Company Background

Founded in 1959, the Buffalo Bills are one of the most storied franchises in the National Football League (NFL). The Bills have won the AFC East division title the last five years, as well as won two American Football League (AFL) Championships (1964-1965), and an NFL record four straight AFC Championships (1990-1993) that included four trips to the Super Bowl. Located in Orchard Park, New York, the Bills are proud to be a member of the Western New York Community for more than 55 years.

Terry and Kim Pegula purchased the Buffalo Bills in 2014 and are only the second owners in the team’s history.  Terry Pegula rose from humble beginnings to become one of the most respected leaders in the energy industry, and the Pegulas are one of the few professional sports owners to operate franchises in multiple sports, also owning the Buffalo Sabres (NHL), Buffalo Bandits (NLL) and Rochester Americans (AHL).

The Buffalo Bills are building a new stadium which will open in 2026, and are excited to be building the future while fostering a championship culture. Our HEART values, hard work, energy, accountability, respect, and team, are at the forefront of everything we do for our fans, community, employees, and team.

POSITION SUMMARY:

The Manager of Member Experience will manage and develop the Member Experience staff, with the focus on club service, satisfaction and retention. Will be responsible for helping to plan and manage the strategy, service culture, development and budget of the Member Experience team. 

KEY RESPONSIBILITIES:

• Hire, train and coach Member Experience staff.
• Actively support the development of staff members by mentoring, providing direction and performance feedback.
• Create and implement member service and retention strategies that align with organizational objectives and departmental goals.
• Support Member Experience staff by focusing on intentional engagements and a touchpoint program to build customer relationships and increase retention rates.
• Responsible for researching and developing robust programming to aid in service and retention efforts.
• Cultivate and maintain strong relationships with business partners, other departments and the leadership team.
• Perform other related duties and tasks as assigned.

JOB REQUIREMENTS:

• Minimum of 5 years in sports ticket sales/service experience preferred.
• Minimum of 2 years of management experience required.
• Bachelor's degree or equivalent experience required.
• Knowledge of Archtics & KORE CRM systems preferred.
• Ability to manage multiple projects and lead by example.
• Superior customer service skills.
• Excellent communication skills both written and verbal, detail oriented, strong problem solving skills and decision making abilities.
• Ability to work non-traditional hours including nights, weekends, and holidays as needed.

CRITICAL COMPETENCIES:

• Building Collaborative Relationships – the ability to develop, maintain, and strengthen partnerships with others inside and outside of the organization who can provide information, assistance, and support.
• Developing Others – willingness to delegate responsibility and to work with others and coach them to develop their capabilities.
• Empowering Others – conveying confidence in employees’ ability to be successful, especially at challenging new tasks.
• Fostering Teamwork, the ability and desire to in getting groups to work cooperatively.

PHYSICAL REQUIREMENTS:

• Remaining in stationary position, often standing or sitting for prolonged periods
• Working in outdoor elements that include high temperatures, low temperatures, wind, rain, and snow
• Working in a noisy environment
• Movements that include bending, kneeling, squatting, throwing, pushing, pulling
• Ability to work in a fast-paced environment.

•  Medical Plans: Comprehensive and affordable medical plan options; fully paid dental, short and long-term disability, and life insurance; supplemental vision care and critical illness coverage.
• Investments: 401(K) with employer matching; discretionary annual employer defined contribution
• Paid Time Off: Generous paid time off including vacation, sick, holidays, volunteer time, diversity awareness days, paid parental leave
• Bills Experience: deeply discounted employee season tickets and paid parking; discount on team store merchandise
• Wellness: onsite fitness facilities and employee cafeteria
• Bills Culture: we offer many social and community volunteer events as well as learning and development growth opportunities

COMPENSATION: 

• The salary range for this role will be between $62,000 - $67,000 plus variable pay. Salary will be based on the level role offered in accordance with candidate’s experience, qualifications and internal team equity.

THE BUFFALO BILLS, LLC ARE AN EQUAL OPPORTUNITY EMPLOYER

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.