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Director of Membership Services

Company: NCAA (National Collegiate Athletic Association)
Location: Los Angeles
Posted on: September 25, 2022

Job Description:

USC Athletics is looking to hire a Director of Membership Services to join our staff and student community of 600+ individuals. This role will serve as a member of the Athletic Development team and will assist the Associate Athletic Director with the strategic direction and goal setting to increase membership retention and encourage progression through the donor pipeline. You will make timely and effective front-line customer service decisions pertaining to current and new Trojan Athletic Fund (TAF) memberships. They will assist with the fulfillment of membership benefits, booking of tickets, and pledges in Paciolan, and the online upgrade & relocation process. The ideal candidate will possess a strong understanding of Microsoft Office, experience or working knowledge of Paciolian platform and Salesforce CRM is a plus, a positive attitude, excellent communication skills, have strong attention to detail, work well within a team environment or independently, and the ability to organize and prioritize tasks. Knowledge of and experience working in higher education preferred. Understanding of the unique culture and needs of college athletes is preferred. This position serves a diverse student and staff population must demonstrate a commitment to improving outcomes for historically under-served populations and is expected to contribute to the program's diversity, inclusion, and equity efforts. USC Athletics is committed to increasing diversity in its staff and welcomes applications from persons of all backgrounds, ethnicities, races, genders, and sexual orientations. This is an exempt position, and evening/nighttime/some weekend work is expected. Roles and responsibilities to include: - Meet and exceed annual retention metrics and goals - Oversee the onboarding of new Trojan Athletic Fund (TAF) members - Process and build TAF memberships and pledges in Paciolian - Assist with the supervision of all customer service issues and handle escalated customer service challenges and complaints - Maintain accurate and detailed records of all news and current Trojan Athletic Fund (TAF) members in CRM - Keep all CRM data updated with detailed interaction and client records - Build strong rapport with assigned account(s) base through proactive communication, including seat and office visits phone calls, emails, handwritten notes, and other touchpoints - Receive inbound calls, assist with account maintenance, including, but not limited to, USC Trojan account manager, ticket management, event details, and answering general TAF related inquiries - Assist in developing and delivering customized benefits, programs, and events to drive loyalty within the assigned account base - Maintain up-to-date knowledge and effectively and enthusiastically communicate all team events, TAF member benefits, and arena/stadium details - Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold the principles of the USC Code of Ethics. - Performs other related duties as assigned or requested. The University reserves the right to add or change duties at any time. - The ideal candidate will possess a bachelor's degree (Master's preferred) and a minimum of 3 years of experience. Combined experience/education as a substitute for minimum education. - Proficient with Microsoft Office, Paciolian platform, and Salesforce CRM is a plus - Experience working in higher education and/or a sports-related field ideal.

Keywords: NCAA (National Collegiate Athletic Association), Los Angeles , Director of Membership Services, Executive , Los Angeles, California

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