Membership Services Manager

SUMMARY The Membership Services Manager is responsible for leading the Membership Services team to deliver exceptional experiences for Revolution full Season Members. This role focuses on the execution of retention strategies, relationship management, and driving incremental revenue through cross-selling and referral generation. The manager will oversee day-to-day operations, ensure high-quality member engagement, and support the creation of exceptional matchday and event experiences for members.

DUTIES AND RESPONSIBILITIES

1. Manage and support the Membership Services Representatives including hiring, training, performance evaluations and professional development.
2. Collaborate with the Director of Premium and Membership Services to develop and implement the departmental retention strategy, including goal setting, activity tracking, evaluating staff performance, assessing account risk, and reporting results.
3. Implement proactive outreach campaigns and personalized touchpoints to strengthen Revolution Season Member loyalty and reduce churn.
4. Drive substantial new business by generating customer referrals, promoting group ticket products and cross-selling to full Season Memberships.
5. Maintain and update game-day experience records for all Season Membership accounts within the CRM.
6. Provide leadership and oversight for member events and matchday experiences, ensuring seamless execution premium service standards while addressing and resolving escalated customer concerns in real time.
7. Assist with departmental reporting and provide insights to improve member engagement and retention.
8. Serve as one of the primary customer service points of contact for members on Revolution matchdays and event days.
9. Special projects and other assignments as business dictates.
10. Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA.

SUPERVISORY RESPONSIBILITIES

• Member Services Representatives

SKILLS AND QUALIFICATIONS

• Bachelors Degree required
• 6+ years of relevant experience
• Excellent written and verbal communication skills.

• Professional, courteous demeanor, both over the phone and in person.
• Able to travel and work nights/weekends as needed
• Ability to manage multiple priorities in a fast-paced, deadline-oriented environment.
• Highly proficient in Microsoft Word and Excel.
• Strong negotiation and sales skills.

PHYSICAL DEMANDS

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Noise level in the work environment is usually (low/moderate/loud).

CERTIFICATES, LICENSES, REGISTRATIONS

• None required

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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