Account Manager, Membership Service

Account Manager, Membership Service

Department: Ticket Sales & Service

Direct Supervisor: Manager, Membership Service

Status: Full-time

Summary

The Account Manager, Membership Service is a service and sales-focused representative for the Miami Dolphins and Hard Rock Stadium Enterprise. The role builds lasting relationships with members across all Hard Rock Stadium properties and makes sure each one has a warm, first-class experience. Retaining current members is the core priority of the role. The Account Manager is responsible for making sure members feel valued, engaged and connected to the organization so they renew season after season. The role also generates new business revenue through proactive, campaign-driven outreach across all Hard Rock Stadium properties.

This is a customer-centric, results-driven role. The Account Manager resolves guest inquiries quickly through proactive service. They also use existing relationships and campaign driven outreach to generate new business revenue. Retention is central to the role's success. The Account Manager, Membership Services takes ownership of their member portfolio by checking in with members regularly, spotting at-risk accounts early, addressing concerns before they affect renewal decisions, and creating personalized touchpoints that deepen loyalty.

A strong renewal rate is one of the key measures of success in this position, because keeping current members is the foundation for long-term growth across the enterprise. This role is fast-paced and fluid, and the ideal candidate acts with urgency and adapts quickly as priorities shift.

Location

• This is a full-time position based on site at Hard Rock Stadium in Miami Gardens, FL

Responsibilities

• Support service, retention and new business goals by engaging with current members and prospects
• Collate feedback in CRM system and flag trends to leadership
• Serve as a primary point of contact for Hard Rock Stadium Enterprise members and guests before, during and after games and events
• Greet guests, answer questions, and resolve concerns about seating, access, tickets, amenities and policies quickly and with empathy
• Anticipate and resolve guest needs before small issues become complaints
• Work with ticketing, security, guest services, food and beverage and operations teams to resolve issues in real time
• Suggest and champion process improvements that make the member and guest experiences better
• Manage and resolve guest inquiries within 24 hours
• Minimum KPI of 80 touchpoints per day
• Uphold the standards, policies and brand values of the Miami Dolphins and Hard Rock Enterprise
• Perform other duties as assigned

Qualifications

Required:

• High school diploma or equivalent
• 1+ year of customer service, hospitality, retail, sales or guest-facing experience
• Strong verbal communication and interpersonal skills; able to engage guests of all backgrounds
• Proven ability to solve problems calmly in a fast-paced, high-volume setting
• Availability to work nights, weekends, holidays and event days as scheduled
• Basic computer skills (Outlook, Microsoft Office or Google Workspace)

Preferred:

• Associate’s or Bachelor’s degree in hospitality, sports management, business or a related field
• Experience in sports, entertainment, premium seating or venue operations
• Experience with ticketing or CRM systems (for example, Ticketmaster Account Manager or Salesforce)
• Experience training, leading or motivating a team
• Bilingual in English and Spanish, or English and Haitian Creole

Featured Benefits

• Medical, dental, and vision insurance
• Life insurance (including voluntary coverage for spouses and children)
• Long term disability insurance
• Ticket benefits for events including Miami Dolphins games, the Formula 1 Hard Rock Miami Grand Prix, and the Miami Open
• Employee gym, subsidized lunch program, and discounts on a variety of products and services
• 401k, Paid time off (PTO), and company holidays

The Miami Dolphins, Hard Rock Stadium and South Florida Motorsports are proud to be Drug-Free Workplaces. Offers of employment are contingent on successful completion of drug and background screening.

It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender identity or expression, or other status protected by applicable federal, state, or local law.