Coordinator, Member Experience

confidential; United States; On-site; USD 27,000 - 30,000; Full time

Benefits offered by this job

Health benefits

Equal opportunity employer

Job summary

Monumental Sports & Entertainment is seeking a Coordinator, Member Experience to manage a Washington Mystics Season Ticket Member portfolio and deliver member-exclusive events and fan experiences outside games.

You will collaborate with the Mystics Digital team on promotions, maintain Salesforce records, and ensure a seamless fan journey from outreach to post-event follow-up.

Qualifications

• Bachelor’s degree or equivalent combination of education and sales experience.
• 1+ year of event management experience preferred.
• 1+ years of ticket sales or service experience with a pro or college sports team.
• Outstanding interpersonal, written, and verbal communication skills.
• Ability to multi-task and balance numerous business relationships in a professional manner.
• Passionate about building a sales career in the sports industry.
• Flexibility to work evenings, weekends and holidays.
• Proficiency with computers and MS Office programs.
• Experience with Salesforce is a plus.

Responsibilities

• Manage an assigned portfolio of Season Ticket Member accounts, providing proactive service, relationship management, and retention support.
• Build strong member relationships through consistent outreach, including calls, emails, in-game visits, and personalized engagement opportunities.
• Support membership renewal campaigns through proactive outreach, payment follow-ups, objection resolution, and targeted retention efforts.
• Maintain accurate account records and document all service and sales activities in Salesforce while meeting departmental activity and service expectations.
• Coordinate the planning and execution of signature Member-exclusive events, including 'Stics BTS, Meet the Team, and Season Celebration.
• Coordinate Member Meet-Ups, including social gatherings, volunteer opportunities, and group outings designed to strengthen connections among Members and build community.
• Collaborate with the Mystics Digital team on event promotion and post-event communications, including surveys, photo distribution, and event recaps.
• Assist with event registration, ticketing coordination, attendee communications, and customer service to ensure a seamless fan experience.
• Track event attendance, revenue, expenses, and attendee feedback to evaluate performance and inform future event planning
• Handle all aspects of assigned event logistics, including venue sourcing, vendor coordination, invitations, RSVP, registration, staffing, and on-site execution.
• Develop and maintain detailed event project plans in Asana, including timelines, key achievements, responsibilities, budgets, and pre-event, event-day, and post-event checklists.
• Track event expenses and handle assigned budgets, provide regular financial updates.
• Collaborate with internal departments to ensure successful event execution.
• Serve as a primary on-site event contact, handling event-day operations, troubleshooting issues, and ensuring a high-quality attendee experience.
• Other duties as assigned.

Skills

Interpersonal skills

Written communication

Verbal communication

Multi-tasking

Sales mindset

Flexibility to evenings/weekends/hols

Education

Bachelor's degree or equivalent

Tools

Salesforce

MS Office

Job description

Monumental Sports & Entertainment (MSE) is one of the leading integrated sports and entertainment companies globally. MSE’s portfolio spans premier professional sports teams, world-class venues, and next-generation media properties, with marquee assets including the NHL’s Washington Capitals, NBA’s Washington Wizards, WNBA’s Washington Mystics, NBA G League’s Capital City Go-Go, Capital One Arena, andMonumental Sports Network, along with an investment in Team Liquid. Rooted in the nation’s capital, MSE brings Washington, D.C's distinct influence, ambition, and leadership to the global sports and entertainment landscape. The company harnesses the power of its platform to drive continuous innovation and deliver extraordinary experiences that inspire and unite our community, our fans, and our people.

Our success is powered by talented people who bring passion, creativity, and collaboration to everything they do.

Position Overview

The Coordinator, Member Experience is responsible for handling a portfolio of Washington Mystics Member accounts while planning and delivering a variety of events and experiences, including Member-exclusive events and special ticketed fan experiences outside of games.

Responsibilities

• Manage an assigned portfolio of Season Ticket Member accounts, providing proactive service, relationship management, and retention support.
• Build strong member relationships through consistent outreach, including calls, emails, in-game visits, and personalized engagement opportunities.
• Support membership renewal campaigns through proactive outreach, payment follow-ups, objection resolution, and targeted retention efforts.
• Maintain accurate account records and document all service and sales activities in Salesforce while meeting departmental activity and service expectations.
• Coordinate the planning and execution of signature Member-exclusive events, including 'Stics BTS, Meet the Team, and Season Celebration.
• Coordinate Member Meet-Ups, including social gatherings, volunteer opportunities, and group outings designed to strengthen connections among Members and build community.
• Collaborate with the Mystics Digital team on event promotion and post-event communications, including surveys, photo distribution, and event recaps.
• Assist with event registration, ticketing coordination, attendee communications, and customer service to ensure a seamless fan experience.
• Track event attendance, revenue, expenses, and attendee feedback to evaluate performance and inform future event planning
• Handle all aspects of assigned event logistics, including venue sourcing, vendor coordination, invitations, RSVP, registration, staffing, and on-site execution.
• Develop and maintain detailed event project plans in Asana, including timelines, key achievements, responsibilities, budgets, and pre-event, event-day, and post-event checklists.
• Track event expenses and handle assigned budgets, provide regular financial updates.
• Collaborate with internal departments to ensure successful event execution.
• Serve as a primary on-site event contact, handling event-day operations, troubleshooting issues, and ensuring a high-quality attendee experience.
• Other duties as assigned.

Minimum Qualifications

• Bachelor’s degree or equivalent combination of education and sales experience.
• 1+ year of event management experience preferred.
• 1+ years of ticket sales or service experience with a pro or college sports team.
• Outstanding interpersonal, written, and verbal communication skills.
• Ability to multi-task and balance numerous business relationships in a professional manner.
• Passionate about building a sales career in the sports industry.
• Flexibility to work evenings, weekends and holidays.
• Proficiency with computers and MS Office programs.
• Experience with Salesforce is a plus.

Pay Range: $19.24 - $21.65/hr USD.

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.