What are the responsibilities and job description for the Membership Services Manager position at Tennessee Titans?
The Tennessee Titans strive to be an ELITE franchise in the National Football League, excelling both on and off the field. Our mission is to win, serve, and entertain our fans, community and one another by living through our values in everything we do. We value Excellence, Leadership, Improvement, Teamwork, and Execution.
The Tennessee Titans are seeking a highly motivated and service-oriented individual to join the Client Services & Hospitality Team as Manager, Membership Services. As a member of our team, you will directly oversee all aspects of the Membership Service team and create touchpoint and engagement plans all in an effort to maximize retention and improve overall customer satisfaction. Providing leadership to the Membership Account Executives, the Manager of Membership Services will assist in the development and execution of initiatives that build a strong, engaged member base, while continually striving to improve service quality, operational efficiency, and member communication.
As a people leader within our organization, the Manager, Membership Services has the opportunity to invest and lead a team of individuals through continuous coaching, feedback and support. An ideal leader within the Tennessee Titans is an effective communicator, solution-focused and a catalyst for improvement.
Responsibilities:
- Oversee the day-to-day management and provide guidance for the Membership Services team to ensure high standards of customer service are consistently maintained; identify both individual and team goals.
- Lead the onboarding process for new staff members; ability to train staff on service standards and expectations.
- Address escalated member concerns, ensuring prompt and professional resolution while maintaining strong member relationships.
- Manage and optimize the use of customer relationship management (CRM) tools to track interactions, identify member preferences, and segment communications for more targeted engagement.
- Oversee the tracking of membership data, including renewals, attendance, and satisfaction metrics. Identify opportunities for growth and improvement.
- Work closely with the ticketing, operations, and gameday staff to ensure a cohesive and effective member experience throughout all fan interactions.
- Other duties as assigned by Sr. Director, Membership Services.
Qualifications:
- Bachelor’s degree required.
- Minimum three years’ experience in customer service, or a similar role, preferably in a sports or entertainment environment.
- Must be a self-starter with a strong work ethic and organizational skills.
- Excellent written and verbal communication skills.
- Demonstrated flexibility and creative problem-solving skills.
- Strong understanding of fan engagement strategies and best practices in service standards.
- Ability to balance internal priorities with customer expectations.
- Ability to work well with others and operate in a team-first environment.
- Comfortable in a fast-paced environment.
- Must have proficient computer skills and experience with Microsoft Office.
- Knowledge of CRM software and ticketing systems (e.g. Microsoft Dynamics, SeatGeek) is preferred.
- Must be able to move around the stadium and other event venues for the entire duration of an event (up to ten hours).
- Must be able to work flexible hours, including evenings, weekends and holidays, as necessary.
NO PHONE CALLS OR EMAILS, PLEASE. Unfortunately, we are unable to update candidates on the status of their applications. Those selected for further consideration will be contacted by someone from the Tennessee Titans.
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.
