Director of Membership Services

Organization: Greenville Swamp RabbitsLocation: Greenville, SCDepartment: Ticket Sales & ServiceReports To: Vice President of SalesCompany Information:Based outside of Charlotte, N.C., Spire Sports + Entertainment is bolstered by principled employees with decades of collective experience in brand consulting, celebrity representation and career management, business development, sponsorship placement and program management, event activation, hospitality, media relations, social media support and strategic consulting.Spire Sports & Entertainment is a diversified sports and entertainment organization that pushes the boundaries of traditional marketing to foster business growth in the rapidly changing modern era. Having acquired the Greenville Swamp Rabbits of the ECHL in March of 2020, the organization has seen tremendous growth in all areas of business development, highlighted by overall league-recognition as the ECHL's 'Rising Star Award' winner and finalist in back-to-back seasons.As an organization we continue to strive daily to work and live by our core principles of what it means to be a RABBIT:R - RelentlessA - AccountableB - BelieveB - BoldI - IntentionalT - Team-firstPosition Summary: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 valueLead, 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 fulfillmentDesign and enhance membership benefits, experiences, and events to increase engagement and loyaltyAnalyze customer data, feedback, and trends to identify opportunities for improvement in service and retention effortsManage and optimize systems to ensure accurate tracking of customer interactions and renewal pipelinesDevelop proactive outreach strategies including calls, emails, events, and in-game experiencesLead execution of key member events such as exclusive meet-and-greets, appreciation nights, and VIP experiencesHandle escalated customer service issues with professionalism and a solutions-oriented mindset Qualifications:Bachelor's degree in Sports Management, Business, Marketing, or related field3-5+ 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 satisfactionStrong leadership and team management experienceExcellent communication, interpersonal, and relationship-building skillsExperience with ticketing platforms (Archtics preferred)Highly organized with strong attention to detail and ability to manage multiple projectsPassion for live events, sports, and delivering exceptional fan experiences Key Competencies:Customer-first mindsetStrategic thinking and executionData-driven decision makingLeadership and team developmentProblem-solving and adaptabilityWhy 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.