What are the responsibilities and job description for the Senior Director, Premium and Membership Services position at Nashville Soccer Club?
Position Summary
The Senior Director, Premium & Membership Services is responsible for leading Nashville SC’s Premium and Membership Services teams by providing strategic direction, goal setting and leadership. This position is tasked with improving retention and growing revenue through building relationships and providing superior customer service to all Annual & Premium Season Ticket Members, including Suites, Loges and Club members.
RESPONSIBILITIES
- Organize and manage the Annual Season Ticket Member auto-renewal campaign, with the goal of establishing one of the highest renewal rates in MLS.
- Develop and lead strategy, planning and execution of Premium Member renewals & contract extension campaigns
- Lead, manage and grow a team of 12, comprised of a Sr. Manager of Premium, Manager of Membership Service, Manager of Premium Services and Premium & Membership Service Specialists
- Design and implement membership experiences by leveraging assets, including NSC game days, stadium events, away team trips and team partners, while establishing strong working relationships with stadium operations, marketing, finance, Levy Restaurants, and all relevant internal and external entities.
- Oversee the development and execution of the club’s Legacy Lineup Member Benefit Platform, as well as the Premium N Business Membership Program and all additional member benefits
- Develop a measurable touchpoint program alongside Business Strategy & Analytics to deliver high value touchpoints with Season Ticket Members through calls, meetings, gifting and events for the Season Ticket Member base
- Manage and track the service team budget, ensuring resources are utilized efficiently and strategically
- Establish and track individual and team strategic goals, benchmarks and metrics to measure success
- Create reporting tools within current systems and communications to senior leadership and throughout the organization
- Create training and onboarding programs to share best practices, encourage career development and a culture of learning and growth
- Perform other duties as assigned
QUALIFICATIONS:
- Minimum of five (5) years of experience in a service capacity with professional and/or collegiate sports team
- Minimum of three (3) years of experience in a leadership role in ticket service with professional and/or collegiate sports team
- Strong management and leadership skills with the ability to provide detailed direction to staff, as well as holding them accountable for what is expected
- A proven track record at providing an in-depth training program that both provides initial onboarding as well as sustained career development
- Bachelor’s Degree preferred or equivalent work experience in related field
- Proficiency in basic software programs (Microsoft Word, Excel, PowerPoint, Outlook) • Proficiency in Ticketmaster Archtics or similar ticketing software a plus
- Must be organized, creative, enthusiastic, analytical and possess excellent interpersonal skills
- Understand the impact of culture on the workplace and adapt to the culture within the organization and office, while creating a complementary culture within the ticketing group that fosters success, transparency and trust
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.
