LA Galaxy, Service Executive

Company Information

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

LA Galaxy Service Executives are responsible for managing and strengthening relationships with LA Galaxy Season Ticket Members, with a primary focus on maximizing renewal rates and customer loyalty. This role delivers exceptional service by developing long-term, personalized relationships and proactively addressing concerns that may impact renewal decisions.

Service Executives engage with members through consistent, meaningful touchpoints, including outbound phone calls, face-to-face meetings, personalized correspondence, game-day seat visits, customized emails, timely responses to inbound inquiries, and participation in team-related events. In addition to servicing accounts, Service Executives are trained in ticket sales and serve as experts in all aspects of the ticket sales process.

This position manages a portfolio of season ticket revenue and is responsible for renewing, growing, and enhancing that portfolio by delivering best-in-class service. Service Executives play a key role in increasing customer retention, generating incremental revenue, and differentiating the LA Galaxy within the Los Angeles market and across professional sports.

• Develop, build, and maintain strong personal relationships to drive retention and renewal of LA Galaxy Season Ticket Members through systematic and meaningful contact, including outbound calls, face-to-face appointments, personalized letters, game-day seat visits, customized emails, prompt responses to inbound communication, and special team-related events.
• Provide prompt, thorough, and courteous responses to all inbound customer communications, including phone calls, emails, text, and mail.
• Address all Season Ticket Member service needs, including account issues, ticket exchanges, add-on requests, billing inquiries, and other ticketing or team-related questions. Monitor, respond to, or appropriately route communications received through general Galaxy voicemail and email inboxes.
• Maintain a thorough understanding of all ticket packages available to Season Ticket Members and apply MLS ticket sales best practices to deliver optimal service.
• Execute a minimum number of required touchpoints per Season Ticket account annually, based on the profile and needs of each account.
• Implement and manage all Season Ticket Member benefits, amenities, and events.
• Utilize the CRM system to track interactions, manage account details, and report on relationship progress. Ensure client profiles remain accurate and up to date, and maintain an efficient and effective CRM database.
• Coordinate with marketing, ticket operations, and public relations teams to ensure accurate ticket package information for websites, order forms, press releases, and ticketing systems.
• Create, manage, and analyze data from ticket sales surveys to enhance department efficiency, retention strategies, and overall customer satisfaction.
• Staff sales tables at LA Galaxy events as assigned.
• Generate additional revenue through up-selling, cross-selling, and referral development.
• Participate in department-wide outbound call campaigns and collaborate with ticket sales management to generate appropriate call lists supporting sales initiatives.

• High School Diploma or equivalent required (BA/BS degree preferred)
• A minimum of 2-4 years of related work experience
• Excellent oral and written communication skills
• Proficiency in Microsoft Word, Microsoft Excel, internet use, and general computer applications
• Working knowledge of sales and customer service principles (sports industry experience a plus)
• Professional appearance required at all times. Galaxy attire may be required when representing the organization publicly.
• Strong initiative, work ethic, and desire to build a career in the sports and entertainment industry
• Ability to work effectively in a team environment and adhere to departmental guidelines
• Strong organizational skills with the ability to prioritize…