Member Service Manager

Overview

PORTLAND THORNS. Founded 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’s most supported women’s soccer clubs, Portland has led the league in attendance for eight seasons and set a new club playoff attendance record last year with 25,218 fans supporting Thorns FC in the 2023 semifinal match at Providence Park.

Thorns FC have 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-high nine times and has won the NWSL Shield in 2016 and 2021.

The Portland Thorns are looking for a self-motivated, personable and organized Manager 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 by meeting and exceeding aggressive sales and service objectives. We are looking for someone who is a team player with the ability to handle multiple assignments in a fast-paced environment as well as handle customer complaints with ease and grace.

If you have a service-oriented and competitive nature and are not afraid of outbound calls, this could be the job for you!

• Renew all assigned Thorns Annual Members
• Manage Thorns Loyalty Program
• Manage and assist in hiring of new Members Services Coordinators
• Manage Member Services Coordinators in their day-to-day service efforts
• Generate incremental ticket and concessions revenue from existing accounts 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 in Salesforce databases
• Embrace excellent customer service standards to surprise and delight our guests
• Assist in managing annual relocation and upgrade process
• Assist in the management of season Annual Membership benefit fulfillment and planning
• Assist in planning and execution of all Annual Membership events
• Act as in-season liaison to our Annual Members in all areas of customer service.
  
  Duties include:
  • 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
• Other duties as assigned

• Bachelor’s degree or experience in lieu of a degree
• 3+ years’ 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 Hub Spot is a plus
• Has a competitive spirit

• 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 soccer
• Portland Thorns FC is an equal opportunity employer and is committed to diversity and inclusion in the workplace.

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 or veteran status, or any other protected class.