TITLE: Senior Manager, Membership Services

POSITION TYPE: Full Time, Exempt

COMPANY: Sharks Sports and Entertainment, LLC

LOCATION: San Jose, CA

REPORTS TO: Director, Membership Services

POSTING DATED: July 26, 2024

Pay Range: The pay range for this role is $85,000 - $96,500 per year plus variable compensation.

Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands and primary work location. The base pay range provided is subject to change and may be modified in the future.

Position Overview

The Senior Manager, Membership Services will oversee the day-to-day processes, direction, and daily operations of the Membership Services team. This role will receive general direction from the Director, Membership Services to design and implement initiatives for renewals, events, and new business opportunities. The Senior Manager will play a critical role in developing a best-in-class Membership Services Team by providing ongoing training and development for the staff. Additionally, this position will be responsible for managing sales campaigns, membership communication, member benefits, events, and their own client base.

Essential Duties and Responsibilities

Work independently and in tandem with the Director, Membership Services to develop and execute retention and touchpoint campaigns, events, and programs aimed at maximizing revenue.
Lead the hiring, training, assignment of responsibilities and evaluation of department staff, with the primary objective of achieving and exceeding department revenue goals.
Independently coordinate the development and execution of membership renewal campaigns.
Plan and execute year-round communication strategy for membership base, collaborating with the Director, Membership Services.
Provide leadership on the sales floor, resolving customer complaints and ensuring detailed communication in response to customer requests. Develop both short term and long-term solutions in conjunction with staff.
Oversee and enhance the fulfillment of existing membership benefits, conducting annual research to refresh and improve the benefit program.
Provide accurate and detailed reports on an ongoing basis, identifying and analyzing trends to inform strategic decisions.
Establish KPIs in collaboration with the Director of Membership Services to measure success of retention campaigns. Collect and analyze data to evaluate the effectiveness of strategies.
Develop game day and event schedules for Membership Services team, ensuring proper staffing needs are met and optimized.
Establish goals and pacing for touchpoint campaigns, holding the team accountable for process and results.
Spearhead team meetings and weekly one-on-ones with Membership Services department to provide high level updates and collect feedback from the team.
Manage and maintain a client base with the goal of retaining members and achieving annual new business sales targets.
Foster a culture where outstanding service naturally drives sales, encouraging a service-oriented mindset within the team.

Minimum Qualifications

A minimum of 8 years of relevant experience.
2 year of management experience in sports or live event industry preferred.
Ability to develop staff and provide coaching and mentorship.
Bachelor’s degree in sports management, business, marketing, or related field preferred; an advanced degree is a plus but is not required.
Proven track record of sales excellence and development of client relationships in the sports industry.
Exhibit a positive attitude, coachability and work ethic.
Ability to work independently without supervision, be self-directed and demonstrate initiative.
Strong people skills with the ability to create an inclusive and positive working environment.
Exhibit good judgement and decision-making skills.
Flexibility to work weekends, nights and holidays as required by schedule of events.
Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule.
Advanced level of understanding of Ticketmaster Archtics ticketing platform and CRM systems.
Bilingual (English/Spanish) preferred.

Physical Requirements

Ability to sit, stand and utilize a computer for extended periods of time
Communicate via phone and email with a variety of individuals
Ability to bend at the waist, reach overhead and lift up to 15 lbs. with or without accommodation
Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation
Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice)
May be required to travel to other company locations
May be required to attend conference, events, and training sessions within Bay Area or in- or out-of-state locations.

What We Offer

Competitive compensation (base salary and variable incentive plan)
Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)
Pretax Transportation Benefit
401K (pre-tax and Roth options)
Generous Paid Time Off Policy
Minimum of 10 Paid Holidays and Wellness Days per year
Complimentary or discounted sports and concert tickets
Other League & partner discounts
Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
Potential for flexible scheduling and telework opportunities
Access to on-site Volta EV charging stations on non-event days

This position is not eligible for U.S. work authorization sponsorship.

Summary:

Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.

We live, work, and innovate by a set of Pioneering Principles:

T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions

M – More risk leads to more rewards and expands our comfort zones

T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to ourpositions. Please let us know if you require accommodations during the interview process.

Equal Opportunity Employer

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

Notice to Recruiters and Agencies

SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.