Director of Membership Services - Austin FC (Austin · TX)

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Sports Jobs in Austin · TX
Ticket Sales and Services: Client Relations/Customer Service
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Austin FC joined Major League Soccer (MLS) as the League’s 27th club in January 2019. In June 2021, Austin FC began play in the new, 100% privately financed, $260 million state-of-the-art Q2 Stadium. 

In its inaugural year, the Club saw every home match sold-out, while the Club’s season ticket waitlist grew to over 28K seat deposits. The Club also garnered the highest content engagement rate in professional sports thanks to a rabid fan base ready to support the Verde and Black. 
Austin FC is actively seeking a driven and motivated Director of Membership Services to oversee the development, service, and retention of the Season Membership Community. In this role, you will be responsible for enhancing experiences and servicing the Membership Community while generating revenue by informing and devising the sales and service process; developing and executing season ticket member events as well as other related programs; contributing to key marketing campaigns; and building and continuing relationships with the Membership Community. 

The Director of Membership Services will assemble and manage a team that will develop and execute effective sales and service strategies to bring a robust membership program to the Austin community. 

The position is based in Austin, TX. Austin was selected by U.S. News and World Report in each of the last three years as the No. 1 place in the nation to live, while Forbes placed it at the top of its “Cities of the Future” list. 
Are You Someone That:
  • Has a positive attitude, strong work ethic and passion for customer service and sales?
  • Is goal oriented and driven to succeed?
  •   Is motivated by understanding a client’s needs and crafting creative solutions to meet those needs?
  •  Understands the need to partner with (and support) non-revenue-generating departments?
  • Promotes a culture of high performance and continuous improvement that values learning and quality?
  •  Consistently prioritizes projects, meetings and fast-changing schedules while remaining productive and professional?   
  • Enjoys being challenged and has a desire to develop innovative, positive outcomes? 
  •  Is agile and able to respond effectively to the rapidly changing needs of a fast-paced / high-growth organization?
  • Works well within in a collaborative, team-driven, and goal-based environment? 
You Will:
  • Oversee and participate in the development of Season Ticket Member service plans to maximize the experience for those investing in the Club; and
  •  Inform and devise the engagement and service strategy for the Season Ticket Member community; and
  • Collaborate with the leadership team to develop innovative membership privileges and events; and
  •   Partner with senior leaders to understand business goals, consult on strategies and produce plans to achieve annual and long-term revenue and profitability growth targets, create new revenue streams, identify efficiencies, synergies and economies of scale that lead to tangible economic value creation; and
  • Build and lead a team of Membership Service professionals and provide effective leadership to develop staff as well as promote the culture and values of the Club; and
  • Collaborate closely with and leverage the business strategy team to ensure the Membership Sales Team and Service Team appropriately and cost-effectively plans and targets work to optimize sales impact; and
  • Collaborate with Finance to develop and manage budgets as well as forecasting projections with accurate, relevant and consistent business metrics.
You Have:
  • A passion for and an impressive track record in membership services
  • Demonstrated sales and service leadership experience with a proven record of performance, business achievement and a demonstrated ability to identify and resourcefully meet their diverse needs
  •  Exceptional record of developing and implementing sales and service strategies that consistently meet or exceed goals and strategic objectives
  • High proficiency in relationship building, relationship management and networking skills
  • Evidence of being a strategic, creative thinker with the ability to develop and implement processes and plans
  • Solid understanding of the local Austin Market
  • A successful leadership background with high ethical standards
  • A commitment to diversity and inclusion both internally and externally 
  • Experience servicing season ticket members is a plus 
  • Demonstrated ability to communicate effectively using a variety of media with diverse audiences
  • English language proficiency is essential and Spanish/English bilingual skills are a plus. Additional languages – even better
  • An outstanding work ethic and attention to detail
  • Proficiency in Microsoft applications and CRM systems. Proficiency in SalesForce/Microsoft Dynamics a plus
  • Prior sports and entertainment industry experience a plus, but not required
  • Bachelor’s Degree required
Other Details:
  • It is the policy of Austin FC not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, marital status, genetic information, disability or because one is a protected veteran.
  • All selected candidates are subject to passing a background check prior to employment.
  • Hours are variable and can easily include evenings, weekends and some holidays in addition to the traditional Monday through Friday hours.