Los Angeles Rams ยท 2 weeks ago
Director, Member & Guest Services
Los Angeles, CA
Full-time
Hybrid
Director/Executive
$110K/yr - $125K/yr
10+ years expThe Los Angeles Rams is a professional sports organization, and they are seeking a Director of Member & Guest Services. This role is responsible for developing and managing the service program for Season Ticket Members and ensuring an exceptional gameday experience for all ticket holders.
American FootballFranchiseMedia and EntertainmentSportsSports Leagues and Teams
Responsibilities
Develop and execute a service program for Rams Season Ticket Members, including retention strategy, touchpoint campaigns, benefits, gifting and events
Accountable for recruiting, engaging, developing, motivating and/or retaining a team of approximately 18 full-time employees to deliver an exceptional Member and Ticket Holder experience
Formulate the communication strategy for Rams Season Ticket Members, including, but not limited to, renewal notices, email newsletters, and call/text campaigns for service representatives
Oversee external communication resources for Rams Season Ticket Members and fans and develop protocols that support company-led direction for messaging, tone, frequency, and style
Actively research new trends and analyze data to provide ideas and insights to improve the Season Ticket Member program and the overall guest experience for Rams gamedays at SoFi Stadium
Support the gameday service and operational strategy for Rams games at SoFi Stadium. Build and maintain strong cross-organizational relationships with SoFi Stadium entities, including Guest Experience, Security, and Operations, to ensure successful event execution
Responsible for developing and executing the annual renewal strategy for Rams Season Tickets and Stadium Seat License (SSL) payments
Collaborate with the Ticketing Analytics and Operations teams to determine effective strategies to utilize Salesforce and Archtics to manage Season Ticket Member accounts. Work with service managers to ensure staff are effectively using the systems and following the service guidelines and protocols
Oversee the department budget, adhering to financial guidelines and achieving budgetary goals
Lead, motivate and evaluate the Member Services and Guest Experience staff. Must be able to clearly communicate service strategy and provide feedback and direction for development
Develop and coach service team leads/managers to be able to proactively anticipate, comprehend and resolve needs and issues. Ensure they have the resources needed to effectively support their teams
Other duties as assigned
Qualification
Required
Dynamic, self-motivated individual with natural customer service instincts and a deep commitment to service excellence
Exceptional leadership and team development skills with a proven ability to motivate, coach, and empower a diverse staff
Collaborative culture builder who thrives in a team environment and works effectively across departments
Strategic thinker who can execute tactically and adapt in a fast-paced, event-driven environment
Excellent verbal and written communication skills with the ability to engage internal and external stakeholders, including senior leadership
Proven ability to build strong relationships while handling sensitive, confidential information with professionalism, and adept at managing high-stress situations or interactions with demanding clients and guests
Strong critical thinking, problem-solving, conflict resolution and decision-making skills
Exceptional organizational and project management skills with the ability to prioritize and manage multiple initiatives effectively
Comfortable meeting with and/or presenting to senior leadership and cross-functional groups
Bachelor's degree or graduate degree with an emphasis on Business, Sports Management, Hospitality, or related field
10+ years of providing superior customer service, preferably with sports teams, live entertainment events, or hospitality business
5 plus years in a managerial position leading a service staff focused on retention or sales
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
Proven success leveraging Microsoft/Salesforce CRM to track client communication and touchpoint campaigns
Experience using Archtics ticketing system
Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
Understanding of digital fan engagement platforms (e.g., Satisfi, mobile apps, text-to-service systems)
Preferred
Completion of a professional training program such as Disney, Ritz Carlton, etc. is a plus
Benefits
Yearly Discretionary Bonus
Company
Los Angeles Rams
Los Angeles Rams is an American sports club that specializes in franchise services in the national football league.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kevin Demoff
Chief Operating Officer
Michael O'Keefe
Vice President of Partnership Development
Recent News
GlobeNewswire
2026-01-09
2025-12-29
2025-11-23
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