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Director, Member Services

Orlando City Soccer Club
Orlando, FL
Ticket Sales and Services: Client Relations/Customer Service
Title: Director, Member Services
Department: Sales
Reports to: Chief Revenue Officer
FLSA Status: Exempt

Background: After winning three USL Pro regular season championships and two postseason titles over a four-year span, Orlando City SC quickly set the standard for professional soccer clubs both on and off the field and was awarded the 21st Major League Soccer (MLS) franchise on Nov. 19, 2013. The Lions played their first two seasons in MLS at the Orlando Citrus Bowl, where they held the second-highest average attendance in MLS. In 2016, the Club launched Orlando Pride in the National Women’s Soccer League (NWSL) and Orlando City B in the United Soccer League (USL).
In March 2017, Orlando City SC unveiled its brand new, privately financed downtown stadium. With a capacity of 25,500 fans, Orlando City Stadium creates the most exciting game-day experience for fans in the country.

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Position Summary: The Director, Member Services is responsible for the customer service efforts as they relate to Orlando City SC and Orlando Pride season ticket members and premium seat members (club seats, shared suites and private suites). It includes the execution of a service plan designed to increase retention rates and overall customer satisfaction. The Director will play a key support role to the Chief Revenue Officer (CRO) by managing dedicated Member Services and Premium Services teams in order to achieve organizational goals. This role will work closely with Ticket Sales and Operations/Analytics teams, the Stadium GM and concessionaire, and other third-party vendors as required.

Essential Duties & Responsibilities:
  • Develop and lead skilled Member Services and Premium Services teams with the goal of increasing season ticket and premium seat retention rates.
  • Create and implement short and long-term retention plans.
  • Mentor and assist the Member Services and Premium Services teams so that activity contributes to collective department goals.
  • Work closely with Ticket Sales and Operations/Analytics team members to provide the highest level of customer service for all season ticket members and premium seat members.
  • Work closely with Stadium GM, stadium concessionaire and third-party vendors to provide the best gameday experience for all season ticket members and premium seat members.
  • Administer efficient, accurate and timely reporting mechanisms related to service activity as well as budget pacing activity to be used by senior management.
  • Create and execute events and/or experiential programs to maximize retention rates and customer satisfaction.
  • Oversee all season ticket member and premium seat member communications via website, email and direct mail.
  • Maintain highest levels of communication with season ticket members and premium seat members via direct contact and/or through the management of ongoing communications
  • Manage the development of qualified staff members in order to produce positive working environment and appropriately skilled employees.
  • Successfully achieve established personal service and retention goals as provided by the CRO.
  • Maintain accurate records in support of service efforts as defined by the organization.
  • Manage all aspects of member auto-renewal program (i.e., electronic agreements, communications, etc.)
  • Develop and manage departmental budget goals for operating expenses.
  • Oversee the gameday Fan Ambassador program.
  • Minimum 1-3 years of relevant experience required (management experience preferred)
  • Bachelor’s Degree Preferred
  • Strong knowledge of CRM and Archtics is preferred. Knowledge of Salesforce a plus.
  • Exceptional written and verbal communication skills required
  • Strong familiarity with Microsoft Office Suite (Word, Excel, Power Point, Outlook) required
  • Able to work non-traditional hours, in non-traditional settings, within a team atmosphere
Salary: TBD – commensurate with applicant’s qualifications.

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