Director of Membership Services

Greenville Swamp Rabbits, based in Greenville, South Carolina, are a professional minor league hockey team competing in the ECHL. They are part of Spire Sports + Entertainment, a diversified sports and entertainment company headquartered near Charlotte, North Carolina. Spire Sports + Entertainment is driven by experienced professionals with expertise in brand consulting, celebrity representation, career management, sponsorship placement, event activation, hospitality, media relations, social media, and strategic consulting. The organization's mission is to innovate traditional marketing approaches by embracing modern techniques that foster business growth and fan engagement. Since acquiring the Greenville Swamp Rabbits in 2020, Spire Sports + Entertainment has spurred remarkable growth within the franchise, earning recognition such as the ECHL's Rising Star Award and consistently being a finalist in consecutive seasons, reflecting its leadership position in minor league hockey.

The Greenville Swamp Rabbits operate under a strong set of core principles summarized by the acronym RABBIT: Relentless, Accountable, Believe, Bold, Intentional, and Team-first. These principles define their culture and guide daily operations.

The role of Director of Membership Services is a pivotal leadership position within the Ticket Sales Department. Reporting to the Vice President of Sales, this role focuses on overseeing all aspects of season ticket member services, including event coordination, retention strategies, and the overall fan experience. The position is essential in driving customer satisfaction and optimizing renewal revenue by cultivating strong, lasting relationships with fans, corporate sponsors, and group leaders. As the steward of the membership program, the Director of Membership Services will develop and implement comprehensive retention strategies that increase membership renewal rates and enhance customer lifetime value.

This role requires strategic leadership to guide and mentor entry-level team members in best practices for retention and renewal programs. The director will be responsible for managing communications related to membership renewal campaigns, service touchpoints, and benefit fulfillment, ensuring members receive top-tier service consistently.

An integral part of this role is designing and improving membership benefits, events, and experiences that increase fan engagement and loyalty. Utilizing customer data and feedback, the director will analyze trends to identify areas for service enhancements and implement proactive outreach including calls, emails, events, and in-game experiences that resonate with members.

The director also manages systems vital to tracking customer interactions and renewal processes accurately, ensuring efficient operational execution. They will lead exclusive member events such as meet-and-greets, appreciation nights, and VIP experiences, reinforcing the connection between the team and its dedicated fan base.

Handling escalated customer service issues with professionalism and a solutions-oriented approach is another key responsibility, ensuring any member concerns are swiftly and satisfactorily resolved.

This position offers an exciting opportunity to join a community-first organization committed to excellence, innovation, and professionalism. Joining Greenville Swamp Rabbits means contributing to a polished and professional brand that continuously raises the standard for creativity and fan engagement in AA professional hockey. Candidates selected for this role will have the chance to impact one of the fastest growing and most passionate fan bases in minor league sports while shaping the future of fan loyalty and engagement in a thriving market.