Job Overview
Employment Type
Full-time
Compensation
Salary
Exact $65,000.00
Work Schedule
Standard Hours
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401K Matching
paid life insurance
Employee assistance program
Comprehensive paid time off package
Social events
volunteer opportunities
Learning and development
Employer-paid breakfast
Employer-paid lunch
parking
On-site gym and training classes
Employee ticket program
Job Description
The Chicago Blackhawks, a prestigious and historic professional ice hockey team, are renowned as one of the National Hockey League's "Original Six" teams. Established in 1926, the organization plays a pivotal role in the Chicago sports community and is a six-time Stanley Cup Champion, reflecting an unparalleled legacy in competitive hockey. The Blackhawks call the United Center in Chicago, Illinois, their home, a venue not only celebrated for its vibrant game-day atmosphere but also as a hub for innovation and fan engagement. Beyond their on-ice success, the organization is deeply committed to fostering community connections, supporting youth development through the Fifth Third Arena, and upholding values such as integrity, curiosity, empathy, collaboration, and originality. These core values resonate throughout their operations and shape their initiatives, including strong partnerships with local communities and efforts to celebrate and support Native American heritage and peoples.
Situated in the vibrant city of Chicago, the Blackhawks offer a dynamic, inclusive work environment located right in the United Center. This position, Manager of Membership Services, is a critical leadership role within the Ticketing & Membership department, directly reporting to the Director of Membership Services. The role is full-time, salaried, and exempt, with an annual base salary of $65,000 plus variable incentive pay. Working standard office hours primarily from 9:00 am to 5:00 pm Monday through Friday, this position also demands flexibility to cover non-traditional hours including evenings, weekends, and holidays, driven by the organization's vibrant event schedule.
The Manager, Membership Services, is tasked with driving revenue by focusing on member retention and growth across diverse membership plans. In this leadership capacity, the manager develops and executes comprehensive membership engagement strategies that span the full, half, and partial plan season members. The role includes overseeing a team of five direct reports, with responsibilities encompassing hiring, training, coaching, performance management, and daily team operations.
This position requires a strategic mindset with the ability to plan and implement initiatives that enhance the member experience, foster loyalty, and generate sustainable revenue streams. The manager directs creative service projects from concept through to execution and ensures seamless member experiences at every home event, emphasizing high-quality customer service and efficient game-night staffing. Collaboration across different organizational functions is key, particularly in maintaining and leveraging CRM tools like Salesforce and Archtics to enhance operational efficiency and data-driven decision making.
Additionally, the role involves budget oversight, enforcing documentation standards, and continuously exploring best practices to innovate and stay ahead in the sports and entertainment industry. This managers' role is instrumental in cultivating positive relationships both within the team and with the wider community, aligning with the organization's mission to reimagine hockey's potential through memorable and inclusive experiences. The Blackhawks value diversity and inclusion, welcoming applicants from all backgrounds and ensuring equal employment opportunities in compliance with all applicable laws and regulations.
Situated in the vibrant city of Chicago, the Blackhawks offer a dynamic, inclusive work environment located right in the United Center. This position, Manager of Membership Services, is a critical leadership role within the Ticketing & Membership department, directly reporting to the Director of Membership Services. The role is full-time, salaried, and exempt, with an annual base salary of $65,000 plus variable incentive pay. Working standard office hours primarily from 9:00 am to 5:00 pm Monday through Friday, this position also demands flexibility to cover non-traditional hours including evenings, weekends, and holidays, driven by the organization's vibrant event schedule.
The Manager, Membership Services, is tasked with driving revenue by focusing on member retention and growth across diverse membership plans. In this leadership capacity, the manager develops and executes comprehensive membership engagement strategies that span the full, half, and partial plan season members. The role includes overseeing a team of five direct reports, with responsibilities encompassing hiring, training, coaching, performance management, and daily team operations.
This position requires a strategic mindset with the ability to plan and implement initiatives that enhance the member experience, foster loyalty, and generate sustainable revenue streams. The manager directs creative service projects from concept through to execution and ensures seamless member experiences at every home event, emphasizing high-quality customer service and efficient game-night staffing. Collaboration across different organizational functions is key, particularly in maintaining and leveraging CRM tools like Salesforce and Archtics to enhance operational efficiency and data-driven decision making.
Additionally, the role involves budget oversight, enforcing documentation standards, and continuously exploring best practices to innovate and stay ahead in the sports and entertainment industry. This managers' role is instrumental in cultivating positive relationships both within the team and with the wider community, aligning with the organization's mission to reimagine hockey's potential through memorable and inclusive experiences. The Blackhawks value diversity and inclusion, welcoming applicants from all backgrounds and ensuring equal employment opportunities in compliance with all applicable laws and regulations.
Job Requirements
- Minimum 4 - 6 years of experience in sales or telemarketing management
- Minimum 2 years supervisory experience of multiple direct reports
- Bachelor’s degree required
- Experience and success in event planning and campaign management
- Strong proficiency in Microsoft Office including Word, Outlook, Excel
- Working knowledge of Salesforce or similar CRM and Archtics preferred
- Excellent written and verbal communication, customer service, conflict resolution, and presentation skills
- Ability to provide effective coaching to direct reports
- Ability to build positive working relationships with clients, direct reports, and peers
- Flexibility with changing priorities
- Ability to organize and prioritize workload effectively
- Must be able to navigate the arena for client visits and fan support
- Availability to work nights, weekends, and holidays
- Must demonstrate organizational values of integrity, curiosity, empathy, collaboration, originality
Job Qualifications
- Minimum 4 - 6 years of experience in sales or telemarketing management, preferably within sports and entertainment
- Minimum 2 years of supervisory experience managing multiple direct reports
- Bachelor’s degree required
- Experience in event planning and campaign management
- Strong proficiency in Microsoft Office including Word, Outlook, and Excel
- Working knowledge of Salesforce or similar CRM and Archtics strongly preferred
- Excellent written and verbal communication, customer service, conflict resolution, and presentation skills
- Ability to provide effective coaching to direct reports
- Ability to build positive working relationships with clients, peers, and direct reports at all organizational levels
- Flexibility with changing priorities and workload organization
- Ability to navigate the arena for client visitations and fan experiences
- Flexibility to work nights, weekends, and holidays as required
- Demonstrated organizational values of integrity, curiosity, empathy, collaboration, and originality
Job Duties
- Create and execute the annual Membership Services business plan - setting retention and renewal strategies, performance targets, and individualized plans across the team
- Lead the hiring, training, coaching, performance management, and ongoing development of the Membership Services team
- Oversee the execution and fulfillment of all Membership Services benefits and engagement initiatives
- Direct and manage the creative service requests from concept to execution for all Membership Services engagement and retention initiatives
- Deliver a seamless, high-impact membership experience across every home event by efficiently staffing game nights, directing membership engagement activations, and providing leadership support
- Collaborate cross-functionally to maintain standard operating capabilities in Salesforce
- Maintain and enforce consistent documentation standards across all procedures and activities
- Maximize resources by monitoring the Membership Services budget and managing program and department expenses
- Foster ongoing innovation by researching best practices and new opportunities that drive growth
- Assist department leadership with additional duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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