Member Service Manager

PORTLAND THORNSFounded in 2012, Portland Thorns FC have set the standard for fan support and on-field success in women’s soccer since its inaugural 2013 season. One of the world’smost supported women’s soccer clubs, Portland has led the league in attendance foreight seasons and set a new club playoff attendance record last year with 25,218 fanssupporting Thorns FC in the 2023 semifinal match at Providence Park. Thorns FChave won the NWSL Championship a league-record three times (2013, 2017, 2022)and finished as runners-up in 2018. The club has made the postseason a league-highnine times and has won the NWSL Shield in 2016 and 2021.WHO ARE THE PORTLAND THORNS?We are the Portland Thorns.We will be the #1 women’s football franchise in the world.We fight to protect the integrity of our team and to inspire our city.We are stewards of innovation…on and off the pitch.We have a storied history of winning with a championship pedigree.We believe in inclusiveness and demonstrating an authentic commitment to the community.We are diverse, multi-cultural and we take action with purpose and intent.We will relentlessly be a thorn in our opponent’s side and forever be the crown jewels of Portland.We are the Portland Thorns.THE ROLEThe Portland Thorns are looking for self-motivated, personable and organizedManager to join our Member Services team. The ideal candidate is self- sufficient,diligent with details, has a strong work ethic and a service mindset who is driven bymeeting and exceeding aggressive sales and service objectives. We are looking forsomeone who is a team player with the ability to handle multiple assignments in afast-paced environment as well as handle customer complaints with ease and grace. Ifyou have a service-oriented and competitive nature and are not afraid of outboundcalls, this could be the job for you!WHAT YOU’LL BE UP TO• Renew all assigned Thorns Annual Members• Manage Thorns Loyalty Program• Manage and assist in hiring of new Member Services Coordinators• Manage Member Services Coordinators in their day-to-day service efforts• Generate incremental ticket and concessions revenue from existingaccounts via referrals, upselling and cross-selling of Portland Thorns FC.• Provide excellent customer service to all guests of Providence Park• Document and track all account correspondence in database system• Update and gather all pertinent demographic information and enter inSalesforce databases• Embrace excellent customer service standards to surprise and delight ourguests• Assist in managing annual relocation and upgrade process• Assist in the management of season Annual Membership benefit fulfillmentand planning• Assist in planning and execution of all Annual Membership events• Act as in-season liaison to our Annual Members in all areas of customerservice. • Make regular “check-in”/service calls and customer touch points• Schedule consistent in-game seat visits• Visit clients out-of-office• Assist management of Guest Service Center, Box Office, and VIP service areas on game days• Manage all miscellaneous requests• Service all membership accounts in your personal account “book.”• Required to be present at the majority of Thorns games.• Assist in ticket operations functions as needed• Fulfill various administrative and strategic planning tasks• Sell full menu: groups, full season, half season, mini plans.• Other duties as assignedWHAT IT TAKES TO BE A THORN• Bachelor’s degree or experience in lieu of a degree.• 3+ years’ customer service experience preferred. Sports industry a plus• Proficiency in Microsoft Office• Excellent verbal and written communication skills• High comfort level making outbound calls• Strong time management skills and attention to detail• Knowledge of Seat Geek, knowledge of Salesforce and HubSpot is a plus• Has a competitive spiritBENEFITS• Competitive salary and performance-based incentives, salary range $68K - $78K• Comprehensive benefits package, including health insurance, retirement plans, and wellness programs• Opportunities for professional development and career advancement• Dynamic, collaborative and fun work environment• Opportunity to make a meaningful impact and contribute to the growth of women's soccerReady to Be a Thorn in the Best Possible Way? Apply Now!If you’re ready to shape the future of the Portland Thorns, send us your application.Let’s make history together! 🌹The Portland Thorns are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital orveteran status, or any other protected class.PORTLAND THORNSFounded in 2012, Portland Thorns FC have set the standard for fan support and on-field success in women’s soccer since its inaugural 2013 season. One of the world’smost supported women’s soccer clubs, Portland has led the league in attendance foreight seasons and set a new club playoff attendance record last year with 25,218 fanssupporting Thorns FC in the 2023 semifinal match at Providence Park. Thorns FChave won the NWSL Championship a league-record three times (2013, 2017, 2022)and finished as runners-up in 2018. The club has made the postseason a league-highnine times and has won the NWSL Shield in 2016 and 2021.WHO ARE THE PORTLAND THORNS?We are the Portland Thorns.We will be the #1 women’s football franchise in the world.We fight to protect the integrity of our team and to inspire our city.We are stewards of innovation…on and off the pitch.We have a storied history of winning with a championship pedigree.We believe in inclusiveness and demonstrating an authentic commitment to the community.We are diverse, multi-cultural and we take action with purpose and intent.We will relentlessly be a thorn in our opponent’s side and forever be the crown jewels of Portland.We are the Portland Thorns.THE ROLEThe Portland Thorns are looking for self-motivated, personable and organizedManager to join our Member Services team. The ideal candidate is self- sufficient,diligent with details, has a strong work ethic and a service mindset who is driven bymeeting and exceeding aggressive sales and service objectives. We are looking forsomeone who is a team player with the ability to handle multiple assignments in afast-paced environment as well as handle customer complaints with ease and grace. Ifyou have a service-oriented and competitive nature and are not afraid of outboundcalls, this could be the job for you!WHAT YOU’LL BE UP TO• Renew all assigned Thorns Annual Members• Manage Thorns Loyalty Program• Manage and assist in hiring of new Member Services Coordinators• Manage Member Services Coordinators in their day-to-day service efforts• Generate incremental ticket and concessions revenue from existingaccounts via referrals, upselling and cross-selling of Portland Thorns FC.• Provide excellent customer service to all guests of Providence Park• Document and track all account correspondence in database system• Update and gather all pertinent demographic information and enter inSalesforce databases• Embrace excellent customer service standards to surprise and delight ourguests• Assist in managing annual relocation and upgrade process• Assist in the management of season Annual Membership benefit fulfillmentand planning• Assist in planning and execution of all Annual Membership events• Act as in-season liaison to our Annual Members in all areas of customerservice. • Make regular “check-in”/service calls and customer touch points• Schedule consistent in-game seat visits• Visit clients out-of-office• Assist management of Guest Service Center, Box Office, and VIP service areas on game days• Manage all miscellaneous requests• Service all membership accounts in your personal account “book.”• Required to be present at the majority of Thorns games.• Assist in ticket operations functions as needed• Fulfill various administrative and strategic planning tasks• Sell full menu: groups, full season, half season, mini plans.• Other duties as assignedWHAT IT TAKES TO BE A THORN• Bachelor’s degree or experience in lieu of a degree.• 3+ years’ customer service experience preferred. Sports industry a plus• Proficiency in Microsoft Office• Excellent verbal and written communication skills• High comfort level making outbound calls• Strong time management skills and attention to detail• Knowledge of Seat Geek, knowledge of Salesforce and HubSpot is a plus• Has a competitive spiritBENEFITS• Competitive salary and performance-based incentives, salary range $68K - $78K• Comprehensive benefits package, including health insurance, retirement plans, and wellness programs• Opportunities for professional development and career advancement• Dynamic, collaborative and fun work environment• Opportunity to make a meaningful impact and contribute to the growth of women's soccerReady to Be a Thorn in the Best Possible Way? Apply Now!If you’re ready to shape the future of the Portland Thorns, send us your application.Let’s make history together! 🌹The Portland Thorns are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital orveteran status, or any other protected class.