Ticket Service Manager (University of Miami)

Manager, Membership Service

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters. Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

A true partnership on every level. That's what Legends forges with each and every team, stadium, athletic director, and owner we serve to strengthen sales and partnership results as a team effort. As an extension of your team, our sales experts work diligently with your management and staff to create solutions and programs that are always fully custom to your needs and goals. Look to us to delve deep to understand your values, your market and your target audience help you solve problems and ultimately deliver the right game plan to drive your organization forward.

The University of Miami has entered a long-term partnership with Legends to oversee athletics ticket sales, customer service, annual fund solicitation/engagement, ticket operations, digital marketing, corporate partnerships, and multi-media rights opportunities. In addition, Legends will represent the University in developing campus-wide strategic partnerships. As the exclusive partner for Miami Athletics, Legends will engage Hurricanes fans and donors, local and regional South Florida businesses, and national brands with unique and integrated sponsorship, ticketing, and hospitality options.

The Manager, Membership Service is a role dedicated to delivering elite, white-glove service to University of Miami season ticket holders across all four ticketed sports: Football, Men's Basketball, Women's Basketball, and Baseball. This position is responsible for retention and relationship management of assigned season ticket holder accounts, with an emphasis on high-level engagement, consistent touchpoints, and superior customer experience. The ideal candidate is a proactive, detail-oriented professional with a passion for service and a commitment to fostering lasting client relationships.

This is a managerial position responsible for supervising and providing direction to customer service representatives. The Manager will oversee their daily tasks, provide training, ensure adherence to service standards, and support their professional development. This includes scheduling, performance feedback, and ensuring student workers contribute effectively to overall membership service objectives.

Essential Duties and Responsibilities

Client Experience & Retention

• Serve as the primary point of contact for a dedicated portfolio of season ticket holders across all ticketed sports and Hurricane Club Members.
• Execute a structured cadence of proactive client touchpoints, including phone calls, emails, in-person meetings, game day seat visits, and out-of-office appointments.
• Host and engage clients at season ticket member events, Hurricane Club events, and other experiences.
• Support and contribute to special events and activations focused on member appreciation, feedback gathering, and relationship development.
• Create and maintain accurate records of all interactions, feedback, and engagement in Salesforce CRM.
• Meet or exceed established retention benchmarks and service-related performance metrics. This includes identifying upselling opportunities, increasing Hurricane Club donation level, and driving incremental revenue through upgrades, and additional ticket purchases

Touchpoint & Relationship Management

• Maintain a high volume of personalized outbound touchpoints, including calls, emails, texts, and in-person engagements.
• Engagement in daily, weekly, and monthly reporting to track progress toward service goals and fan feedback surveys.
• Conduct onboarding and orientation for new season ticket holders to ensure a seamless customer journey
• Be visible and active at all assigned home games and select events as a face of the membership service team

Client Insights & Feedback Loop

• Provide insights to leadership to improve customer experience, retention strategies, and operational enhancements.
• Identify and escalate concerns or areas of opportunity for at-risk accounts to appropriate leadership.

Collaboration & Culture

• Work closely with Ticket Operations, Sponsorship, Marketing, and Hurricane Club teams to ensure seamless coordination across all touchpoints.
• Contribute to weekly team meetings, training sessions, and ongoing service development programs.
• Serve as a culture carrier, upholding Legends' and Miami Athletics' brand standards and commitment to excellence.

Additional Responsibilities

• Support and assist with additional duties and projects as assigned by leadership, particularly during peak times or special initiatives, even if outside the core responsibilities of servicing accounts.

Qualifications

• Bachelor's degree or equivalent experience
• 2+ years of customer service or client relationship management experience, preferably in sports or entertainment.
• Demonstrated success in building and maintaining long-term relationships with high-value clients.
• Excellent verbal and written communication skills.
• Strong time management, attention to detail, and organizational capabilities.
• Experience with Salesforce or other CRM platforms preferred.
• Ability to work flexible hours including evenings, weekends, and game days.
• Passion for delivering world-class service and exceeding client expectations.

Compensation

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

Working Conditions

Location: On Site University of Miami

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.