Manager, Membership Services

Job Title:

Manager, Membership Services

Department:
Ticketing & Membership

Reports To:

Director, Membership Services

Location:

Chicago / United Center (In-Office)

Hours:

Standard office hours are 9:00 am - 5:00 pm / Monday - Friday, however, this position will require frequent non-traditional hours (evenings, weekends, holidays) based on the events schedule.

Status:
Full-time, Salaried, Exempt

# Direct Reports: 5

Compensation:
The annual base salary for this position is $65,000 plus variable incentive pay.

The Chicago Black hawks is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applications will receive consideration for employment without regard to gender, race, religion or religious creed, color, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

We are committed to providing reasonable accommodation for individuals with disabilities.

The Manager, Membership Services is a revenue‑driving leader responsible for retaining and growing the Chicago Black hawks’ valuable membership base. Working in close partnership with the Director, Membership Services, this position is responsible for creating and implementing year‑long engagement strategies for full, half, and partial plan season members and driving results across the team.

• Create and execute the annual Membership Services business plan – setting retention and renewal strategies, performance targets, and individualized plans across the team.
• Lead the hiring, training, coaching, performance management, and ongoing development of the Membership Services team, including but not limited to creating individual goals, monitoring performance to ensure targets are hit, and overseeing the day‑to‑day management for each Account Executive.
• Oversee the execution and fulfillment of all Membership Services benefits and engagement initiatives.
• Direct and manage the creative service requests from concept to execution for all Membership Services engagement and retention initiatives.
• Deliver a seamless, high‑impact membership experience across every home event by efficiently staffing game nights, directing the successful execution of membership engagement activations, ensuring all clients and fans receive a high‑level of customer service, and providing leadership support as needed.
• Collaborate cross‑functionally to maintain standard operating capabilities in Salesforce.
• Maintain and enforce consistent documentation standards across all procedures and activities – including proper documentation of calls, emails, and correspondence in Archtics and Salesforce.
• Maximize resources by monitoring the Membership Services budget and managing program and department expenses.
• Foster ongoing innovation by staying connected to industry best practices, researching new resources, and vetting opportunities that drive growth in ticket sales and membership services.
• Assist the department leadership with all other duties as assigned.

• Minimum 4 - 6 years of experience in sales or telemarketing management, preferably within sports & entertainment, and preferably with direct sales experience.
• Minimum 2 years of experience supervisory experience of multiple direct reports.
• Bachelor's degree required.
• Experience and demonstrated success in event planning and campaign management.
• Strong proficiency in Microsoft Office (including Word, Outlook, Excel) is required.
• Working knowledge of Salesforce (or similar CRM) and Archtics is strongly preferred.
• Excellent written and verbal communication, customer service, conflict resolution, and presentation skills - as well as the ability to provide effective coaching to direct reports.
• Ability to build positive working relationships with clients, direct reports, and peers at all levels within the…