Senior Manager - Membership Services CLTFC

Senior Manager Membership Services - CLTFC

Charlotte FC is actively seeking a Senior Manager Membership Services to oversee the activities for full-time staff and seasonal projects, support sales & services staff to achieve department revenue and capacity goals through the sale of general and premium season tickets, group tickets, and individual game packages. Additionally, they will oversee the recruitment & development of the Sales & Ticket Services staff as well as the planning, training, and execution of strategic plans to meet and exceed sales and retention goals for Charlotte FC. The incumbent is responsible for the day-to-day management of our sales and service staff and will oversee all efforts regarding recruitment, hiring, training, ongoing development and growth for our representatives, renewals, specialized services program, and all related organizational projects.

Primary Responsibilities:

Ticket Services:

• Manage the day-to-day operations of the Membership Services team, ensuring timely, high-quality support for all Season Ticket Member accounts.
• Execute year-round communication and engagement strategies to strengthen relationships, improve satisfaction, and drive renewal success.
• Lead, train, coach, and mentor service representatives, fostering a high-performing, customer-focused environment.
• Assist in developing service standards, touchpoint calendars, call campaigns, and fan engagement initiatives.
• Handle escalated or sensitive customer service situations with professionalism and sound judgment.
• Oversee the creation and tracking of key customer service metrics, reporting updates to leadership throughout the year.
• Support the execution of retention initiatives, seat improvement programs, and membership benefit fulfillment.
• Ensure accurate documentation of all interactions and account activity in CRM systems.
• Collaborate with Sales, Marketing, and other internal departments to enhance the overall fan and matchday experience.

Additional Responsibilities:

• Work with other departments to improve communication and the fan experience.
• Demonstrate a commitment to the support of department goals and objectives in all areas.
• Willingness to assist with other departments as able.
• Represent CLTFC at various events in a professional manner.
• Participation and involvement in Game Day activities, promotions, and sales events.
• Facilitate special projects as assigned.

Qualifications:

• Minimum 5+ years of ticket sales & service experience at the collegiate or professional sports level. 8-10 years of ticket sales & service experience is preferred.
• 1-2 years in a management or leadership role, required.
• Bachelor's degree preferred.
• Experience with Microsoft Dynamics CRM and Archtics systems.
• Must have a valid US Driver's license.
• Must pass pre-employment screens.
• Knowledge of soccer or professional sports industry is a plus.

Skills for Success:

• Strong work ethic and attention to detail.
• Strong verbal and written communication skills.
• Problem solver and creative thinker with the ability to manage multiple projects simultaneously.
• Decision maker, able to exercise independent judgement and discretion with integrity and accountability.
• Superior customer service and leadership skills.
• Works well within a collaborative, team-driven, and goal-based environment.
• Works well under pressure while maintaining a positive attitude.
• Must be a team player, reliable, and dependable with a can-do attitude.
• Must maintain complete confidentiality of privileged, and/or sensitive information.
• Must, at all times, display the character and values of the Tepper Sports & Entertainment brand.
• The ability to prioritize workload to manage time and tasks.

Work Environment and Physical Requirements:

This position operates in a professional office environment and outside in a stadium facility. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Local travel to events may be required. This position typically works approximately 40 hours per week.

• Must be able to work in all Charlotte FC home matches
• Must be able to lift and carry up to 25 lbs.
• Ability to remain sitting for up to 8 hours at a desk and computer
• Ability to remain standing/walking for up to 8 hours
• Ability to work both indoors and outdoors, and endure weather conditions, including rain, wind, high and low temperatures, etc.
• Must be able to work in non-traditional settings, and work non-traditional hours including nights, weekends and holidays