Membership Services Manager | University of Miami

LEGENDS GLOBAL & THEUNIVERSITY OF MIAMI

The University of Miami is in a long-term partnership with Legends to oversee athletics ticket sales, customer service, annual fund solicitation/engagement, ticket operations, digital marketing, corporate partnerships, and multi-media rights opportunities.  In addition, Legends will represent the University in developing campus-wide strategic partnerships.  As the exclusive partner for Miami Athletics, Legends will engage Hurricanes fans and donors, local and regional South Florida businesses, and national brands with unique and integrated sponsorship, ticketing, and hospitality options.  

THE ROLE

The Membership Service Manager is a role dedicated to delivering elite, white-glove service to University of Miami season ticket holders across all four ticketed sports: Football, Men’s Basketball, Women’s Basketball, and Baseball. This position is responsible for retention and relationship management of assigned season ticket holder accounts, with an emphasis on high-level engagement, consistent touchpoints, and superior customer experience. The ideal candidate is a proactive, detail-oriented professional with a passion for service and a commitment to fostering lasting client relationships. This is a service/selling/managerial position responsible for supervising and providing direction to Membership Service Representatives.

The Membership Service Manager will oversee Membership Service Representatives’ daily tasks, provide training, ensure adherence to service standards, and support their professional development. This includes scheduling, performance feedback, game day service assignments, Salesforce/service-process guidance, and ensuring Membership Service Representatives contribute effectively to overall membership service objectives.

ESSENTIAL FUNCTIONS

• Serve as the primary point of contact for a dedicated portfolio of season ticket holders across all ticketed sports and Hurricane Club Members.
• Execute a structured cadence of proactive client touchpoints, including phone calls, emails, in-person meetings, game day seat visits, and out-of-office appointments.
• Host and engage clients at season ticket member events, Hurricane Club events, and other experiences.
• Support and contribute to special events and activations focused on member appreciation, feedback gathering, and relationship development.
• Create and maintain accurate records of all interactions, feedback, and engagement in Salesforce CRM.
• Meet or exceed established retention benchmarks and service-related performance metrics. This includes identifying upsell opportunities, increasing Hurricane Club donation level, and driving incremental revenue through upgrades, and additional ticket purchases.
• Maintain a high volume of personalized outbound touchpoints, including calls, emails, texts, and in-person engagements.
• Engage in daily, weekly, and monthly reporting to track progress toward service goals and fan feedback surveys.
• Conduct onboarding and orientation for new season ticket holders to ensure a seamless customer journey.
• Be visible and active at all assigned home games and select events as a face of the membership service team.
• Provide insights to leadership to improve customer experience, retention strategies, and operational enhancements.
• Identify and escalate concerns or areas of opportunity for at-risk accounts to appropriate leadership.
• Work closely with Ticket Operations, Analytics/CRM, Sponsorship, Marketing, and Hurricane Club teams to ensure seamless coordination across all touchpoints.
• Contribute to weekly team meetings, training sessions, and ongoing service development programs.
• Oversee Membership Service Representatives, including daily workflow, service standards, Salesforce hygiene, game day assignments, and professional development.
• Provide coaching, training, scheduling support, and performance feedback to ensure Membership Service Representatives are prepared to deliver a consistent, high-quality member experience.
• Serve as a culture carrier, upholding Legends’ and Miami Athletics’ brand standards and commitment to excellence.
• Support and assist with additional duties and projects as assigned by leadership, particularly during peak times or special initiatives, even if outside the core responsibilities of servicing accounts.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience.
• 2+ years of customer service or client relationship management experience, preferably in sports or entertainment.
• Demonstrated success in building and maintaining long-term relationships with high-value clients.
• Excellent verbal and written communication skills.
• Strong time management, attention to detail, and organizational capabilities.
• Experience with Salesforce or other CRM platforms preferred.
• Ability to work flexible hours including evenings, weekends, and game days.
• Passion for delivering world-class service and exceeding client expectations.

COMPENSATION 

Competitive salary plus bonus opportunities and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan. 

WORKING CONDITIONS