Director of Membership Services

Job Description

The Director of Membership Services role is a senior level position within the Ticket Sales and Service department of FC Dallas. The primary role is to oversee Season Membership retention, including the management of Fan Relations Specialists and communication with Season Members. The renewal, staff management, and relationship management with fans all fall under the stewardship of this role. This person is responsible for professional communication and coordination with all department heads and executives to ensure Membership Service goals and objectives.

Responsibilities

Manage the Fan Relations Staff in a strategic way to achieve 90%+ retention of Season Members
Manage a four-year development plan through the 2026 World Cup to grow the fan base and to elevate the stadium experience.
Manage an increased vision of Premium Seating and Experience at Toyota Stadium
Implement with the VP of Sales & Service a regular accountability/tracking/reporting platform for evaluating success and proper activity of retention efforts year-round.
Manage team relationships with FC Dallas Supporter Groups to maintain open communication and positive relations between the club and the fans.
Manage fulfillment processes for all member benefits.
Understand and maximize internal system tools for retention and client management – AXS, Salesforce, etc.
Manage department expenses within budget and in conjunction with the VP of Ticket Sales
Be an active part of the Senior Sales and Service Management team.
Troubleshoot challenges of each rep and training needs for overall and individual improvement of Fan Relations staff members

Basic Requirements

Management Experience – includes a willingness to hold accountable those in the position stewardship.
Ability to collaborate with people to find creative solutions.
Ability to listen and be patient in understanding member’s needs and concerns.
Professional demeanor in dress, appearance, interaction, and task management
Ability to be personally accountable to planning and execute a plan.
Nights and Weekends – long hours
Customer Service experience in high volume operation

Preferred Requirements

Soccer Culture/Supporter Culture understanding and appreciation.
AXS Ticketing Platform experience/understanding
Strong sales knowledge and experience

Basic Education

Bachelor’s Degree preferred.

Preferred Education

Professional Training, Certification, or Experience in Customer Service

The Company is an equal opportunity employer and, therefore, pledges to provide equal opportunities without regard to race, color, ancestry, religion, sexual orientation, gender identity or expression, age, national origin, disability, marital status, pregnancy, veteran status, or any other protected class. This pledge applies to all employees and applicants for employment in connection with the material terms and conditions of employment, including without limitation: recruitment, hiring, promotions, transfers, demotions, treatment during employment, benefits, compensation, leave of absence, training, or terminations. Supervisors who control these actions are responsible for fair and equal application to all employees. It is the Company’s intention to comply with all federal and state equal opportunity laws and executive orders forbidding any type of discrimination against employees or applicants.

The Company is committed to maintaining an atmosphere where all employees can perform their duties free from harassment and intimidation based on race, color, ancestry, religion, sexual orientation, gender identity or expression, age, national origin, disability, marital status, pregnancy, veteran status, or any other protected class. Employees are encouraged to accept their share of responsibility for successfully carrying out this pledge.