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The Director of Member & Guest Services will be responsible for developing and managing the service program for all Los Angeles Rams Season Ticket Members as well as gameday experience for all ticket holders. They will define all aspects of the year-round Membership program including benefits, engagement and retention strategies, and communication campaigns, while leading the department in the successful execution of these initiatives to ensure a best-in-class experience for Rams Season Ticket Members. A critical priority for this role is driving the annual renewal of Rams Season Tickets and the collection of Stadium Seat License (SSL) payments by setting strategies, implementing campaigns for service representatives, and tracking success metrics. The Director will work closely with SoFi Stadium and Rams staff to deliver a seamless gameday experience for guests, from pre-event planning through post-game follow-up. This role will also focus on creating processes and leveraging CRM and ticketing systems as well as other digital platforms to track and manage accounts effectively.
This position will maintain key relationships both internally and externally and oversee a department of full-time employees, including manager-level positions. An ideal candidate is a proactive and innovative professional who is a clear self-starter with exceptional leadership and relationship-building skills. They should have a proven track record and passion for customer service, account management, or hospitality in a high-touch, fast-paced environment.
Key Job Responsibilities:
- Develop and execute a service program for Rams Season Ticket Members, including retention strategy, touchpoint campaigns, benefits, gifting and events.
- Accountable for recruiting, engaging, developing, motivating and/or retaining a team of approximately 18 full-time employees to deliver an exceptional Member and Ticket Holder experience.
- Formulate the communication strategy for Rams Season Ticket Members, including, but not limited to, renewal notices, email newsletters, and call/text campaigns for service representatives.
- Oversee external communication resources for Rams Season Ticket Members and fans and develop protocols that support company-led direction for messaging, tone, frequency, and style.
- Actively research new trends and analyze data to provide ideas and insights to improve the Season Ticket Member program and the overall guest experience for Rams gamedays at SoFi Stadium.
- Support the gameday service and operational strategy for Rams games at SoFi Stadium. Build and maintain strong cross-organizational relationships with SoFi Stadium entities, including Guest Experience, Security, and Operations, to ensure successful event execution.
- Responsible for developing and executing the annual renewal strategy for Rams Season Tickets and Stadium Seat License (SSL) payments.
- Collaborate with the Ticketing Analytics and Operations teams to determine effective strategies to utilize Salesforce and Archtics to manage Season Ticket Member accounts. Work with service managers to ensure staff are effectively using the systems and following the service guidelines and protocols.
- Oversee the department budget, adhering to financial guidelines and achieving budgetary goals.
- Lead, motivate and evaluate the Member Services and Guest Experience staff. Must be able to clearly communicate service strategy and provide feedback and direction for development.
- Develop and coach service team leads/managers to be able to proactively anticipate, comprehend and resolve needs and issues. Ensure they have the resources needed to effectively support their teams.
- Other duties as assigned
Qualifications (Skills/Capabilities):
- Dynamic, self-motivated individual with natural customer service instincts and a deep commitment to service excellence.
- Exceptional leadership and team development skills with a proven ability to motivate, coach, and empower a diverse staff.
- Collaborative culture builder who thrives in a team environment and works effectively across departments.
- Strategic thinker who can execute tactically and adapt in a fast-paced, event-driven environment.
- Excellent verbal and written communication skills with the ability to engage internal and external stakeholders, including senior leadership.
- Proven ability to build strong relationships while handling sensitive, confidential information with professionalism, and adept at managing high-stress situations or interactions with demanding clients and guests.
- Strong critical thinking, problem-solving, conflict resolution and decision-making skills.
- Exceptional organizational and project management skills with the ability to prioritize and manage multiple initiatives effectively.
- Comfortable meeting with and/or presenting to senior leadership and cross-functional groups.
Experience & Education:
- Bachelor’s degree or graduate degree with an emphasis on Business, Sports Management, Hospitality, or related field
- 10+ years of providing superior customer service, preferably with sports teams, live entertainment events, or hospitality business
- 5 plus years in a managerial position leading a service staff focused on retention or sales
- Completion of a professional training program such as Disney, Ritz Carlton, etc. is a plus
Technical Knowledge:
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
- Proven success leveraging Microsoft/Salesforce CRM to track client communication and touchpoint campaigns
- Experience using Archtics ticketing system
- Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
- Understanding of digital fan engagement platforms (e.g., Satisfi, mobile apps, text-to-service systems)
Work Environment:
The Los Angeles Rams is a professional, fast-paced, creative business environment. Other environmental conditions:
- Housing and transportation within 45 miles of Woodland Hills, CA
- The Rams offer a flexible working schedule, when working from home, a professional at-home setup is required
- Ability to work an event-driven schedule, including weekends, evenings, and some holidays
- Must be able to attend and work all Los Angeles Rams home games
- Comfortable with face-to-face, in-person experiences with clients, fans and prospects
- Ability to travel around the stadium visiting clients during home games
- Computer and desk work a significant part of daily activities
- Sitting, standing, working with hands for extended periods of time
- Occasional lifting of up to 25 pounds may be required
Salary: $110,000/yr. - $125,000/yr. + Yearly Discretionary Bonus
The Los Angeles Rams are proud to be an Equal Opportunity Employer.
We strive to create a sense of belonging for all employees by fostering a culture of respect and inclusion, empowering everyone to be their true selves.
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