Director of Member Services

The 3-time WNBA Champions Los Angeles Sparks are seeking a Director of Member Services to lead the annual retention efforts. This individual will be responsible for maximizing season ticket renewals through developing a comprehensive season ticket member engagement and touch point strategy, which includes rookie onboarding, setting and monitoring departmental accountability metrics, and executing member events. This position will report under the direction of the Senior Vice President of Revenue.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Member Services Activities

1. Plan and implement year-round events to engage Sparks Members, with special focus on premium accounts and first year members
2. Enhance, oversee and execute Sparks Membership Benefits Program
3. Engage with season ticket members proactively to ensure elite service and working to resolve member issues as they arise
4. Work collaboratively and exercise clear and proactive communication with other departments such as marketing, ticket operations, partnerships and business intelligence to accomplish goals

Achieve Targets

1. Lead, motivate and develop (1) Member Services Account Manager
2. Set weekly, monthly and yearly goals for Member Services
3. Develop the strategy and execution of annual renewal plans to achieve retention goals of the Los Angeles Sparks Membership base
4. Effectively utilize PowerPoint, Excel and Outlook to communicate vision and strategy to Senior leadership

KNOWLEDGE, SKILLS AND ABILITIES:

1. Problem solving capabilities, judgment and ability to develop, leverage and maintain relationships while possessing great communication skills
2. Strong organizational skills, attention to detail and ability to multitask in a fast-paced environment
3. Must be able to maintain confidentiality and use utmost discretion when privy to sensitive information
4. Ability to work flexible hours, including evenings, weekends, and holidays, and the capability to travel as required

MINIMUM REQUIREMENTS:

1. Bachelor’s degree required, preferably in business, hospitality, communications or related field
2. 3+ years of experience in sales and service and at least one year in a managerial capacity
3. Proficient in Microsoft Office and Salesforce, along with understanding of ticketing systems (AXS)
4. Must have a passion for customer service and proven ability to seek new sales opportunities and exceed revenue goals

PREFERRED:

1. 3+ years of sales management hospitality, gaming, entertainment or sports industry preferred
2. Previous experience working in a WNBA or other professional sports team setting

WORKING CONDITIONS:

1. Ability to work flexible hours, including evenings, weekends, and holidays as required
2. Available to work on-site for Sparks home games and events, including late evening hours and outside normal business hours
3. Must be willing to relocate to Los Angeles, CA

Compensation commensurate with experience; minimum starting salary $80,000

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is