Account Manager, Membership Service

Miami Dolphins and Hard Rock Stadium; Miami Gardens (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Ticket benefits

Gym access

Lunch program

401k & PTO

Job summary

Miami Dolphins and Hard Rock Stadium is seeking an Account Manager, Membership Service to build lasting relationships with members across Hard Rock Stadium properties. The role focuses on retention, engagement, and proactive outreach to generate new revenue.

You will resolve guest inquiries quickly, maintain a high renewal rate, and support service goals during games and events. The position is full-time and on-site at Hard Rock Stadium in Miami Gardens, FL, requiring strong communication,

Qualifications

• High school diploma or equivalent.
• 1+ year in customer service, hospitality, retail, sales or guest-facing roles.
• Strong verbal communication and interpersonal skills.
• Ability to resolve issues in fast-paced environments.
• Willingness to work nights, weekends, holidays and event days.

Responsibilities

• Support service, retention and new business goals by engaging with members and prospects.
• Collate feedback in CRM and flag trends to leadership.
• Serve as primary contact for members and guests before, during and after games and events.
• Greet guests and resolve questions about seating, access, tickets, amenities and policies with empathy.
• Anticipate and resolve guest needs before issues become complaints.
• Coordinate with ticketing, security, guest services, food & beverage and operations to resolve issues in real time.
• Suggest process improvements to enhance member experiences.
• Manage and resolve guest inquiries within 24 hours.
• Meet minimum KPI of 80 touchpoints per day.
• Uphold Miami Dolphins and Hard Rock brand standards.
• Perform other duties as assigned.

Skills

Customer service

Hospitality

Sales

Guest-facing experience

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree in related field

Tools

Salesforce

Ticketmaster Account Manager

Job description

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.