The Director of Membership Services role is a senior level position within the Ticket Sales and Service department of FC Dallas. They oversee Season Membership retention, including the management of Fan Relations Specialists and communication with Season Members. The renewal, staff management, and relationship management with fans all fall under the stewardship of this role. This person is responsible for professional communication and coordination with all department heads and executives to ensure Membership Service goals and objectives.

Responsibilities

  • Manage the Fan Relations Staff in a strategic way to accomplish fan, department and organisation objectives
  • Design/implement with the VP of Sales & Service a regular accountability/tracking platform for evaluating success and proper activity of retention efforts year round
  • Work directly with FC Dallas Supporter Groups to maintain open communication and positive relations between the club and the fans
  • Be an integral part of helping communicate and implement the 25th Anniversary Season with our Season Members and all fans
  • Oversee the integration of the AXS platform and application for Season Members in 2020
  • Work with Premium Membership Services to align all efforts and support their retention goals
  • Constantly be developing new strategies and approaches to improve member relationships with the club
  • Manage any expense-related items with the VP of Ticket Sales
  • Be an active part of the Senior Sales and Service Management team
  • Creatively organise messaging and touchpoint campaigns for the Fan Relations Staff
  • Plan and organise Season Member events which provide fans a chance to build their loyalty with the club, and allow Fan Relations representatives to build better relationships with their clients
  • Monitor and report on activity results…call logs, stadium tours, commitment reports, PAF, etc.
  • Troubleshoot challenges of each rep and training needs for overall and individual improvement of Fan Relations staff members

Basic Requirements

  • Management Experience – includes a willingness to hold accountable those in the position stewardship
  • Sports Ticket Sales & Service departmental understanding
  • Ability to work with people to find creative solutions
  • Ability to listen and be patient in understanding what people mean (not what they say)
  • Professional demeanour in dress, appearance, interaction, and task management
  • Ability to be personally accountable to planning and executing a plan
  • Nights and Weekends – long hours
  • Customer Service experience in high volume operation

Preferred Requirements

  • Soccer Culture/Supporter Culture understanding and appreciation
  • AXS Ticketing Platform experience/understanding
  • Strong sales knowledge and experience

Basic Education

  • Bachelor’s Degree preferred

Preferred Education

  • Professional Training, Certification, or Experience in Customer Service