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Manager, 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 Manager, Membership Services position is responsible for all revenue goals associated with an assigned base of existing WNBA Washington Mystics and NBA G-League Capital City Go-Go season ticket members. This position will prioritize establishing relationships by focusing on customer service, renewals and retention, new business referrals, add-ons, and upgrades.

Are you a sales and service professional with excellent customer relations skills and a passion for sports? We would love to hear from you!

Responsibilities:

  • Educate and lead Franchise Team reps with all renewal initiatives.
  • Create and implement a strategic plan that includes developing, creating, and driving service campaigns.
  • Lead by example and collaboration while maintaining an environment of accountability.
  • Ensure the highest level of member satisfaction within the Mystics season ticket member base.
  • Proactively and consistently communicate with and anticipate the needs of the team and members.
  • Partner with leadership across all corporate functions for success and establish positive working relationships with colleagues at all levels.
  • Propose creative ideas to the team that will enhance all aspects of membership activation culture, including developing new benefit programs, special events, and ways to exceed members’ expectations.
  • Develop and implement strategies to maintain membership base by taking a listen and respond approach to member feedback and requests.
  • Coordinate communication campaigns to increase engagement and enhance the member experience.
  • Track and respond to member inquiries, feedback, and concerns promptly and effectively through the Membership Services email.
  • Manage and oversee the development, execution, and continuous improvement of the membership perks and benefits program.
  • Work with the Senior Manager of Events and Vice President of Ticket Sales and Services to find opportunities to enhance member perks and benefits program.
  • Collaborate to complete special events, such as member events, appreciation days/parties, and exclusive meetups.
  • Build relationships with membership base through active communication, including seat visits, phone calls, emails, and other relevant communication channels.
  • Manage assigned membership accounts book of business, while selling upgrades, add-ons, and referrals.
  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree in business, communications, marketing, hospitality, or a related field.
  • 2-3 years of experience in membership services, customer service, or client services.
  • Proficiency with CRM systems, Microsoft Office Suite, and other customer service tools.
  • Extremely high attention to detail; passionate about the little things.
  • Ability to multi-task and balance numerous business relationships in a professional manner.
  • Advanced knowledge of Salesforce or equivalent Customer Relationship Management (CRM) tool.
  • Strong interpersonal, written, and verbal communication skills.
  • Problem solver, detail driven, and an extraordinary teammate.
  • Ability to build positive relationships with clients and peers at all levels within the organization.
  • Ability to efficiently lead and prioritize multiple projects at once.
  • Flexibility and willingness to work evenings, weekends, and holidays as needed.

Pay Rate: $25-28.85 USD/hour.

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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