Manager, Membership Services

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community.  The organization is on the rise and is experiencing success both on and off the ice.  Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, entering the 2024-2025 season as Stanley Cup Champions.  Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high.  The organization is expanding outside of Amerant Bank Arena via the renovation of the FTL War Memorial in downtown Fort Lauderdale.  This state-of-the-art ice facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 4,000-capacity music theatre for live entertainment.  The future is bright, and we are very proud of what we are building in South Florida.

Job Title: Manager, Membership Service
Department: Membership Service
Reports To: Senior Manager Membership Service
FLSA: Exempt
Employment Type: Full-Time
Location: Amerant Bank Arena

Job Summary:
Join a championship organization experiencing record growth. The Florida Panthers seek a Manager, Membership Service to lead and elevate the team at Amerant Bank Arena. This role focuses on service strategy, retention, and delivering an exceptional member experience. The ideal candidate is a strong leader who builds relationships, drives engagement, and motivates a high-performing team committed to satisfaction and loyalty.

Job Functions:

Specific duties include but are not limited to:

• • Support Membership Service team day-to-day operations during office hours, Florida Panthers home games, and Territory Member Events through guidance on situations.
  • Oversee and lead team to meet and exceed organization retention goals and growth strategy.
  • Manage and assist with the development and planning of Territory Member renewal campaign with communication, renewal benefits, and employee engagement.
  • Manage, respond, and resolve Territory Member challenges, complaints and requests in a timely manner while providing insights to leadership and service team.
  • Engage with Members to ensure an exceptional experience is delivered while developing and maintaining strong relationships.
  • Organize ongoing training and development program for Membership Service Team Members on topics such as handling hard conversations, relationship building, and renewal preparation.
  • Provide accurate touchpoint and client engagement reports to management in a timely and consistent manner.
  • Provide individual coaching to Account Mangers on the Membership Service team through bi-weekly one on ones to meet and exceed service levels, aligning with the Florida Panthers standards and company values.
  • Collaborate with Sanza, Partnerships, Panthers Intelligence, and other applicable departments as needed to ensure organizational alignment, enhance processes, benefits, and drive growth.
  • Maintain a strong knowledge of business and entertainment initiatives.
  • Other duties and special projects as assigned.

• Support Membership Service team day-to-day operations during office hours, Florida Panthers home games, and Territory Member Events through guidance on situations.
• Oversee and lead team to meet and exceed organization retention goals and growth strategy.
• Manage and assist with the development and planning of Territory Member renewal campaign with communication, renewal benefits, and employee engagement.
• Manage, respond, and resolve Territory Member challenges, complaints and requests in a timely manner while providing insights to leadership and service team.
• Engage with Members to ensure an exceptional experience is delivered while developing and maintaining strong relationships.
• Organize ongoing training and development program for Membership Service Team Members on topics such as handling hard conversations, relationship building, and renewal preparation.
• Provide accurate touchpoint and client engagement reports to management in a timely and consistent manner.
• Provide individual coaching to Account Mangers on the Membership Service team through bi-weekly one on ones to meet and exceed service levels, aligning with the Florida Panthers standards and company values.
• Collaborate with Sanza, Partnerships, Panthers Intelligence, and other applicable departments as needed to ensure organizational alignment, enhance processes, benefits, and drive growth.
• Maintain a strong knowledge of business and entertainment initiatives.
• Other duties and special projects as assigned.

 Qualifications:

• Strong presentation, communication, organization, and time management skills. 
• Ability to multi-task and prioritize both important and urgent requests.
• Experience working with all levels within an organization from assistants to CEO’s.
• Experience working with multi-year and contractual agreements.
• Critical thinker, self-driven, motivated, results and solution oriented.
• Strong commitment and passion to building relationships and deliver world class service.
• Strong work ethic and a desire to continue a career in professional sports.
• SeatGeek and Unify or Ticketmaster and Archtics, and Microsoft Office experience required.
• Minimum of 3-5 years of increasingly responsible experience in customer service and sales role, preferably with a sports facility/professional team.
• Live and work by the CATS values – Commitment, Attitude, Trust, and Standards.
• Proven track record of consistently exceeding corporate objectives and expectations.
• Bachelor’s Degree (B.S.) from four-year college or university.

Position Type/Expected Hours of Work:
 This is a an Exempt Full-Time position. Hours of work are based on event schedule and include nights, weekends and occasional holidays.

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.