Job Title: Manager, Membership Services
Department: Ticketing & Membership
Reports To: Director, Membership Services
Location: Chicago / United Center (In-Office)
Hours: Standard office hours are 9:00 am - 5:00 pm / Monday - Friday, however, this position will require frequent non-traditional hours (evenings, weekends, holidays) based on the events schedule.
Status: Full-time, Salaried, Exempt
# Direct Reports: 5
Compensation: The annual base salary for this position is $65,000 plus variable incentive pay.

The Chicago Blackhawks is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applications will receive consideration for employment without regard to gender, race, religion or religious creed, color, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. We are committed to providing reasonable accommodation for individuals with disabilities.

Role Summary:

The Manager, Membership Services is a revenue-driving leader responsible for retaining and growing the Chicago Blackhawks’ valuable membership base. Working in close partnership with the Director, Membership Services, this position is responsible for creating and implementing year-long engagement strategies for full, half, and partial plan season members and driving results across the team.

Primary Responsibilities:

• Create and execute the annual Membership Services business plan – setting retention and renewal strategies, performance targets, and individualized plans across the team.
• Lead the hiring, training, coaching, performance management, and ongoing development of the Membership Services team, including but not limited to creating individual goals, monitoring performance to ensure targets are hit, and overseeing the day-to-day management for each Account Executive.
• Oversee the execution and fulfillment of all Membership Services benefits and engagement initiatives.
• Direct and manage the creative service requests from concept to execution for all Membership Services engagement and retention initiatives.
• Deliver a seamless, high-impact membership experience across every home event by efficiently staffing game nights, directing the successful execution of membership engagement activations, ensuring all clients and fans receive a high-level of customer service, and providing leadership support as needed.
• Collaborate cross-functionally to maintain standard operating capabilities in Salesforce.
• Maintain and enforce consistent documentation standards across all procedures and activities – including proper documentation of calls, emails, and correspondence in Archtics and Salesforce.
• Maximize resources by monitoring the Membership Services budget and managing program and department expenses.
• Foster ongoing innovation by staying connected to industry best practices, researching new resources, and vetting opportunities that drive growth in ticket sales and membership services.
• Assist the department leadership with all other duties as assigned.

Qualifications & Requirements:

• Minimum 4 - 6 years of experience in sales or telemarketing management, preferably within sports & entertainment, and preferably with direct sales experience.
• Minimum 2 years of experience supervisory experience of multiple direct reports.
• Bachelor's degree required.
• Experience and demonstrated success in event planning and campaign management.
• Strong proficiency in Microsoft Office (including Word, Outlook, Excel) is required.
• Working knowledge of Salesforce (or similar CRM) and Archtics is strongly preferred.
• Excellent written and verbal communication, customer service, conflict resolution, and presentation skills - as well as the ability to provide effective coaching to direct reports.
• Ability to build positive working relationships with clients, direct reports, and peers at all levels within the organization and throughout the community.
• Flexibility with changing priorities; ability to effectively organize and prioritize workload as needed.
• Must have the ability to navigate the arena for client visitations, escort potential customers on seat tours, and support fan experiences both on game days and non-game days.
• Ability to adapt to occasional variations in schedule including working nights, weekends, and holidays as business needs dictate based on the event calendar.
• Must demonstrate our organizational values of integrity, curiosity, empathy, collaboration, and originality

What It’s Like Working Here:

The Chicago Blackhawks experience isn’t just on the ice. Our office, located in the United Center, promotes a fun, engaging, fast-paced and collaborative atmosphere where we can celebrate both hockey and each other. Our commitment to curating an environment where all individuals feel empowered to bring their best self to work each day can be seen throughout our organization. Whether you are a job seeker looking to join the organization, a current member of our amazing team, or someone looking to help support our mission, our goal is the same – to reimagine the potential of hockey through memorable, inclusive experiences.

Perks and Benefits:

Competitive total rewards package, full benefits (medical, dental, vision, 401k matching, paid life insurance), employee assistance program (EAP), comprehensive PTO package, social events, volunteer opportunities, and learning and development. Employer-paid breakfast, lunch, parking, on-site gym and training classes, employee ticket program, and more.

The Team:

The Chicago Blackhawks started their journey as one of the NHL’s “Original Six” professional ice hockey teams in 1926. Members of the Central Division in the NHL’s Western Conference and six-time Stanley Cup Champions (1934, 1938, 1961, 2010, 2013, 2015), the team calls the United Center home.

Each day the Team works to uphold our mission to reimagine the potential of hockey. At its core, the team and greater organization uphold its mission through its core values centered around integrity, curiosity, empathy, collaboration, and originality. They are fiercely dedicated to evolving and delivering new and legendary fan experiences and captivating new and diverse audiences, both on and off the ice. As part of their unwavering commitment to drive impact and purpose in the Chicago community, the organization opened the Fifth Third Arena (the team’s official practice facility and community space for youth hockey development), continues to make expansions to the Chicago Blackhawks Foundation, and acquired the AHL team the Rockford IceHogs.

The Chicago Blackhawks continue to grow in its commitments to honor and celebrate Black Hawk's legacy by offering our platforms, making meaningful contributions, collaborating with Native American people, and reimagining ways to support the many Native American people and communities they live amongst and alongside. They engage in this work through their formal partnership with Black Hawk’s ancestral tribe, the Sac and Fox Nation of Oklahoma, which the tribe established with the Chicago Blackhawks in 2021.