Senior Manager - Membership Services CLTFC

Position: Senior Manager – Membership Services - CLTFC
Department: Ticket Sales & Services
Reporting Relationship: Reports to the Vice President of Ticket Sales, Service, & Operations
Status: Full-Time (Exempt)

About Charlotte FC
Charlotte Football Club is the Major League Soccer Club in the Carolinas. The Club’s mission is to be a unifying force that is bigger than one city and encourage a sense of belonging through a progressive, collective, and ambitious approach that guides efforts on and off the pitch. CLTFC is committed to driving growth through the sport and community outreach. Charlotte FC is owned by David Tepper and is a part of Tepper Sports & Entertainment, which also includes Bank of America Stadium and the Carolina Panthers. For more information, visit CharlotteFootballClub.com.

Position Summary
Charlotte FC is actively seeking a Senior Manager – Membership Services to oversee the activities for full-time staff and seasonal projects, support sales & services staff to achieve department revenue and capacity goals through the sale of general and premium season tickets, group tickets, and individual game packages. Additionally, they will oversee the recruitment & development of the Sales & Ticket Services staff as well as the planning, training, and execution of strategic plans to meet and exceed sales and retention goals for Charlotte FC. The incumbent is responsible for the day-to-day to management of our sales and service staff and will oversee all efforts regarding recruitment, hiring, training, ongoing development and growth for our representatives, renewals, specialized services program, and all related organizational projects.

Primary Responsibilities:
Ticket Services:
• Manage the day to day operations of the Membership Services team, ensuring timely, high quality support for all Season Ticket Member accounts.
• Execute year round communication and engagement strategies to strengthen relationships, improve satisfaction, and drive renewal success.
• Lead, train, coach, and mentor service representatives, fostering a high performing, customer focused environment.
• Assist in developing service standards, touchpoint calendars, call campaigns, and fan engagement initiatives.
• Handle escalated or sensitive customer service situations with professionalism and sound judgment.
• Oversee the creation and tracking of key customer service metrics, reporting updates to leadership throughout the year.
• Support the execution of retention initiatives, seat improvement programs, and membership benefit fulfillment.
• Ensure accurate documentation of all interactions and account activity in CRM systems.
• Collaborate with Sales, Marketing, and other internal departments to enhance the overall fan and matchday experience.

Additional Responsibilities:
• Work with other departments to improve communication and the fan experience.
• Demonstrate a commitment to the support of department goals and objectives in all areas.
• Willingness to assist with other departments as able.
• Represent CLTFC at various events in a professional manner.
• Participation and involvement in Game Day activities, promotions, and sales events.
• Facilitate special projects as assigned.

Qualifications:
• Minimum 5+ years of ticket sales & service experience at the collegiate or professional sports level. 8-10 years of ticket sales & service experience is preferred.
• 1-2 years in a management or leadership role, required.
• Bachelor’s degree preferred.
• Experience with Microsoft Dynamics CRM and Archtics systems.
• Must have a valid US Driver’s license.
• Must pass pre-employment screens.
• Knowledge of soccer or professional sports industry is a plus.

Skills for Success
• Strong work ethic and attention to detail.
• Strong verbal and written communication skills.
• Problem solver and creative thinker with the ability to manage multiple projects simultaneously.
• Decision maker, able to exercise independent judgement and discretion with integrity and accountability.
• Superior customer service and leadership skills.
• Works well within a collaborative, team-driven, and goal-based environment.
• Works well under pressure while maintaining a positive attitude.
• Must be a team player, reliable, and dependable with a can-do attitude.
• Must maintain complete confidentiality of privileged, and/or sensitive information.
• Must, at all times, display the character and values of the Tepper Sports & Entertainment brand.
• The ability to prioritize workload to manage time and tasks.

Work Environment and Physical Requir