COMPANY BACKGROUND
The Houston Dynamo Football Club (HDFC) is a multi-faceted organization dedicated to inspiring and supporting soccer participation and growth in Houston, TX and beyond. The Club’s brands include men's and women's professional teams - the Houston Dynamo (MLS) and Houston Dash (NWSL), a development academy, Houston Dynamo Dash Charities, as well as Shell Energy Stadium and Houston Sports Park.
The Club has a rich history, including MLS Cup titles (2006, 2007) and in-season tournament championships for both the Dynamo (2018) (2023) and Dash (2020) and is focused on building toward the next championships, inspiring and uniting the city of Houston through the sport of soccer and community outreach, and creating the most inclusive sporting experience and diverse fan base in the city and state.
PURPOSE OF THE JOB
The Membership Service Account Manager will personally manage Houston Dynamo FC & Dash Full and Half Season Ticket Member accounts and is responsible for maximizing Season Ticket Member retention by providing first class customer service and developing personal and long-term relationships with account holders. Relationships will be built through a multiple touchpoint system including but not limited to, face-to-face meetings, outbound calls, personalized letters, emails, servicing inbound calls, and other special team related exclusive Season Ticket Member events. Additionally, the Dynamo FC & Dash Membership Service Account Manager will also be tasked to generate new revenue through maximizing their Season Ticket Member portfolio by continuously identifying key upselling and add-on ticketing opportunities from account holders as well producing referrals resulting in new ticket sales opportunities in the areas of Season Ticket Memberships, Group Sales, and Hospitality spaces in Shell Energy Stadium.
DUTIES AND RESPONSIBILITES
- Develop and maintain positive personal relationships within the assigned Membership book of business.
- Retain and maximize ticket member portfolio by identifying key upselling, cross-selling, add-on, and referral opportunities.
- Implement and execute all amenities, benefits, and events within the membership offerings.
- Respond to all customer needs such as customer service issues, ticket exchanges, add-on requests, financial billing, and other ticketing and team related questions.
- Complete required touchpoints campaigns to maximize Season Ticket Member Account satisfaction and retention.
- Analyze and respond to data from ticket sales surveys to improve department efficiency, retention rates, customer satisfaction, and loyalty.
- Staff events days in membership designated areas as means of purposeful, personal client interactions moments.
- Other duties as assigned by the Director of Premium and Membership Experience.
QUALIFICATION REQUREMENTS
- Bachelor’s Degree – Required
- Minimum of one (1) year of sports or related account management experience – Required
- Sports sales experience – Preferred
- Experience and proficiency in Microsoft Office, Excel, Word, Power Point, and other computer skills – Required
- Bilingual (Spanish) – Preferred
- Ticketing system experience, SeatGeek – Preferred
- CRM experience, SalesForce – Preferred
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES
- Self-starter with ability to multitask and maintain deadlines in a high-paced environment
- Must have high-level interpersonal skills to communicate in face-to-face situations
- Strong teamwork aptitude, organizational skills, and customer service skills
- Strong oral and written communication skills
- Candidates must exhibit a strong desire to learn and a strong work ethic
- Candidates must exhibit a positive outlook that values customer service
ORGANIZATIONAL CORE COMPETENCIES
- Accountable – Holds themselves (and when appropriate others) accountable for achieving goals and objectives.
- Collaborative – Works collaboratively with others to achieve organizational outcomes.
- Progressive – Open minded, accepting, creative, and innovative in approach.
- Values Driven – Being ethical in decision making and operating with professional integrity.
- Agile – Achieves personal and organizational success within a changing, dynamic and complex environment. Ability to handle ambiguity.
OTHER INFORMATION
Diverse candidates of all backgrounds are welcome, and the Club seeks individuals passionate about sport, inspiring the city and devoted to the organization's growth. While duties and responsibilities vary across positions, we are seeking individuals who are accountable, collaborative, progressive, agile, and ethical/values driven.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
