Manager of Membership Services

Austin FC joined Major League Soccer (MLS) as the League’s 27th club in January 2019. Austin FC began competing in MLS in April 2021 and will play its fifth season in 2025.  Austin FC plays its home matches at Q2 Stadium, a 100% privately financed, state-of-the-art stadium which earned certification as a zero-waste venue in 2024.  Austin FC sold out all 70 MLS home matches it played at Q2 Stadium during its first four seasons in the league, including two home MLS Cup Playoff matches in 2022 as the team reached the Western Conference Final. 

 

Austin FC is actively seeking a driven and motivated Manager of Membership Services to oversee the development, service, and retention of Oak Collective Members. 

In this role, you will be responsible for enhancing experiences and servicing Oak Collective Members while generating revenue by informing and devising the sales and service process; developing and executing season ticket member events as well as other related programs; contributing to key marketing campaigns; and building and continuing relationships with Oak Collective Members. The Manager of Membership Services will assemble and manage a team that will develop and execute effective sales and service strategies to bring a robust membership program to the Austin community. 

This role is an in-person position located at the Austin FC offices in Austin, TX.

·        Has a positive attitude, strong work ethic and passion for customer service and sales?

·        Is goal oriented and driven to succeed?

·        Is motivated by understanding a client’s needs and crafting creative solutions to meet those needs?

·        Understands the need to partner with (and support) non-revenue-generating departments?

·        Promotes a culture of high performance and continuous improvement that values learning and quality?

·        Consistently prioritizes projects, meetings and fast-changing schedules while remaining productive and professional?   

·        Enjoys being challenged and has a desire to develop innovative, positive outcomes? 

·        Is agile and able to respond effectively to the rapidly changing needs of a fast-paced / high-growth organization?

·        Works well within in a collaborative, team-driven, and goal-based environment? 

 

·        Oversee and participate in the development of Season Ticket Member service plans to maximize the experience for those investing in the Club; and

·        Be responsible for managing an individual book of business and hitting individual sales goals; and 

·        Inform and devise the engagement and service strategy for the Season Ticket Member community; and 

·        Collaborate with the leadership team to develop innovative membership privileges and events; and

·        Partner with senior leaders to understand business goals, consult on strategies and produce plans to achieve annual and long-term revenue and profitability growth targets, create new revenue streams, identify efficiencies, synergies and economies of scale that lead to tangible economic value creation; and

·        Build and lead a team of Membership Service professionals and provide effective leadership to develop staff as well as promote the culture and values of the Club; and

·        Collaborate closely with and leverage the business strategy team to ensure the Membership Sales Team and Service Team appropriately and cost-effectively plans and targets work to optimize sales impact; and

·        Collaborate with finance to develop and manage budgets as well as forecasting projections with accurate, relevant and consistent business metrics.

 

·        Bachelor’s Degree required

·        Minimum three years of client service experience within the sports industry

·        A passion for and an impressive track record in membership services

·        Demonstrated sales and service leadership experience with a proven record of performance, business achievement and a demonstrated ability to identify and resourcefully meet their diverse needs

·        Exceptional record of developing and implementing sales and service strategies that consistently meet or exceed goals and strategic objectives

·        High proficiency in relationship building, relationship management and networking skills

·        Evidence of being a strategic, creative thinker with the ability to develop and implement processes and plans

·        A successful leadership background with high ethical standards

·        A commitment to diversity and inclusion both internally and externally 

·        Experience servicing season ticket members is a plus 

·        Demonstrated ability to communicate effectively using a variety of media with diverse audiences

·        English language proficiency is essential and Spanish/English bilingual skills are a plus. Additional languages – even better

·        An outstanding work ethic and attention to detail

·        Proficiency in Microsoft applications and CRM systems. Proficiency in SalesForce/Microsoft Dynamics a plus

·        Prior sports and entertainment industry experience a plus, but not required

 

·        It is the policy of Austin FC not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, marital status, genetic information, disability or because one is a protected veteran.

·        All selected candidates are subject to passing a background check prior to employment.

·        Hours are variable and can easily include evenings, weekends and some holidays in addition to the traditional Monday through Friday hours.