Club Membership Service Executive - Sounders FC

JOB TITLE: Club Membership Service Executive 

CLUB: Seattle Sounders FC

DEPARTMENT: Ticket Sales & Service  

REPORTS TO: Director of Membership Service

FLSA: Full-Time, Non-Exempt

TYPE: Individual Contributor

 

OUR CLUB

When you join Seattle Sounders FC, you join a soccer-loving, socially progressive, ambitious club rooted in the best soccer city in America. We have one of the most passionate sports fan bases in North America who are invested in the Sounders as much for our commitment to making a positive impact in our communities as they are for winning the 2019 MLS Cup and 2022 CONCACAF Champions League on home soil. We exist to create special moments like these, where we enrich lives and unify our fans and city through soccer.

POSITION SUMMARY

As a Club Membership Service Executive, you are integral to the club’s operations, focusing on maximizing the Season Ticket Member experience for our Club Alliance Members by creating exclusive touch-points that create lasting memories. Within those memorable connections you will look for key opportunities to upsell, cross-sell, or other value add-ons that meet our members’ needs. There are no limitations to your success as you can sell a full product menu while developing a long-lasting relationship with Members to achieve retention goals. You will also be the source and primary contact for all Club inquiries and needs. We are therefore seeking self-driven, positive, and resilient individuals to provide excellent customer service and attention to detail when creating long-lasting relationships between fans and team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Meet or exceed established sales and retention objectives by executing sales calls, virtual presentations, and stadium tours to sell and up-sell Sounders FC ticket products, including Full seasons, Partial plans, Groups, and Premium/Suites.
• Identify new or additional business opportunities by establishing a professional network, in addition to relationships with current Club Members.
• Work with Director to create fresh and unique experiences for Club Members on both match and non-match day.
• Educate prospective and current Season Ticket Members about Club membership benefits, amenities, and best practices.
• Answer and monitor general customer service and Season Ticket Member inbound inquiries to convert into sales or assist in service requests.
• Create and execute a best-in-class experience for all Club Members.
• Develop client data profiles for all Members, including Full, Partial, and Groups contacts to provide a unique and tailored fan experience.
• Internally communicate customer feedback to help improve fan experience and find opportunities for exclusive Club Member events, gifts, and invites.
• Maintain a detailed database of our members and document all touch points in Salesforce.
• Execute the Season Ticket Member upgrade, cross-sell, and renewal experience each season.
• Attend and provide service at all match days and other special events that include night and weekend work.
• Other duties may be assigned.

QUALIFICATIONS:

• 2+ years of proven, successful sales and/or customer service experience.
• Experience using Archtics and Salesforce CRM preferred.
• A passion for soccer, MLS, and growing the sport in the United States. 
• A passion for working in sales and retention, with a metric driven mentality.
• An active listener, with innate curiosity and an interest in understanding people.
• A self-starter that is solution-oriented to help handle and resolve difficult situations in a calm and professional manner.
• Extraordinary communicator – both written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally always. 
• Demonstrated dedication with the ability to oversee projects from origin to execution.
• Ambitious and innovative; a creative thinker that uses unique approaches to develop a relationship with current and/or prospective Club Members.
• Ability to drive independent results, while simultaneously having a One Club mentality and acting as a team player who thrives in a collaborative environment.
• Ability to be a Trusted Teammate who exhibits dynamic interpersonal skills and positive, approachable personality.
• Understanding of basic accounting principles.
• Openness to leverage innovative technologies, including AI tools, to enhance media and communications efforts.
• Excellent time-management skills and attention to detail.
• A willingness to learn and understand our Club members’ and new prospects’ value propositions.
• Committed to principles of diversity, equity, and inclusion, and to living club values and the Sounders FC Mission to Create Moments, Enrich Lives, and Unify Through Soccer, in all interactions with colleagues, players, and fans.
• Bilingual or multilingual a plus (English/Spanish).

WORK ENVIRONMENT

• This role requires regular on-site presence at our Headquarters & Training Facility in Renton, WA, as part of a hybrid work arrangement, as well as matches at Lumen Field, events and meetings in market as needed.
• Must be able to work a flexible schedule, including evenings, weekends, and holidays as needed.
• Must be able to facilitate own local travel.
• Must reside within Washington state upon date of hire.
• Must be eligible to work in the US without sponsorship.
• Responsibilities include regular work outdoors and may require standing on feet for long periods of time, as well as some lifting of up to 20 pounds.

COMPENSATION, BENEFITS & PERKS

We offer competitive compensation and an engaging, supportive environment that prioritizes the health and well-being of our people by providing the following top-notch benefits.

The annual salary range for this position is $45,000 - $55,000 and eligible for Bonus and Commission. Base pay at time of offer will take into account job-related knowledge, skills and experience required for the role, internal equity and market.

Our Total Rewards package for full-time team members includes:

• Comprehensive Healthcare Coverage: We offer 100% employer-sponsored premiums for you and your dependents.
• Generous and Flexible PTO: Our Paid Time Off plan is designed with your well-being in mind, offering unlimited paid vacation.
• Retirement Planning Support: 401(k) retirement plan matching, helping you secure your financial future with ease.
• Inclusive Parental Leave: Our gender-neutral parental leave program provides 12-16 weeks of paid leave, giving new parents the time and support they need during this important life stage.
• Exclusive Perks: Enjoy complimentary tickets to matches, making it easier for you to experience the excitement firsthand.
• Continuous Growth Opportunities: We invest in your learning and development through various programs and resources.
• Community Engagement: We provide a variety of volunteer opportunities that align with our social impact goals and RAVE Foundation initiatives, empowering you to make a meaningful difference in the Seattle community.

 

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

We are committed to fostering a diverse and inclusive workplace where every employee is respected, valued and supported. We celebrate our diverse work environment and welcome team members of all backgrounds and perspectives. To that end, if you do not meet every job requirement listed, we still encourage you to apply. We believe your relevant experience and expertise will help us become a high-performing best-in-class workplace for all. Women, gender-nonbinary, people of color, LGBTQIA+ people and people with disabilities are encouraged to apply.

The physical demands reflected in the duties and work environment herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. If you’d like to request an accommodation in the application or interview process, please do so by emailing the People & Culture Team.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

 

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