Member Experience Specialist, Stadium

Position: Premium Member Experience Specialist, Stadium of the Future
Jaguars Stadium of the Future

In 2024, the Jaguars and the City of Jacksonville announced plans to move forward with a reimagined Stadium of the Future, securing Jaguars football in Jacksonville for generations to come, plus a continuation of annual traditions of the Florida-Georgia Football Classic and Tax Slayer Gator Bowl while also opening opportunities for future Super Bowls, Final Four tournaments, college football playoffs, marquee concerts and more.

Using research derived from Jaguars fans, stadium guests and a comprehensive assessment of the facility's structure, the Stadium of the Future will be a world-class venue for a world-class city that showcases a facility that is environmentally friendly, cost effective and presents state-of-the-art innovation. The Stadium of the Future features a protective canopy, wider concourses, new communal spaces, scenic lookout decks, immersive in-bowl technology, new seating types and a public Floridian nature park.

The renovation commenced in February 2025 and will be ongoing throughout the next few years as the Stadium of the Future anticipates its grand opening in August 2028 bringing Jacksonville and its residents a stadium they deserve.

Additional details can be found at

Summary

The Jacksonville Jaguars are seeking highly motivated and dedicated service candidates to work within the high energy environment of an NFL Ticket Sales Office. The Premium Member Experience Specialist, Stadium of the Future, is responsible to serve as a liaison between the Jacksonville Jaguars and its Premium Season Ticket Members to ensure that the highest level of service is provided as it relates to, but not limited to renewals, retentions, ticketing, finance, account management and service as well as general stadium operations.

It is the Premium Member Experience Specialist's responsibility to build strong relationships by customizing communication and tailored benefits to match the needs of each customer and assist department with key season ticket programs, events, and tasks.

Job Responsibilities

• Serve as the primary liaison for Jaguars customers.
• Starting in 2026, take on all account service responsibilities for the upcoming Stadium of the Future, scheduled to open in 2028.
• Provide a consistent and disciplined approach to supporting customers.
• Design and implement frequent touchpoint programs focused on increasing member loyalty and deepening relationships with Club-level clients.
• Meet or exceed daily call volume goals-typically between 50 and 75 outbound calls per day.
• Use effective problem-solving skills to address any customer concerns.
• Meet or exceed yearly renewal and sales goals.
• Assist with developing, coordinating and implementing Premium Season Ticket Member events.
• Collect card information and transact payments from customers.
• Provide feedback to help refine offerings, benefits, and communications for club members.
• Identify opportunities to introduce members to additional premium experiences or products.
• Assist department with all projects that arise throughout the season. These vary in nature from mail campaigns to game days and special events.
• Accurately and consistently manage, update and record all interactions with Season Ticket Members through CRM database.
• Maintain detailed knowledge of all event information to be a resourceful point of contact for customers.
• Help create a fun gameday and event atmosphere for Members and any accompanying guests.
• Perform other duties as assigned by the Director and Manager of Premium Member Experience and Retention or any other person designated by the Jaguars.
• Foster teamwork, employee morale, motivation and open communication within the Ticketing Department and other departments within the organization.
  • Work closely with Ticket Sales, Fan Experience, Marketing, Jags Cinema, Public Relations and Sponsorship to execute integrated programs.
• Anticipate, respond to and resolve all complaints, requests and inquiries.
• Handle difficult situations in a calm and professional manner.
• Maintain a high satisfactory rating through Voice of the Fan and Season Ticket Member Surveys.
• Provide timely responses and follow-ups to all customers via phone, email, text message and Ticketing Inbox.
• Develop and build relationships with all Members to continuously grow their portfolios.

Job Requirements

• Required
  • 4-year degree from an accredited college or university
  • Excellent communication skills, both written and verbal
  • Strong work ethic and drive to excel
  • Strong time management and organizational skills
  • Demonstrated strong problem-solving and conflict resolution skills
  • Demonstrated proficiency with Microsoft Office
  • Ability to work non-standard hours, including some nights and weekends
  • Excellent interpersonal and team building skills at all organizational levels
• Preferred
  • 3-4 years of customer service experience preferred.
  • Ability to present in small or large group settings alike
  • Ability to self-motivate
  • Enthusiastic, and creative thinker
  • Experience in Archtics and Microsoft CRM database…