North Carolina Courage
Membership Services & Engagement Manager
North Carolina Courage - Manager
Raleigh , NC
Client Relations/Customer Service · Ticket Operations · Ticket Sales
2
2
hours ago
ABOUT US
The North Carolina Courage, a member of the National Women’s Soccer League (NWSL), is seeking a Membership Services & Engagement Manager to join our team. We hire people who help us work smarter, sharper, and more Courageous. This person will be responsible for creating a best-in-class membership experience that drives long-term loyalty and retention for our season ticket members.
The North Carolina Courage, a member of the National Women’s Soccer League (NWSL), is seeking a Membership Services & Engagement Manager to join our team. We hire people who help us work smarter, sharper, and more Courageous. This person will be responsible for creating a best-in-class membership experience that drives long-term loyalty and retention for our season ticket members.
As a member of our Club, you will contribute to an environment grounded in our Operational Standards: Set the Standard. Own the Results. Lead the Club. We are looking for individuals who embody Integrity, Community, Accountability, Respect, and Excellence in everything they do and who are motivated to elevate the Courage through their work, attitude, and professionalism.
Position Summary
Position Summary
The Membership Services & Engagement Manager is responsible for delivering an exceptional experience for NC Courage Season Ticket Members and Flex Pass Members throughout every stage of their membership journey. This role serves as the primary service contact following the sale, ensuring members receive proactive communication, personalized support, and a best-in-class membership experience that drives long-term loyalty and retention.
This position owns the execution, communication, and continuous improvement of the Club's membership benefits program while partnering cross-functionally to ensure every benefit is delivered seamlessly throughout the season. The role also serves as a strategic partner to the Ticket Sales team by supporting renewals, identifying upsell opportunities, and maximizing member lifetime value.
While Account Executives maintain ownership of client relationships and new sales opportunities, this position is responsible for delivering an exceptional post-sale experience that strengthens retention, increases engagement, and creates future revenue opportunities.
Essential Duties & Responsibilities
Membership Service & Account Management
- Serve as the primary post-sale service contact for assigned Season Ticket Members and Flex Pass Members.
- Build proactive relationships through scheduled outreach focused on engagement, satisfaction, education, and retention.
- Resolve ticketing issues including mobile ticket management, exchanges, transfers, account updates, payment assistance, and account maintenance.
- Manage payment plans, declined payments, account corrections, and related administrative functions.
- Maintain detailed CRM records documenting all customer interactions and follow-up.
- Respond promptly and professionally to member inquiries via phone, email, text, and in-person interactions.
- Support premium members and hospitality clients as assigned.
- Collaborate with Account Executives regarding member concerns, renewal strategies, and upsell opportunities while maintaining seamless customer experience.
Membership Benefits & Engagement
- Own the execution and ongoing management of all Season Ticket Member and Flex Pass member benefits.
- Develop and maintain annual benefit fulfillment calendars and internal timelines.
- Coordinate fulfillment of membership gifts, merchandise programs, exclusive member offers, digital benefits, and additional membership inclusions.
- Ensure all membership benefits are delivered accurately, on time, and consistently throughout the season.
- Evaluate current member benefits and recommend enhancements that improve the overall membership experience and retention.
Member Communications & Event Support
- Lead all member-facing communications related to membership benefits, exclusive events, and engagement opportunities.
- Manage event invitations, registration, RSVP tracking, reminders, confirmations, waitlists, and post-event follow-up communications.
- Serve as the Ticketing Department's primary liaison for member communications surrounding exclusive experiences.
- Partner closely with the Club's Events Manager to ensure all membership event expectations, attendance lists, timelines, and member communications are delivered successfully.
- Support member event execution on-site while the Events team maintains ownership of overall planning and production.
Cross-Department Collaboration
- Serve as the Ticketing Department lead for membership benefit fulfillment.
- Collaborate with Marketing, Merchandise, Game Day Operations, Partnerships, Finance, Community Relations, and Stadium Operations to successfully deliver membership programs.
- Coordinate all ticketing-related operational needs necessary to support member benefits and experiences.
- Coordinate participant lists and member communication for ticketing-related experiences while partnering with Game Day Operations, which maintains ownership of all on-field activations and execution.
- Support organization-wide initiatives that enhance the overall fan experience.
Retention & Revenue Growth
- Support annual membership renewal campaigns through proactive service and relationship management.
- Identify opportunities to increase member lifetime value through seat upgrades, additional memberships, premium experiences, Flex Pass conversions, and cross-product purchases.
- Generate referrals through exceptional service and relationship development.
- Collaborate with Ticket Sales leadership and Account Executives on retention strategies for at-risk accounts.
- Meet annual retention goals and individual upsell revenue goals established by department leadership.
Member Insights & Continuous Improvement
- Manage post-match member feedback and customer satisfaction initiatives.
- Analyze recurring member feedback trends and recommend operational improvements.
- Serve as the internal voice of the member by providing insights that improve service, communication, and membership value.
- Track engagement and service metrics while preparing recurring reports for Ticketing leadership.
Performance Expectations
- Complete a minimum of 35 outbound calls or three hours of daily phone engagement each business day.
- Maintain a minimum of 90 documented daily member touchpoints through calls, emails, text messages, meetings, and other approved communication methods.
- Meet established retention goals.
- Meet annual upsell revenue goals.
- Maintain CRM documentation standards and service response expectations.
- Participate in all NC Courage home matches, membership events, and other assigned Club functions.
Qualifications
Required
- Bachelor's degree in Sports Management, Business, Marketing, Communications, or a related field, or equivalent professional experience.
- Two to four years of experience in ticket sales, membership services, customer success, hospitality, or professional sports.
- Exceptional customer service and relationship-building skills.
- Excellent written and verbal communication skills.
- Highly organized with strong project management and time management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working collaboratively across multiple departments.
- Proficiency with Microsoft Office and CRM platforms.
- Ability to work evenings, weekends, and holidays, including all NC Courage home matches.
Preferred
- Experience with Salesforce CRM.
- Experience with Jump or similar ticketing platforms.
- Professional sports or live event experience.
- Demonstrated success in member retention, customer success, or account management.
Success in the First Year
· Achieve season ticket retention goals.
- Successfully execute all Season Ticket Member and Flex Pass benefits.
- Deliver all member communications accurately and on time.
- Meet outbound activity and touchpoint expectations.
- Achieve annual upsell revenue goals.
- Maintain high member satisfaction scores.
- Identify and implement at least 2–3 improvements to the membership experience.
OUR VALUES
We hire through the lens of our Club Values:
Integrity – Transparent, trustworthy relationships with our fans and ourselves.
Community – Creating a sense of belonging in a diverse, inclusive environment
Accountability – Responsible for our words, our actions, and our results.
Respect – Regard for treating others with dignity and acceptance.
Respect – Regard for treating others with dignity and acceptance.
Excellence - Strive towards greatness in ourselves, club, and community and culture.
WHY IT’S BETTER AT THE COURAGE
- Comprehensive Health Benefits. Choose between PPO or HSA options because your health matters on and off the pitch.
- Flexible PTO - We trust you to take the time you need to recharge, reset, and perform at your best. It’s simple: do great work, take great breaks.
- Work-From-Anywhere (2x per year) - Whether it’s visiting family or a change of scenery, enjoy the flexibility to work remotely outside the Raleigh area twice a year.
- Hybrid Work – In office work environment with flexibility to work from home for the 2026 season. The perfect balance for productivity and connection.
- 401(k) - Build your future with our 401(k) plan. Enrollment eligibility starts at 3 months.
- Courage Swag - Rep the badge with pride. Staff receive exclusive team apparel and gear throughout the season plus 4 season tickets to share with friends & family.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
