Manager, Membership Services

Manager, Membership Services

Join a championship organization experiencing record growth. The Florida Panthers seek a Manager, Membership Service to lead and elevate the team at Amerant Bank Arena. This role focuses on service strategy, retention, and delivering an exceptional member experience. The ideal candidate is a strong leader who builds relationships, drives engagement, and motivates a high-performing team committed to satisfaction and loyalty.

Specific duties include but are not limited to :

• Support Membership Service team day-to-day operations during office hours, Florida Panthers home games, and Territory Member Events through guidance on situations.
• Oversee and lead team to meet and exceed organization retention goals and growth strategy.
• Manage and assist with the development and planning of Territory Member renewal campaign with communication, renewal benefits, and employee engagement.
• Manage, respond, and resolve Territory Member challenges, complaints and requests in a timely manner while providing insights to leadership and service team.
• Engage with Members to ensure an exceptional experience is delivered while developing and maintaining strong relationships.
• Organize ongoing training and development program for Membership Service Team Members on topics such as handling hard conversations, relationship building, and renewal preparation.
• Provide accurate touchpoint and client engagement reports to management in a timely and consistent manner.
• Provide individual coaching to Account Managers on the Membership Service team through bi-weekly one on ones to meet and exceed service levels, aligning with the Florida Panthers standards and company values.
• Collaborate with Sanza, Partnerships, Panthers Intelligence, and other applicable departments as needed to ensure organizational alignment, enhance processes, benefits, and drive growth.
• Maintain a strong knowledge of business and entertainment initiatives.
• Other duties and special projects as assigned.

Qualifications :

Position Type / Expected Hours of Work : This is an Exempt Full-Time position. Hours of work are based on event schedule and include nights, weekends and occasional holidays.