Director of Experience at Ballers Philadelphia – Philadelphia, Pennsylvania

JOB DESCRIPTION

Role: Director of Experience
Location: Philadelphia & Boston
Reports to: General Manager
Employment Type: Full Time, Salary Exempt

About Ballers
Ballers is the ultimate sports venue where passion for the game meets community spirit. We're the place to be for racquet sports (pickleball, padel, squash, and tennis), field sports, and golf. Each Ballers location features state-of-the-art facilities where members and guests can play, compete, and connect. At Ballers it's all about living the game, not just playing it!

We’re looking for BALLERS who:
- Brings energy and enthusiasm to every shift
- Has a friendly, outgoing personality that makes every guest feel like an MVP
- Thrives in a fast-paced environment and stays cool under pressure
- Works well with teammates and supports smooth operations
- Maintains a professional appearance and positive attitude

Role Overview
The Director of Experience is a senior leader who brings together guest, member services, and membership sales to elevate every guest interaction. This role will align the Player Services team with the membership sales strategy and lead efforts to grow our membership revenue and overall experience. The Director will collaborate with all areas of the club to ensure a smooth, high-quality guest journey from welcome to departure, while optimizing revenue and operations across both Philadelphia and Boston venues.

Here’s what your day-to-day will look like

Lead the Player Services team, integrating them with membership sales efforts
- Develop and execute a cross-functional strategy that aligns membership sales with overall guest experience.
- Maximize guest engagement and conversion.
- Provide personalized service to members, addressing needs and ensuring an exceptional experience.
- Acting as point of contact for all membership-related inquiries and concerns.
- Manage billing questions and disputes, communicating benefits and inclusions, processing membership changes (upgrades/downgrades/cancellations), managing renewal communications
- Conduct sales presentations, venue tours, and client meetings to communicate Ballers’ value proposition and membership benefits.

Membership Sales Strategy
- Set and monitor membership sales targets, track metrics, and adjust strategies to meet monthly, quarterly, and annual goals.
- Identify prospective members through external outreach, inbound inquiries, and networking; drive revenue growth through memberships and exclusive offerings.
- Maintain an active pipeline of prospective members using CRM tools; manage relationships with individuals, corporations, and groups.
- Develop and implement membership retention strategies and program enhancements.
- Lead and participate in member events, and special programming to foster community engagement.
- Create and update Standard Operating Procedures (SOPs) for player services and membership sales.

Skills & Qualifications
- Bachelor’s degree in business, Hospitality Management, or a related field preferred.
- 5+ years of leadership experience in hospitality, membership sales, guest services, or a multi-function venue environment; experience in combining service and sales functions is a plus.
- Proven track record of driving revenue growth, especially in membership sales or equivalent recurring-revenue programs.
- Strong leadership and people management skills with the ability to develop diverse teams.
- Know your way around CRM and basic office software; bonus points if you're good with data.
- You're an energetic team player who delivers awesome guest experiences with that genuine "Baller" hospitality
- You thrive when things are moving fast and can juggle priorities
- You're okay working nights, weekends, and holidays
- Knowing a bit about pickleball, padel, golf, soccer, or squash is a plus!

What’s in it for you
- A good paycheck and benefits
- A fun, exciting workplace with passionate colleagues
- You get to be around fitness, wellness, sports, and people who love to play
- Sweet employee discounts on our services and food