Director, Membership Services

This is a Full Time Job

Position Overview: The Director, Membership Services works closely with the Vice President, Sales and Services, and the Senior Vice President, Sales and Services in the staffing, management and implementation of a dedicated campaign to drive retention rates and improve satisfaction and loyalty levels for Wizards full season ticket members. This role will lead and manage a Membership Services team of seven Membership Services Managers. This individual will work closely with all departments to implement a comprehensive marketing strategy designed to improve member loyalty and retention levels and enhance new business revenue opportunities from current customers and their networks.

Are you a dedicated sales and service leader with a passion for sports? We would love to hear from you!

Responsibilities:
• Provide a hands-on role in the hiring and managing of a dedicated staff.
• Improve year-over-year client satisfaction and retention rates, and associated revenue and profitability goals.
• Identify ways to build awareness of and grow our DC 12 Club Membership model.
• Continue to assist staff in identifying additional new business opportunities in the form of additional seats, upgrades, group ticket packages, and corporate events through relationships with existing clients.
• Take a lead role in the production of all support materials and collateral for the department.
• Create seasonal client touchpoint programs and work closely with staff to identify ways to enhance the program through training and mentoring.
• Coordinate and manage membership service campaigns and retention and renewal initiatives.
• Develop and deliver customized programs, benefits, events, and communication plans using best processes and feedback provided from clients.
• Work with the analytics staff to identify and use data that will assist in the planning and implementation of our service and retention campaign.
• Lead all facets of the annual plan holder renewal campaign, including messaging, marketing collateral, incentives and activation.
• Manage the annual client upgrade and relocation process.
• Work closely and maintain strong relationships with all other departments and members of the executive team.
• Work with the Manager, Events and Programs to recruit, hire and train part-time game night staff and interns.
• Work Wizards home games for the purpose of leading staff and supporting service and retention efforts and promotional initiatives.
• Other duties as assigned.

Minimum Qualifications:
• Bachelor's degree or equivalent experience.
• 3 years successful ticket sales and service experience with a pro or college sports team, and at least 1 year of successful sales and/or service management experience.
• Must be familiar with and have a strong passion for professional basketball.
• Must possess a bold, competitive, and dedicated demeanor.
• Excellent written and verbal communication skills and presentation skills.
• Excellent relationship building and interpersonal skills, with the ability to interact comfortably and effectively with both internal and external clients at all levels of an organization.
• Results oriented approach to both client retention and management.
• Strong time management skills and the ability to multi-task and balance a dual role requiring both management of a staff, as well as that of numerous business relationships in a professional manner.
• Flexibility to work evenings, weekends and holidays.
• Basic proficiency with computers and MS Office programs.
• Experience with Archtics and Ticketmaster is preferred, but not required.

Pay Rate: $85-95k USD.

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.