Member Experience Manager

OVERVIEW OF THE COMPANY

Fox Corporation

Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

JOB DESCRIPTION

Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

ABOUT THE ROLE

Red Seat Ventures, in partnership with Fox Corporation, is launching a new membership-based business centered around premium live entertainment experiences. We are seeking Member Experience Managers in three markets to create memorable and unforgettable moments supporting members, ensuring high member satisfaction and retention.

Reporting to the Director of Member Experience, the Manager will play a critical role in ensuring a seamless and unforgettable experience for the membership in and out of our arenas and stadiums. This is a highly collaborative role ideal for an experienced hospitality professional with a private club background who thrives in a startup-style growth environment. Passion for delivering high touch, personalized service to discerning high net worth individuals in a professional manner is key to success in this role.

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Utilize CRM, internal tools, and online systems to assist members in our club suites with operational run of show, issue solving, and delivering a high-touch membership experience.
• Engage with members via multiple touchpoints – email, phone, text, in person – as their primary point of contact to the Club; assisting them with making reservations, accessing tickets, and creating unforgettable experiences throughout the portfolio of club offerings.
• Assist and contribute to weekly meetings to discuss member feedback, operational insights, and any additional details relating to members or our events.
• Assist the Director in designing and implementing strategies that deepen member relationships, increase member satisfaction, and increase retention.
• Identify and monitor membership metrics (retention, satisfaction, membership usage, personal details) and continuously assist to refine engagement efforts based on insights, feedback, and data collected.
• Event-day hosting, including placing catering orders, welcoming members to the suite, assisting with navigating the space, recording any notable member key insights, and facilitating additional experiences as the Club adds them.
• As the membership scales, assist with building the framework for hiring, training and developing a team of Member Suite Specialists.

WHAT YOU WILL NEED

• 5+ years of experience in a member service role or hospitality space preferably at a private club or hotel space (e.g., country club or social club)
• Experience working in CRM systems, entering, managing and organizing confidential data
• Strong communication and interpersonal skills, with a high degree of empathy and poise
• Comfortable working cross-functionally in a fast-paced, growth-stage environment with little direction
• Organized, detail-oriented, and able to manage multiple engagement efforts simultaneously

NICE TO HAVE, BUT NOT A DEALBREAKER

• Experience in hospitality, luxury services, live entertainment, or event operations
• Experience working in startup environments or within new business incubation teams
• Familiarity with ticketing systems across a variety of venues and experiences
• Familiarity with operations procedures at a variety of venues, stadiums, and experiences

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