Specialist, Membership Services – Monumental Sports & Entertainment, US
Monumental Sports & Entertainment (MSE), located in Washington, D.C., is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates five professional sports teams: the 2019 WNBA Champion Washington Mystics, the 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, NBA G League’s Capital City Go-Go, and NBA 2K League’s Wizards District Gaming. The company is also co-owner of aXiomatic, which has controlling interest in global esports franchise Team Liquid, and owns and operates Capital One Arena in Washington, D.C. MSE also manages MedStar Capitals Iceplex, the state-of-the-art training facility for the Capitals and EagleBank Arena on George Mason University’s campus. In conjunction with the District of Columbia and Events DC, MSE is a partner in a new sports and entertainment facility in Southeast DC on the St. Elizabeth’s East campus that opened in September 2018. Facility highlights include MedStar Wizards Performance Center, the brand-new training facility for the Wizards, Go-Go and Mystics, and a 4,200-seat arena which serves as the new home of the Mystics and Go-Go. MSE also co-owns and operates Monumental Sports Network (MSN) with the NBC Sports Group. MSN is the mid-Atlantic region’s top destination for exclusive fan experiences and original sports content across desktop, tablet, mobile and OTT streaming devices. Visit www.monumentalsports.com.
MSE proudly promotes its core values for all those that interact with the company. As a member of our team:
- You will provide first-class customer service and value for our fans.
- You will champion a double-bottom line that engages, unifies and gives back to the community we serve.
- You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
- You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
- You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
- You will innovate. We are nimble and first to market. We are not averse to risk.
- You will have fun. We are in the business of happiness.
Position Overview: The Specialist, Membership Services position is directly responsible for all revenue goals associated with an assigned base of existing WNBA Washington Mystics and NBA G-League Capital City Go-Go season ticket members. This position will prioritize establishing relationships by focusing on customer service, renewals and retention, new business referrals, add-ons and upgrades.
Are you a sales and service professional with excellent customer service skills and a passion for sports? We would love to hear from you!
Responsibilities:
- Responsible for gaining account bases’ annual renewal commitment while being able to overcome any objections associated with the renewal.
- Meet and exceed retention and associated revenue goals with assigned account base.
- Build positive relationships through active communication, including seat visits, phone calls, emails and other relevant communication channels.
- Improve year-over-year fan experience.
- Focus on upselling, cross-selling current season ticket base on additional Go-Go & Mystics memberships, partial plans, group programs, etc. through gaining referrals from existing clients.
- Proactively communicate with and anticipate the needs of our customers by being an expert on available products and services.
- Proactively connect with clients to anticipate their needs while relying on products and services offered.
- Provide exciting, personalized, and unexpected experiences for all clients in order to grow customer dedication and interest.
- Manage client Touchpoint program to include courtesy phone calls, in-office visits, in-arena visits and interactions at special events.
- Sharing stories and experiences on how you made an impact with your accounts to cultivate team creativity.
- Propose creative ideas to enhance all aspects of membership activation culture, including developing new benefit programs, special events and ways to exceed client’s expectations.
- Quickly and efficiently detail all client communication in CRM.
- Assist with the planning of member events and creative gameday experiences.
- Consistently and enthusiastically answer incoming phone calls and emails to provide resources on items such as game night questions, member benefit questions, customer profile changes, account balances.
- Other duties as assigned.
