Manager, Member Services (St. Louis Battlehawks)

Position: Manager, Member Services 

Reporting to: Director, Ticket Sales & Experience 

About the XFL 

The XFL is a fan-first, fast-paced global professional football league with innovative rules and an enhanced 360-degree game experience. Anchored in world-class football, the XFL brings entertainment and innovation to advance the sport, expand player opportunities, and change the way that fans experience the game. The XFL has eight teams in Arlington (TX), Houston (TX), Las Vegas (NV), Orlando (FL), San Antonio (TX), Seattle (WA), St. Louis (MO), and Washington D.C.. The XFL is owned by Dany Garcia, Dwayne Johnson, and Gerry Cardinale’s RedBird Capital Partners and launched in February 2023.

About the Position 

As a Manager, Member Services, you are an integral part of the team’s operations, focusing on maximizing the Season Ticket Member experience by creating exclusive touchpoints that create lasting memories. Within those memorable touchpoints you will look for key opportunities to upsell, cross-sell, or other value add-ons that meet our Members’ needs. There are no limitations to your success as you can sell a full product menu while developing a long-lasting relationship with Members to achieve retention goals. You will also be the source and primary touchpoint for all general fan inquiries. Our team is seeking self-driven, positive, and resilient individuals to provide excellent customer service and attention to detail when creating long-lasting relationships between fans and the team.

What you will do

• Develop and build strong relationships with a defined account base through proactive communication, including seat visits, phone calls, emails, client office visits and other communication – creating personalized experiences for them

• Educate prospective and current Season Ticket Members about membership benefits, amenities, and best practices

• Answer and monitor general customer service and Season Ticket Member inbound inquiries to convert into sales or assist in service requests

• Provide outstanding customer service through quarterly touchpoint campaigns, which include both virtual and in-person interactions

• Internally communicate customer feedback to help improve fan experience

• Maintain a detailed database of our Members and document all touch points in Salesforce

• Assist in execution of customized Season Ticket Member programs, benefits, and events to drive engagement and loyalty

• Attend and provide service at all home games and other special events that include night and weekend work

• Anticipate, respond to, and resolve all complaints, requests, and inquiries in a calm and professional manner, ensuring that each fan interaction results in increased loyalty to the teams

• Collect referrals from season ticket holders

• Other duties as assigned

What you will bring

• Bachelor’s degree or equivalent experience required

• Minimum 2 years of customer service, preferably in ticket retention and service. 

• Experience with CRM system, Salesforce preferred

• Experience with a ticketing system - Ticketmaster/Archtics preferred

• Experience with Microsoft Office and Google Suite products required

B. Knowledge/Skills/Abilities

• A passion for working in sales and retention, with a metric driven mentality

• A self-starter that is solution-oriented to help handle and resolve difficult situations in a calm and professional manner

• Possess strong communication skills; must be comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong, active listening skills

• Strong time management and organizational skills

• An interest and ability in serving others as one of the primary functions of their job

• Be self-directed and able to work independently

• Demonstrated flexibility and creative problem-solving skills 

• Demonstrated outstanding customer service and interpersonal communication skills

• The ability to maintain professional behavior and appearance

• The ability to demonstrate uncompromised judgment and discretion to protect the confidentiality/privacy of others, as well as  company documents and records

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Additional Details 

• The location of this role must be in the St. Louis, Missouri area.

• The role is hybrid, works in a remote office and/or an office environment and will be expected to attend all games and events.

• Position may require periods of sitting at a desk, frequent bending, moving, lifting, and carrying material weighing up to 20 pounds.

• Ability and willingness to work proactively  at events sponsored by the XFL, partner organizations and other grassroot opportunities to promote the XFL team in the selected market and develop new business and fan relationships

• Local travel to appointments and events

• Minimal Travel (<10% travel): May be required to travel. 

• Ability to work a flexible schedule inclusive of weekends, nights and holidays required.

Equal Employment Opportunity Statement

The XFL maintains a strong policy of equal opportunity in employment.  It is our objective to recruit, hire, and retain the most qualified individuals without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other characteristic or status protected by applicable federal, state, or local law.  Our equal employment philosophy applies to all aspects of employment, including recruitment, compensation, benefits, training, promotions, transfers, job benefits, and terminations.