JOB SUMMARY:The
Director, Membership Development & Groups leads the teams responsible for taking care of the Cleveland Sirens' season ticket members and for growing the group ticket business. This leader owns the Membership Service team - the Guests' primary point of contact once they've joined - and the Group Sales team, and is accountable for member satisfaction, renewal rates and group revenue as the Sirens build toward their first season in 2028.
Reporting to the Vice President, Ticket Sales & Service, this leader sets the standard for how the Cleveland Sirens service and grow their season ticket member base, while building a group sales program - theme nights, outings, fundraising nights - that turns first-time Guests into future members.
The ideal candidate is a people-first leader who blends a service mindset with a sales mindset - someone who knows that a well-serviced member renews, refers and upgrades, and who can build a group sales engine to match.
ESSENTIAL DUTIES & RESPONSIBILITIES:- Own the strategy, budget and performance of the Membership Service team, including renewal rates, member satisfaction and overall retention of the Cleveland Sirens' season ticket membership base.
- Own the strategy, budget and execution of the Group Sales team, and be accountable for hitting and exceeding annual group ticket revenue goals.
- Lead and develop the Membership Development & Groups team, including hiring, onboarding, weekly one-on-ones, and ongoing coaching for all direct reports across both the service and group sales functions.
- Build the member service model - touchpoint cadence, benefit fulfillment, issue resolution and upgrade/renewal conversations - that keeps season ticket members engaged throughout the year.
- Build the Cleveland Sirens' group sales program from scratch, including theme nights, group outings, fundraising nights and other group experiences that create new revenue and introduce new Fans to the Sirens.
- Lead retention and renewal campaigns in partnership with the Business Development team, ensuring a seamless handoff from new membership sale to ongoing service.
- Partner with Consumer Marketing and Business Intelligence to identify at-risk members, group prospects and upsell opportunities, and to keep Salesforce records current and accurate.
- Develop and deliver regular training for the Membership Development & Groups team, covering service standards, retention conversations and group sales technique.
- Monitor team activity, renewal rates, group pipeline and revenue on a daily, weekly and monthly basis, and report progress to the Vice President, Ticket Sales & Service.
- Partner cross-functionally with Business Development and Premium Sales & Service to ensure a consistent Guest experience from first sale through renewal.
- Perform additional duties as assigned by the Vice President, Ticket Sales & Service.
REQUIRED QUALIFICATIONS:- Bachelor's degree in business, sports management, sales or a related field.
- 7+ years of relevant experience in membership service, retention or group sales; experience in sports or entertainment strongly preferred.
- 3+ years of experience leading a service or sales team, including managing to renewal, satisfaction or group revenue goals.
- Track record of building or improving a member service or retention program, ideally in a new-market or launch environment.
- Proven ability to recruit, coach and develop a team to meet and exceed goals.
- Proficiency with Salesforce or a comparable CRM, plus Microsoft Office (Excel, PowerPoint).
- Strong relationship-building and problem-solving skills, with the judgment to balance Guest care with revenue goals.
- Self-motivated, highly organized and able to manage multiple priorities in a fast-paced, start-up-style environment.
COMPENSATION:- Base Salary + Annual Bonus + Commission.
- Comprehensive Medical, Dental and Vision benefits for team members and dependents.
- Employer 401K match.
- Complimentary downtown/onsite parking at arena.
- Vacation (PTO), Personal Significance Days, Holiday pay
- Home tickets (Cavs, Monsters, Charge), Cavs team shop discount, and much more!
Actual compensation will depend on your experience, education/credentials, skills, and how they fit our organizational needs. Rock Entertainment Group offers a robust perks package with healthcare, dental, vision, retirement, and more!
