The Director of Membership Services & Engagement oversees the service, retention and engagement strategy for all non-premium season ticket members and general fan accounts across Charlotte Hornets home games. Reporting to the Vice President of Ticket Sales & Service, this role focuses on developing and overseeing membership service and engagement strategies that drive retention, revenue growth, and fan loyalty.

This position serves as a strategic leader and senior relationship manager, working cross-functionally to design fan-first programs, optimize the member journey, and ensure service initiatives align with organizational goals

Core Values

The Charlotte Hornets organization embodies the following core values

• Integrity
• Teamwork
• Competitiveness
• Candor
• Accountability
• Resilience

Essential Duties and Responsibilities

• Develop and lead the overall membership service, retention, and engagement strategy for all non-premium season ticket members.
• Establish long-term goals, success metrics, and service standards that drive renewal performance, satisfaction, and lifetime value.
• Partner closely with the Manager of Membership Services to ensure strategic initiatives are effectively executed across the service team.
• Collaborate with Ticket Sales leadership to align membership engagement strategy with sales, upsell, and cross-sell objectives.
• Oversee the design and evolution of renewal campaigns, communication strategies, and member engagement programming.
• Identify opportunities to enhance the member journey through value-added benefits, personalized experiences, and service innovation.
• Serve as a senior escalation point for high-level or sensitive member relationships, ensuring long-term satisfaction and retention.
• Leverage CRM data, fan insights, and feedback to identify trends, evaluate performance, and inform strategic decisions.
• Partner with Marketing, Digital, Game Presentation, and Ticket Operations to deliver cohesive, on-brand member experiences across all touchpoints.
• Support the development of annual membership engagement plans, including events, retention initiatives, and communication calendars.
• Evaluate and implement service-related technologies, tools, and processes that improve efficiency and enhance the fan experience.
• Present performance insights, strategic recommendations, and progress updates to executive leadership.
• Champion a fan-first, service-driven culture across the organization.

Required Skills, Experience and Abilities

To perform the job successfully, you should demonstrate the following competencies:

• 7+ years of experience in ticketing, membership services, with at least 3 years in a leadership or management capacity.
• Proven success in developing and executing customer retention and engagement strategies.
• Strong leadership and team-building skills, with the ability to motivate and develop high-performing service teams.
• Exceptional relationship management skills, with a demonstrated ability to connect with diverse fan segments and create memorable experiences.
• Proficiency in CRM systems, data analytics and customer engagement technologies.
• Strategic thinker with a results-oriented mindset and the ability to translate insights into actionable service initiatives.
• Excellent interpersonal, communication and presentation skills.
• Strong organizational and project management skills with exceptional attention to detail.
• Passion for sports, entertainment, and creating meaningful connections with fans.
• Willingness to work evenings, weekends and holidays as required for games and events.

Additional Information

This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.

HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered

Equal Opportunity Employer
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