Manager, Member Services

Role Summary

Monumental Sports & Entertainment (MSE) is one of the leading integrated sports and entertainment companies globally. MSE’s portfolio spans premier professional sports teams, world-class venues, and next-generation media properties, with marquee assets including the NHL’s Washington Capitals, NBA’s Washington Wizards, WNBA’s Washington Mystics, NBA G League’s Capital City Go-Go, Capital One Arena, and Monumental Sports Network, along with an investment in Team Liquid.

Rooted in the nation’s capital, MSE brings Washington, D.C's distinct influence, ambition, and leadership to the global sports and entertainment landscape. The company harnesses the power of its platform to drive continuous innovation and deliver extraordinary experiences that inspire and unite our community, our fans, and our people.

Our success is powered by talented people who bring passion, creativity, and collaboration to everything they do. If you're looking to build your career in a dynamic, fast-paced organization that's shaping the future of sports and entertainment, we'd love to hear from you.

The Manager, Membership Services is responsible for all revenue goals associated with an assigned account base of existing WNBA Washington Mystics season ticket members, focusing on customer service, renewals and retention, new business referrals, add-ons and upgrades.

Are you sales and service professional with outstanding customer service skills and a passion for sports? Apply today! We would love to hear from you!

Responsibilities

• Support annual account renewals by addressing client concerns related to pricing, value, usage, team direction, seat location, partner changes, and other renewal considerations.
• Achieve overall ticket and revenue client renewal and retention goals for assigned membership account base
• Cross-sell current season ticket base on hospitality programs, group programs, additional single game tickets, and paid Mystics experiences.
• Secure referrals from assigned membership base and secure additional Mystics full season or partial plan memberships, hospitality purchases and group ticket purchases.
• Anticipate customer needs and provide informed guidance on products and services offered by Monumental Sports & Entertainment.
• Provide unique and personalized experiences for all of our clients.
• Oversee client Touchpoint program which will consist of courtesy phone calls, in-office visits, in-arena visits and interactions at special events.
• Propose creative ideas to the team that will enhance all aspects of membership activation culture, including developing new benefit programs, special events and ways to exceed client’s expectations.
• Enter all touchpoint and client profile information gathered in our CRM system for reporting, updating and account relationship purposes.
• Assist with the planning of assigned member events and unique gameday experiences.
• Answer incoming phone calls and emails on items such as game night questions, member benefit questions, customer profile changes, account balances, etc.
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent sales and education experience.
• 1+ year of ticket sales or service experience with a pro or college sports team.
• Excellent oral and written communication skills.
• Ability to multi-task and handle numerous business relationship in a professional manner.
• Passionate about building a sales career in the sports industry.
• Proficiency with computers and MS Office programs.
• Experience with Archtics and TicketMaster is a plus.
• Flexibility to work evenings, weekends and holidays as needed.
• Benefit Eligibility: This role is eligible to participate in health and welfare benefits.
• We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.