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Director, Membership Services

Washington, DC 20004

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

  1. You will provide first-class customer service and value for our fans.
  2. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
  3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
  4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
  5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
  6. You will innovate. We are nimble and first to market. We are not averse to risk.
  7. You will have fun. We are in the business of happiness.

Position Overview: The Director, Membership Services works closely with the Vice President, Sales and Services, and the Senior Vice President, Sales and Services in the staffing, management and implementation of a dedicated campaign to drive retention rates and improve satisfaction and loyalty levels for Wizards full season ticket members. This role will lead and manage a Membership Services team of seven Membership Services Managers. This individual will work closely with all departments to implement a comprehensive marketing strategy designed to improve member loyalty and retention levels and enhance new business revenue opportunities from current customers and their networks.

Are you a dedicated sales and service leader with a passion for sports? We would love to hear from you!

Responsibilities:

  • Provide a hands-on role in the hiring and managing of a dedicated staff.
  • Improve year-over-year client satisfaction and retention rates, and associated revenue and profitability goals.
  • Identify ways to build awareness of and grow our DC 12 Club Membership model.
  • Continue to assist staff in identifying additional new business opportunities in the form of additional seats, upgrades, group ticket packages, and corporate events through relationships with existing clients.
  • Take a lead role in the production of all support materials and collateral for the department.
  • Create seasonal client touchpoint programs and work closely with staff to identify ways to enhance the program through training and mentoring.
  • Coordinate and manage membership service campaigns and retention and renewal initiatives.
  • Develop and deliver customized programs, benefits, events, and communication plans using best processes and feedback provided from clients.
  • Work with the analytics staff to identify and use data that will assist in the planning and implementation of our service and retention campaign.
  • Lead all facets of the annual plan holder renewal campaign, including messaging, marketing collateral, incentives and activation.
  • Manage the annual client upgrade and relocation process.
  • Work closely and maintain strong relationships with all other departments and members of the executive team.
  • Work with the Manager, Events and Programs to recruit, hire and train part-time game night staff and interns.
  • Work Wizards home games for the purpose of leading staff and supporting service and retention efforts and promotional initiatives.
  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree or equivalent experience.
  • 3+ years successful ticket sales and service experience with a pro or college sports team, and at least 1 year of successful sales and/or service management experience.
  • Must be familiar with and have a strong passion for professional basketball.
  • Must possess a bold, competitive, and dedicated demeanor.
  • Excellent written and verbal communication skills and presentation skills.
  • Excellent relationship building and interpersonal skills, with the ability to interact comfortably and effectively with both internal and external clients at all levels of an organization.
  • Results oriented approach to both client retention and management.
  • Strong time management skills and the ability to multi-task and balance a dual role requiring both management of a staff, as well as that of numerous business relationships in a professional manner.
  • Flexibility to work evenings, weekends and holidays.
  • Basic proficiency with computers and MS Office programs.
  • Experience with Archtics and Ticketmaster is preferred, but not required.

Pay Rate: $85-95k USD.

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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