Role description
JOB TITLE: Membership Service Executive
DEPARTMENT: Ticket Sales Service
REPORTS TO: Manager of Membership Service and Retention
Type:Full-Time Regular
FLSA Status: Hourly Non-Exempt
OUR CLUB:
Seattle Sounders FC is a progressive high performing collection of people who strive to achieve the highest levels of our sport while making a transformative impact in our communities in the best soccer city in America. Our culture is focused on serving one of the most passionate sportsfanbases in North America who are invested in the Sounders as much for our commitment to making a positive impact in our communities as they are for winning the 2019 MLS Cup and 2022 CONCACAF Champions League on home soil. We exist to create special moments like these, where we enrich lives and unify our fans and city through soccer.
THE OPPORTUNITY:
As a Membership Service Executive, you are integral of the club operations, focusing on maximizing the Season Ticket Member experience by creating exclusive touchpoints that create lasting memories. Within those memorable touchpoints you will look for key opportunities to upsell, cross-sell, or other value add-ons that meet our Members’ needs. There are no limitations to your success as you can sell a full product menu while developing a long-lasting relationship with Members to achieve retention goals. You will also be the source and primary touchpoint for all general fan inquires.We are therefore seeking self-driven, positive, and resilient individuals to provide excellent customer service and attention to detail when creating long-lasting relationship between fan and team.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Meet or exceed established sales and retention objectives by executing sales calls, virtual presentations, and stadium tours to sell and up-sell Sounders FC ticket products, including Full seasons, Partial plans, Groups, and Premium/Suites.
Identify new or additional business opportunities by establishing a professional network, in addition to relationships with current Members.
Educate prospective and current Season Ticket Members about membership benefits, amenities, and best practices.
Answer and monitor general customer service and Season Ticket Member inbound inquiries to convert into sales or assist in service requests.
Provide outstanding customer service through quarterly touchpoint campaigns, which include both virtual and in-person interactions.
Develop client data profiles for all Members, including Full, Partial, and Groups contacts to provide a unique and tailored fan experience.
Internally communicate customer feedback to help improve fan experience.
Maintain a detailed database of our Members and document all touch points in Salesforce.
Assist in execution of customized Season Ticket Member programs, benefits, and events to drive engagement and loyalty.
Execute the Season Ticket Member upgrade, cross-sell, and renewal experience each season.
Attend and provide service at all match days and other special events that include night and weekend work.
Other duties may be assigned.
QUALIFICATIONS:
1+ years of proven, successful sales and/or customer service experience.
Experience using Archtics and Salesforce CRM preferred.
A passion for working in sales and retention, with a metric driven mentality.
An active listener, with innate curiosity and an interest in understanding people.
A self-starter that is solution-oriented to help handle and resolve difficult situations in a calm and professional manner.
Excellent written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally always.
Ambitious and innovative; a creative thinker that uses unique approaches to develop a relationship with current and/or prospective Members.
Ability to drive independent results, while simultaneously act as a team player who thrives in a collaborative environment.
Excellent time-management skills and attention to detail.
Willingness to learn and understand our Members’ and new prospects’ value propositions.
A passion for soccer, MLS, and growing the sport in the USA.
Spanish language skills a plus.
WORK ENVIRONMENT:
This is a hybrid position, required to work several days a week in-office as well as attending Sounders FC matches at Lumen Field, events and meetings in market as needed.
Must be able to work non-traditional hours, including evenings, weekends, and holidays.
Employee must reside within Washington state upon date of hire.
Employee must be able to facilitate own local travel.
Must be fully vaccinated at the time of hire and follow all club and league COVID-19 protocols.
COMPENSATION, BENEFITS AND PERKS
Seattle Sounders FC offers competitive compensation and benefits, and a fun, inclusive, and supportive environment that prioritizes the well-being and development of our people.
The annual salary range for this position is $42,500 - $55,000 and eligible for additional bonus and commission plans based on individual and/or organizational performance. Base pay at time of offer will take into account job-related knowledge, skills and experience required for the role, internal equity and market.
Here are a few of the benefits that we are most proud of:
Healthcare plan with 100% employer sponsored premiums for employees and dependents.
Generous PTO plan that includes unlimited paid vacation, Mental Health Days, and offseason time off to support employee health and well-being.
401k retirement plan matching.
Gender-neutral parental leave program offering 12-16 weeks of paid leave for new parents.
Opportunities to attend Sounders FC and Tacoma Defiance matches.
Discounts on Sounders FC products, merchandise and with Sounders FC Partners.
Growth opportunities, employee learning and development programs to support professional and personal growth.
Volunteer opportunities in the Seattle community offered in support of social impact and RAVE Foundation initiatives.
EQUAL EMPLOYMENT OPPORTUNITY
We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives. Women, gender-nonbinary, people of color, LGBTQIA+ people and people with disabilities are encouraged to apply. Please contact the Sounders HR department with any questions.
The physical demands reflective of the duties and work environment herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sounders FC is committed to providing Reasonable Accommodations and will work with you to meet your needs.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the USA and to complete the required employment eligibility verification document form upon hire.
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