Coordinator, Member Experience

Washington Capitals; Washington (District of Columbia); On-site; USD 27,000 - 30,000; Full time

Job summary

Monumental Sports & Entertainment in Washington, DC is seeking a Coordinator, Member Experience to manage a portfolio of Washington Mystics Season Ticket Member accounts and deliver engaging events and fan experiences outside games.

You will build strong member relationships through outreach, coordinate signature Member-exclusive events and Meet-Ups, and work with the Mystics Digital team on promotions and post-event communications to ensure a premium fan experience.

Qualifications

• Bachelor’s degree or equivalent combination of education and sales experience.
• 1+ year of event management experience preferred.
• 1+ year 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.
• 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 BTS and Meet the Team experiences.
• Coordinate Member Meet-Ups, including social gatherings, volunteer opportunities, and group outings to strengthen connections.
• Collaborate with the Mystics Digital team on event promotion and post-event communications, surveys, photo distribution, and recaps.
• Assist with event registration, ticketing coordination, attendee communications, and customer service for seamless fan experiences.
• Track event attendance, revenue, expenses, and attendee feedback to inform future planning.
• Handle all event logistics including venue sourcing, vendors, invitations, RSVP, registration, staffing, and on-site execution.
• Develop project plans in Asana with timelines, responsibilities, budgets, and checklists.
• Track expenses and provide regular financial updates.
• Collaborate with internal departments to ensure successful event execution.
• Serve as a primary on-site event contact and handle day-of operations.

Skills

Customer service

Relationship management

Event coordination

Sales mindset

Interpersonal communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Asana

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, and Monumental 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. If you’re looking to build your career in a dynamic, fast-paced organization that’s shaping the future of sports and entertainment, we’d love to hear from you.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Monumental Sports & Entertainment’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.