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Miami Dolphins - Miami Gardens, FL
posted 4 days ago
About the position
The Manager, Membership Service will lead a team focused on the long-term retention and engagement of members for various events at Hard Rock Stadium, including Miami Dolphins games, the Formula 1 Crypto.com Miami Grand Prix, and the Miami Open. The Manager will be responsible for developing and executing a membership service strategy in collaboration with the sales and service leadership team. The ideal candidate has a passion for providing an exceptional customer experience, developing and leading teams, and driving sales and retention revenue goals. Hard Rock Stadium offers premier seating experiences across various levels, including suites, clubs, and general membership. It is a global entertainment destination, hosting world-class events year-round, including NFL games, international soccer matches, major concerts, and more.
Responsibilities
- Develop and implement service strategies for members across multiple events at Hard Rock Stadium.
- Hire, develop, evaluate, and coach a team of Account Managers, ensuring sufficient staffing and leadership development.
- Collaborate with sales and service leadership to drive membership engagement, retention, and satisfaction.
- Lead weekly sales initiatives, team meetings, and training sessions.
- Meet and exceed team revenue goals and retention targets.
- Set clear expectations for Account Managers and hold them accountable for achieving revenue goals, KPIs, and upholding organizational values.
- Maintain direct relationships with members across various categories to optimize their experience.
Requirements
- Bachelor's or Associate's Degree preferred.
- Minimum of 2 years of sales and service management experience in the sport or entertainment industry required.
- Track record of exceeding sales and service renewal goals.
- Proven ability to work in a team-oriented environment and effectively influence and communicate with C-Level executives.
- Flexibility to work weekends, nights, and holidays as required by schedule of events.
- Experience or working knowledge of Ticketmaster Archtics ticketing platform and Microsoft Dynamics 365 CRM required.
- Candidate should be competitive, professional, and intrinsically motivated.
- Strong verbal and written communication skills required in English and additionally preferred in Spanish.
Benefits
- Medical, dental, and vision insurance
- Life insurance (including voluntary coverage for spouses and children)
- Long term disability insurance
- Ticket benefits for events including Miami Dolphins games, the Formula 1 Crypto.com Miami Grand Prix, and the Miami Open
- Employee gym, subsidized lunch program, and discounts on a variety of products and services
- 401k, Paid time off (PTO), and company holidays
