Member Success & Retention Manager (Stadium Events)

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

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,