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Monumental Sports & Entertainment (MSE) located in Washington, D.C., is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates six professional sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Champion Washington Mystics, NBA G League’s Capital City Go-Go, the 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh team, Team Liquid, an endemic esports team owned and operated by aXiomatic.

In September 2022, MSE acquired full ownership of NBC Sports Washington from Comcast and NBCUniversal and now holds the exclusive local television media rights to Capitals’ and Wizards’ games. The integration is underway including extensive renovations to a new, pioneering production and broadcasting space to deliver seamless experiences on linear and digital platforms for fans. Under the terms of the agreement, MSE also acquired Comcast and NBCUniversal’s remaining interest in Monumental Sports Network, a first-of-its-kind regional sports network for digital, mobile and over-the-top platforms that launched in 2016.

Monumental Sports owns and operates Capital One Arena (COA), a 20,000+ capacity live event venue in Washington, D.C. MSE also manages MedStar Capitals Iceplex, the state-of-the-art training facility for the Capitals and EagleBank Arena on George Mason University’s campus.

In conjunction with the District of Columbia and Events DC, MSE is a partner in Entertainment & Sports Arena (ESA), in Southeast D.C. on the St. Elizabeth’s East campus which opened in September 2018. ESA houses the MedStar Health Performance Center, the training center for the Wizards, Go-Go and Mystics, and a 4,200-seat arena which serves as the home of the Mystics and Go-Go.

In July 2020, MSE opened the first ever in-arena sportsbook in North America, through a partnership with then William Hill (now Caesars Entertainment), with a temporary location set-up within the COA lobby. The permanent location for the Caesars Sportsbook by William Hill opened within COA in May 2021.

And in January 2022, MSE announced it would be opening District E, powered by Ticketmaster, in the first quarter of 2023. This flagship venue for esports and entertainment is the largest on the East Coast: a premier, nearly 14,000-square-foot live-event theater offering a 365-day-a-year, series of immersive experiences in esports, music, event programming, and community events – along with pre- and post-event activations for fans attending Capitals and Wizards games or events. This space will entertain hundreds for independent events, offer an extraordinary culinary experience, and will create a best-in-class competition and training venue for the MSE esports franchises which it owns, operates, and invests in.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

  1. You will provide first-class customer service and value for our fans.

  2. You will champion a double-bottom line that engages, unifies and gives back to the community we serve.

  3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.

  4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.

  5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.

  6. You will innovate. We are nimble and first to market. We are not averse to risk.

  7. You will have fun. We are in the business of happiness.

Position Overview: The Manager, Membership Services is responsible for all revenue goals associated with an assigned account of existing season ticket holders. This position will prioritize establishing relationships by providing premier service, learning about and developing relationships with account holders and delivering excellent communication regarding events, programs and benefits to the team’s season ticket members.

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

Responsibilities:

  • Meet and exceed retention and associated revenue goals with assigned account base.

  • Build positive relationships through active communication, including seat visits, phone calls, emails and other relevant communication channels.

  • Improve year-over-year fan experience.

  • Sell upgrades, add-ons and referrals.

  • Make a minimum of 40 outbound calls per day.

  • Communicate all relevant team happenings, events, and plan holder benefits; present oneself as the go-to person.

  • Develop and deliver customized programs, benefits, and events to drive ticket holder dedication.

  • Work with and support internal departments to implement integrated programs.

  • Respond and resolve customer complaints, requests and inquiries; handle difficult fans and situations in a calm and professional manner.

  • Exceed assigned service levels and standards.

  • Ensure plan holder information and data are accurate and complete for assigned accounts.

  • Support department special events, including mail invitations, track RSVP’s, and coordinate event set-up.

  • Work all Capitals home games in partnership with Guest Services.

  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor’s Degree.

  • 1+ year experience in service/hospitality, sales or event management.

  • Excellent interpersonal, written, and verbal communication skills.

  • Positive relationship builder and an outstanding teammate.

  • Problem solver, results focused.

  • Basic proficiency in Archtics Ticketing System and SalesForce.

  • Flexibility to work evenings, weekends, and holidays as needed.

All applicants for employment at Monumental Sports are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of vaccination status prior to their first day of employment. Monumental Sports will evaluate requests for reasonable accommodations for applicants unable to be vaccinated due to a religious belief, disability or pregnancy on an individualized basis in accordance with applicable laws.

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.