Membership Services & Engagement Manager

ABOUT US

The North Carolina Courage, a member of the National Women’s Soccer League (NWSL), is seeking a Membership Services & Engagement Manager to join our team. We hire people who help us work smarter, sharper, and more Courageous. This person will be responsible for creating a best-in-class membership experience that drives long-term loyalty and retention for our season ticket members.

As a member of our Club, you will contribute to an environment grounded in our Operational Standards: Set the Standard. Own the Results. Lead the Club. We are looking for individuals who embody Integrity, Community, Accountability, Respect, and Excellence in everything they do and who are motivated to elevate the Courage through their work, attitude, and professionalism.

The Membership Services & Engagement Manager is responsible for delivering an exceptional experience for NC Courage Season Ticket Members and Flex Pass Members throughout every stage of their membership journey. This role serves as the primary service contact following the sale, ensuring members receive proactive communication, personalized support, and a best-in-class membership experience that drives long-term loyalty and retention.

This position owns the execution, communication, and continuous improvement of the Club's membership benefits program while partnering cross-functionally to ensure every benefit is delivered seamlessly throughout the season. The role also serves as a strategic partner to the Ticket Sales team by supporting renewals, identifying upsell opportunities, and maximizing member lifetime value.

While Account Executives maintain ownership of client relationships and new sales opportunities, this position is responsible for delivering an exceptional post-sale experience that strengthens retention, increases engagement, and creates future revenue opportunities.

• Serve as the primary post-sale service contact for assigned Season Ticket Members and Flex Pass Members.
• Build proactive relationships through scheduled outreach focused on engagement, satisfaction, education, and retention.
• Resolve ticketing issues including mobile ticket management, exchanges, transfers, account updates, payment assistance, and account maintenance.
• Manage payment plans, declined payments, account corrections, and related administrative functions.
• Maintain detailed CRM records documenting all customer interactions and follow-up.
• Respond promptly and professionally to member inquiries via phone, email, text, and in-person interactions.
• Support premium members and hospitality clients as assigned.
• Collaborate with Account Executives regarding member concerns, renewal strategies, and upsell opportunities while maintaining seamless customer experience.

• Own the execution and ongoing management of all Season Ticket Member and Flex Pass member benefits.
• Develop and maintain annual benefit fulfillment calendars and internal timelines.
• Coordinate fulfillment of membership gifts, merchandise programs, exclusive member offers, digital benefits, and additional membership inclusions.
• Ensure all membership benefits are delivered accurately, on time, and consistently throughout the season.
• Evaluate current member benefits and recommend enhancements that improve the overall membership experience and retention.

• Lead all member-facing communications related to membership benefits, exclusive events, and engagement opportunities.
• Manage event invitations, registration, RSVP tracking, reminders, confirmations, waitlists, and post-event follow-up communications.
• Serve as the Ticketing Department's primary liaison for member communications surrounding exclusive experiences.
• Partner closely with the Club's Events Manager to ensure all membership event expectations, attendance lists, timelines, and member communications are delivered successfully.
• Support member event execution on-site while the Events team maintains ownership of overall planning and production.

• Serve as the Ticketing Department lead for membership benefit fulfillment.
• Collaborate with Marketing, Merchandise, Game Day Operations, Partnerships, Finance, Community Relations, and Stadium Operations to successfully deliver membership programs.
• Coordinate all ticketing-related operational needs necessary to support member benefits and experiences.
• Coordinate participant…