Membership Services Manager

About the Team:

Giants Enterprises is a dynamic and innovative team dedicated to curating exceptional ventures that seamlessly complement the legacy of the iconic San Francisco Giants. As a distinct entity, our mission is bold yet clear: to deliver unforgettable, larger-than-life experiences that not only captivate audiences within Oracle Park but also extend far beyond its walls. Positioned at the crossroads of sports, entertainment, meetings, events, tourism, and hospitality, Giants Enterprises brings together an extraordinary blend of people, places, and passion. We don’t just create events; we craft immersive moments that leave a lasting impression on both locals and visitors from around the world, elevating every interaction into a unique and memorable experience.

About the Role:

We are seeking a polished, service-oriented professional to coordinate member services for an exclusive premium client group at Oracle Park. In this role, your primary focus will be delivering exceptional, personalized customer service through direct and timely communication with our valued membership base. You will serve as the main point of contact for member inquiries, ensuring a seamless and high-quality experience at all touchpoints. This position requires availability during all Giants home games and special events, with an expectation to work in the Gotham Club for a minimum of 1-2 hours per game or event. Your ability to manage real-time requests and create memorable experiences will be essential to the success of our member services team.

You’re Excited About This Opportunity Because…

·        Provide prompt, accurate, and courteous service to members via phone, email, app messaging, and in-person interactions, addressing all member needs, including event reservations, billing, and the execution of member benefits.

·        Assist the Gotham Club Manager in developing and coordinating club sales initiatives, membership retention strategies, and the creation of marketing materials to drive engagement and growth.

·        Oversee the new member onboarding process, including sign-ups, orientation, participation in the Member Ambassador Program, and engagement with the waitlist to ensure a smooth and welcoming experience.

·        With support from the Operations Manager, maintains regular contact with members and helps to assure maximum member satisfaction; receives and resolves member and guest inquiries and concerns, drafts member communications and manages membership software

·        With assistance from GE Marketing, executes Club marketing plan to drive member engagement, event attendance and new member accounts.

·        Build strong, positive relationships with members and their guests; handle member issues and service inquiries with professionalism, ensuring satisfaction and prompt resolution.

·        Clearly communicate and enforce membership policies and procedures, ensuring members have a thorough understanding of expectations and guidelines.

·        Manage the member database, reservation system, and the Club’s website/app to ensure all systems are up-to-date and running efficiently.

·        Oversee the application of food and beverage charges, special event fees, invoicing, and the collection of monthly dues and annual membership fees, ensuring accuracy and timeliness.

·        Manage the coordination and successful execution of the annual membership renewal process, ensuring all members are well-informed and engaged.

·        Develop and curate member-focused content for the monthly newsletter and social media channels, keeping members informed of club news, events, and exclusive opportunities.

·        Create and maintain all Club communications, including newsletters, website content, social media updates, and in-Club collateral to enhance member engagement.

·        Collaborate on the development, coordination, and execution of monthly member events, ensuring a high level of satisfaction and memorable experiences for all attendees.

·        Co-manage the general Club email inbox and info line alongside the Operations Manager, ensuring timely and accurate responses to all member inquiries.

 Qualifications

·        Goal-oriented self-starter with a strong work ethic and proven ability to manage multiple projects simultaneously in a highly organized manner, while thriving in fast-paced, time-sensitive environments.

·        3+ years of experience in the hospitality industry, with a focus on delivering exceptional service; prior experience in club operations or exclusive member services is a plus.

·        Exceptional verbal and written communication skills, with keen attention to detail and a commitment to upholding the highest ethical standards in all interactions.

·        Proactive and creative problem-solver, with the ability to think independently and make decisions that enhance member satisfaction and operational efficiency.

·        Technologically adept, with the ability to quickly become proficient in the Club’s Customer Relationship Management systems, including Northstar and Salesforce.

·        Flexible schedule, with the willingness and ability to work non-traditional hours, including nights, weekends, and holidays as required.

We’re Excited About You Because…

·        You are an authentic, inspiring and positive team member.

·        You have a bias towards action and have an inner drive and commitment to excel in the pursuit of business goals.

·        You dare to take on ambitious goals, align on mutual accountability across teams, and make things happen.

About the Giants

One of the oldest teams in Major League Baseball, the San Francisco Giants are dedicated to enriching our community through innovation and excellence on and off the field. This past decade, the organization has won three World Series Championships, made four playoff appearances and thrown four no-hitters.

Off the field, the Giants have become internationally-renowned as a host to entrepreneurial and premier entertainment events. Celebrating over 60 years in San Francisco, the organization is entrenched in the Bay Area community as the Giants work with corporate and non-profit partners to raise awareness, educate and generate interest in a variety of issues important to both their fans and the local community.  

We are truly unique; we are an organization committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, innovation and teamwork and we want you and your ideas to thrive at the San Francisco Giants.

Our Commitment to Diversity and Inclusion

At the Giants, we strive to foster an inclusive work environment that encompasses the rich diversity of the San Francisco Bay Area, the place we call home. We welcome all people and are committed to creating an inclusive community built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.

Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply. If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.

At the Giants, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, religious creed, color, national origin, ancestry, medical condition or disability, genetic condition, marital status, domestic partnership status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status and any other protected class under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.