Membership Services Manager

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Membership Services Manager

Houston Texans - Manager

Houston · TX

Ticketing & Sponsorship Marketing Management · Ticket Operations · Ticket Sales Management

0

2

months ago

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The Houston Texans are in a season of growth and are seeking an individual for the position of Membership Services Manager.

Our Texans Teammate Habits:

Dedication to the team

Be adaptable

Passion for work

Win with integrity

Own the outcome

Culture: We attract the best and brightest professionals by nurturing core ideals such as character, hard work, discipline, and teamwork. We reward performances and demand a total commitment to excellence and a will to win in everything that we choose to do.

Basic Function:

• Strategically align member service initiatives with organizational goals to deliver exceptional fan experiences.
• Formulate and execute all retention and engagement activities for Season Ticket Members.
• Manage departmental responsibilities for gifting, member benefits, and other service programs.
• Lead efforts to provide members with personalized communication, proof of value, and engagement metrics.
• Assist sales leadership with renewal strategies and upsell opportunities.
• Manage staff including hiring, coaching, and performance reviews to ensure success of direct reports.
• Oversee and strategically plan member events, gameday activations, and exclusive Texans experiences year-round.

Job Function (Duties & Responsibilities):

• Consult and communicate regularly with Season Ticket Members to maximize the value of their membership benefits and experiences.
• Develop and lead comprehensive renewal campaigns and retention strategies for assigned accounts. Ensure all provisions for member benefits are fulfilled, including ticketing, hospitality, events, and gameday activations.
• Create and implement policies and processes for internal collaboration and service excellence.
• Communicate effectively with members regarding exclusive opportunities, events, and initiatives to enhance engagement.
• Manage all aspects of member service elements for home games and special events, including issue resolution and premium experiences.
• Coordinate execution of gameday benefits such as hospitality, entertainment, and in-seat service.
• Oversee and execute member engagement for Texans tentpole events and additional large-scale activations throughout the year.
• Perform other tasks as assigned by senior leadership.
• Assist Club and Club staff in a professional manner on all Texans gamedays, LSSE Events, LOVB Volleyball Houston Events and duties within the Business operations offices.

Position requires routine face-to-face personal interaction with other Club personnel; therefore, many job responsibilities must be physically performed in the Club's offices on a regular basis and not in a telecommuting manner; provided, however, this position requires frequent and regular visits to current and prospective partner offices and elsewhere away from the Club's offices to present proposals and participate in follow-up meetings.

Skills Required:

• Strong decision-making capabilities related to service strategies and resource allocation.
• Excellent organizational and time management skills with ability to prioritize in a high-energy environment.
• Strong interpersonal and communication skills with a customer-first mindset.
• Attention to detail and ability to produce accurate, high-quality work under deadlines.
• Ability to maintain confidential information and demonstrate professionalism.
• Proficiency in Microsoft Office and CRM systems.
• Ability to lead and manage a team effectively, including hiring, workload prioritization, and performance management.

Education/Experience:

• Bachelor's degree preferred; High School Diploma required.
• Minimum 3-5 years of experience in ticketing, customer service, or sports industry.
• Minimum 2 years of management experience required.

Title: Membership Services Manager

FLSA Status: Exempt

Department: Ticketing

Reports to: Director of Ticket Membership Services

Please note that while resumes of all candidates will be considered, as a way for the Texans organization to acknowledge and reciprocate the tremendous support given the Team by local fans and the local community in general, qualified candidates with permanent addresses in the Houston metropolitan and surrounding areas will be given first consideration whenever possible.

If your skills and experience match our available position requirements, a Human Resources representative will contact you directly. Due to the volume of resumes received by the Houston Texans, we are unable to provide updates on the status of individual applications.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Job Questions:

• Do you have 3+ years' experience in a customer service management role?

• Do you have experience in the sports/entertainment/hospitality industry?

• Do you have at least one (1) year of experience as a Sports Sales or Service Manager?

• What are your salary expectations? (Please list an amount or range in USD ($); 'Negotiable' or an explanation without an amount is not acceptable.)

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