Director of Membership Services

Director of Membership Services

The Director of Membership Services is responsible for leading all season ticket member service, events, retention strategy, and fan experience initiatives for the Greenville Swamp Rabbits Ticket Sales Department. This role will focus on maximizing customer satisfaction, driving renewal revenue, and cultivating long-term relationships with our most loyal fans, corporate partners, and group leaders.

Key Responsibilities

• Develop and execute a comprehensive season ticket member retention strategy, with a focus on increasing renewal rates and overall customer lifetime value
• Lead, mentor, and manage other entry level representatives on best practices for retention and renewal programs.
• Oversee all season ticket member communications including renewal campaigns, service touchpoints, and benefit fulfillment
• Design and enhance membership benefits, experiences, and events to increase engagement and loyalty
• Analyze customer data, feedback, and trends to identify opportunities for improvement in service and retention efforts
• Manage and optimize systems to ensure accurate tracking of customer interactions and renewal pipelines
• Develop proactive outreach strategies including calls, emails, events, and in-game experiences
• Lead execution of key member events such as exclusive meet-and-greets, appreciation nights, and VIP experiences
• Handle escalated customer service issues with professionalism and a solutions-oriented mindset

Qualifications

• Bachelor's degree in Sports Management, Business, Marketing, or related field
• 3-5+ years of experience in ticket sales, service, or customer retention (sports or entertainment industry preferred)
• Proven track record of driving high renewal rates and customer satisfaction
• Strong leadership and team management experience
• Excellent communication, interpersonal, and relationship-building skills
• Experience with ticketing platforms (Archtics preferred)
• Highly organized with strong attention to detail and ability to manage multiple projects
• Passion for live events, sports, and delivering exceptional fan experiences

Key Competencies

• Customer-first mindset
• Strategic thinking and execution
• Data-driven decision making
• Leadership and team development
• Problem-solving and adaptability

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Why Join Us? Be part of a Community-First organization, where taking Ownership of your Role is the Standard. We strive to be a Polished, Professional and Clean brand, that continually elevates the bar on creativity. This is an opportunity to shape the future of fan engagement and build lasting relationships with one of the most rapidly growing, passionate fan bases of AA Professional Hockey, in an elite, prospering market. ______________________________________________________________________________________ We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.