Job Description
Position Summary
The Henderson Silver Knights (HSK) are seeking a Director, Premium & Membership Services who will serve as the driving force behind Foley Entertainment Group’s (FEG) membership engagement and loyalty strategies across its affiliated sports properties: Vegas Golden Knights (NHL), Vegas Knight Hawks (IFL), City National Arena, America First Center, and Lee's Family Forum.
This position is an opportunity to lead from the front, inspiring a high-performing team, strengthening long-term member relationships, and crafting innovative strategies that sustain and grow the FEG fan community. Through exceptional leadership, strategic insight, and a passion for service excellence, the Director will ensure every member feels valued, connected, and part of the championship journey.
Position Highlights:
Lead and mentor a results-driven Membership Services team focused on exceptional member satisfaction and retention.
Oversee premium and season ticket member experiences, including renewals, engagement, and loyalty strategies.
Collaborate with cross-functional leaders to create memorable touchpoints, exclusive events, and year-round member value.
Use data, analytics, and innovation to drive renewal revenue, optimize service delivery, and enhance the member journey.
Core Responsibilities:
Team Leadership: Lead, manage, and develop the Coordinator, Membership Service team to achieve department and individual performance goals.
Retention Strategy: Design and execute a 12-month retention campaign for all season ticket and premium members.
Renewal Management: Oversee annual renewal processes, including pricing, communications, and goal setting, ensuring seamless execution.
Performance Standards: Establish and monitor service metrics to drive accountability, consistency, and excellence across all member interactions.
Collaboration: Work closely with Marketing, Premium Sales, and Game Presentation to enhance member events, experiences, and communications.
Data-Driven Insights: Leverage CRM and ticketing data to analyze engagement trends, forecast renewals, and proactively address churn risks.
Premium Experience: Serve as a senior point of contact for premium and long-tenured members, ensuring a high-touch, personalized service experience.
Innovation: Develop loyalty programs, communication strategies, and value enhancements that strengthen long-term member relationships.
Cross-Functional Partnership: Coordinate with Ticket Sales leadership to ensure a seamless transition between acquisition, service, and retention functions.
Budget Oversight: Create and manage departmental budgets, track KPIs, and forecast renewal revenue with accuracy.
Game and Event Presence: Represent FEG at all relevant games, events, and member functions, serving as a visible ambassador of the organization.
Culture and Development: Cultivate a team culture aligned with FEG’s values of collaboration, positivity, and continuous growth.
Qualifications
Education: Bachelor’s degree in Business, Marketing, Sports Management, or a related field (required).
Experience: 4–6 years of progressive experience in ticket sales, service, or retention, including at least 2 years in a leadership or managerial capacity.
Industry Knowledge: Prior experience in the sports or entertainment industry strongly preferred.
Leadership: Proven ability to coach, motivate, and inspire a team to achieve ambitious goals.
Strategic Thinking: Strong operational mindset with the ability to translate vision into actionable plans.
Communication: Excellent written, verbal, and presentation skills with the confidence to engage senior stakeholders and fans alike.
Technical Skills:
Proficiency with CRM and ticketing systems.
Advanced Microsoft Office Suite capabilities (Word, Excel, Outlook, PowerPoint)
Professional Attributes
Demonstrated commitment to excellence and integrity in leadership.
Inspires and empowers others through mentorship and example.
Innovative mindset with a focus on continuous improvement and growth.
Embodies the FEG culture: Positive Energy. Relentless Work Ethic. Always Advance.
Physical Requirements:
Ability to sit for extended periods at a computer workstation
Occasional standing, walking, and light lifting (up to 25 pounds)
Manual dexterity for typing, filing, and operating office equipment
Visual acuity to read documents, computer screens, and written materials
Hearing ability to participate in meetings and telephone conversations
Ability to travel occasionally as required by business needs
Work Environment:
Professional office environment
Regular business hours with occasional evenings, weekends, or extended hours during peak business periods
Fast-paced, deadline-driven atmosphere
Frequent interaction with executives, staff, clients, and external stakeholders
Will require attendance at sporting events, meetings, or business functions outside normal office hours
Standard office equipment including computer, phone, printer, and other technology tools
Climate-controlled indoor environment
The Henderson Silver Knights (HSK) are seeking a Director, Premium & Membership Services who will serve as the driving force behind Foley Entertainment Group’s (FEG) membership engagement and loyalty strategies across its affiliated sports properties: Vegas Golden Knights (NHL), Vegas Knight Hawks (IFL), City National Arena, America First Center, and Lee's Family Forum.
This position is an opportunity to lead from the front, inspiring a high-performing team, strengthening long-term member relationships, and crafting innovative strategies that sustain and grow the FEG fan community. Through exceptional leadership, strategic insight, and a passion for service excellence, the Director will ensure every member feels valued, connected, and part of the championship journey.
Position Highlights:
Lead and mentor a results-driven Membership Services team focused on exceptional member satisfaction and retention.
Oversee premium and season ticket member experiences, including renewals, engagement, and loyalty strategies.
Collaborate with cross-functional leaders to create memorable touchpoints, exclusive events, and year-round member value.
Use data, analytics, and innovation to drive renewal revenue, optimize service delivery, and enhance the member journey.
Core Responsibilities:
Team Leadership: Lead, manage, and develop the Coordinator, Membership Service team to achieve department and individual performance goals.
Retention Strategy: Design and execute a 12-month retention campaign for all season ticket and premium members.
Renewal Management: Oversee annual renewal processes, including pricing, communications, and goal setting, ensuring seamless execution.
Performance Standards: Establish and monitor service metrics to drive accountability, consistency, and excellence across all member interactions.
Collaboration: Work closely with Marketing, Premium Sales, and Game Presentation to enhance member events, experiences, and communications.
Data-Driven Insights: Leverage CRM and ticketing data to analyze engagement trends, forecast renewals, and proactively address churn risks.
Premium Experience: Serve as a senior point of contact for premium and long-tenured members, ensuring a high-touch, personalized service experience.
Innovation: Develop loyalty programs, communication strategies, and value enhancements that strengthen long-term member relationships.
Cross-Functional Partnership: Coordinate with Ticket Sales leadership to ensure a seamless transition between acquisition, service, and retention functions.
Budget Oversight: Create and manage departmental budgets, track KPIs, and forecast renewal revenue with accuracy.
Game and Event Presence: Represent FEG at all relevant games, events, and member functions, serving as a visible ambassador of the organization.
Culture and Development: Cultivate a team culture aligned with FEG’s values of collaboration, positivity, and continuous growth.
Qualifications
Education: Bachelor’s degree in Business, Marketing, Sports Management, or a related field (required).
Experience: 4–6 years of progressive experience in ticket sales, service, or retention, including at least 2 years in a leadership or managerial capacity.
Industry Knowledge: Prior experience in the sports or entertainment industry strongly preferred.
Leadership: Proven ability to coach, motivate, and inspire a team to achieve ambitious goals.
Strategic Thinking: Strong operational mindset with the ability to translate vision into actionable plans.
Communication: Excellent written, verbal, and presentation skills with the confidence to engage senior stakeholders and fans alike.
Technical Skills:
Proficiency with CRM and ticketing systems.
Advanced Microsoft Office Suite capabilities (Word, Excel, Outlook, PowerPoint)
Professional Attributes
Demonstrated commitment to excellence and integrity in leadership.
Inspires and empowers others through mentorship and example.
Innovative mindset with a focus on continuous improvement and growth.
Embodies the FEG culture: Positive Energy. Relentless Work Ethic. Always Advance.
Physical Requirements:
Ability to sit for extended periods at a computer workstation
Occasional standing, walking, and light lifting (up to 25 pounds)
Manual dexterity for typing, filing, and operating office equipment
Visual acuity to read documents, computer screens, and written materials
Hearing ability to participate in meetings and telephone conversations
Ability to travel occasionally as required by business needs
Work Environment:
Professional office environment
Regular business hours with occasional evenings, weekends, or extended hours during peak business periods
Fast-paced, deadline-driven atmosphere
Frequent interaction with executives, staff, clients, and external stakeholders
Will require attendance at sporting events, meetings, or business functions outside normal office hours
Standard office equipment including computer, phone, printer, and other technology tools
Climate-controlled indoor environment
💡 Quick Summary
Seeking a career-building opportunity? The Director , Premium & Membership Service position is now open for candidates interested in the Back Office Jobs sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.
