience and Abilities
To perform the job successfully, you should demonstrate the following competencies:
• 7 years of experience in ticketing, membership services, with at least 3 years in a leadership or management capacity.
• Proven success in developing and executing customer retention and engagement strategies.
• Strong leadership and team-building skills, with the ability to motivate and develop high-performing service teams.
• Exceptional relationship management skills, with a demonstrated ability to connect with diverse fan segments and create memorable experiences.
• Proficiency in CRM systems, data analytics and customer engagement technologies.
• Strategic thinker with a results-oriented mindset and the ability to translate insights into actionable service initiatives.
• Excellent interpersonal, communication and presentation skills.
• Strong organizational and project management skills with exceptional attention to detail.
• Passion for sports, entertainment, and creating meaningful connections with fans.
• Willingness to work evenings, weekends and holidays as required for games and events.

Additional Information
This is a full time benefit eligible position.