Director of Customer Retention and Engagement

Job Description

Washington Athletics has an outstanding opportunity for a Director of Customer Retention and Engagement to join their team.

Washington Athletics aims to inspire champions in competition and in the classroom. We exist to enrich the lives of students to positively impact our community and world for generations to come. Operating with the four core values of growth mindset, committed service, humility and grit, the Huskies choose to lead by example. All Husky Athletics staff make an IMPACT by committing to creating a purpose driven culture that impacts students and our greater community. We engage in GROWTH through dynamic conversations, embracing creativity, and recognizing that every challenge represents an opportunity to learn. We are a COMMUNITY who strive to create experiences for our stakeholders every single day. At our core is the belief that INCLUSION means creating spaces and places that reflect equity, advocacy and belonging for all.

With over 650 student-athletes participating in UW's 22 sports programs, the department of Intercollegiate Athletics is committed to providing student-athletes with the ability to compete for national and conference championships while working toward a degree from one of the world's leading public research universities.

The Director of Customer Retention and Engagement will report to the Associate AD, Ticketing & Revenue Strategy and will work alongside the Intercollegiate Athletics leadership team to serve as a dynamic leader in the success of their staff and the satisfaction of our ticket holders.

RESPONSIBILITIES

Staff Management:

• Recruit, hire, train, mentor and motivate a team of four full-time employees. Conduct weekly training sessions that focus on skill development and team growth. Plan, assign, and manage daily metrics to ensure support staff are setup for maximum success.
• Build an amazing office environment for the team and uphold an integrity driven and customer-centric service culture. Implement and review policies and procedures that will establish a foundation for serving our fans with excellence. 
• Manage day-to-day retention and fan engagement operations. This includes but is not limited to scheduling, offering hands-on support with service calls and appointments, and ensuring proper use of all business intelligence tools at the disposal of the Retention Team members. Conduct regular career growth meetings that will focus on continual improvement. Collect and submit timesheets. Conduct annual performance reviews.

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Job Description

Washington Athletics has an outstanding opportunity for a Director of Customer Retention and Engagement to join their team.

Washington Athletics aims to inspire champions in competition and in the classroom. We exist to enrich the lives of students to positively impact our community and world for generations to come. Operating with the four core values of growth mindset, committed service, humility and grit, the Huskies choose to lead by example. All Husky Athletics staff make an IMPACT by committing to creating a purpose driven culture that impacts students and our greater community. We engage in GROWTH through dynamic conversations, embracing creativity, and recognizing that every challenge represents an opportunity to learn. We are a COMMUNITY who strive to create experiences for our stakeholders every single day. At our core is the belief that INCLUSION means creating spaces and places that reflect equity, advocacy and belonging for all.

With over 650 student-athletes participating in UW's 22 sports programs, the department of Intercollegiate Athletics is committed to providing student-athletes with the ability to compete for national and conference championships while working toward a degree from one of the world's leading public research universities.

The Director of Customer Retention and Engagement will report to the Associate AD, Ticketing & Revenue Strategy and will work alongside the Intercollegiate Athletics leadership team to serve as a dynamic leader in the success of their staff and the satisfaction of our ticket holders.

RESPONSIBILITIES

Staff Management:

• Recruit, hire, train, mentor and motivate a team of four full-time employees. Conduct weekly training sessions that focus on skill development and team growth. Plan, assign, and manage daily metrics to ensure support staff are setup for maximum success.
• Build an amazing office environment for the team and uphold an integrity driven and customer-centric service culture. Implement and review policies and procedures that will establish a foundation for serving our fans with excellence. 
• Manage day-to-day retention and fan engagement operations. This includes but is not limited to scheduling, offering hands-on support with service calls and appointments, and ensuring proper use of all business intelligence tools at the disposal of the Retention Team members. Conduct regular career growth meetings that will focus on continual improvement. Collect and submit timesheets. Conduct annual performance reviews.

Customer Relations and Development:

• This position will take an active service role. Build a customer base consisting mostly of donor accounts. Collaborate with Development staff to integrate donor season ticket holders within the retention business plan. Manage a season ticket holder portfolio. This position will be responsible for meeting key performance indicators as assigned by the Associate AD, Ticketing & Revenue Strategy and will have a daily call and activity quota. Responsible for resolving customer service issues that are escalated from other ICA staff. 
• Game day responsibilities include managing service information outlets, customer in-game visits, and point person for all season ticket holder events and experiences that take place on game days.

Strategic Planning:

• Create an annual retention and engagement strategic plan and assume mutual ownership with the Associate AD, Ticketing & Revenue Strategy. This plan should include projected renewal rates, touch point strategies, customer incentive programs, and scheduling of season ticket member events across Football, Men’s Basketball, Women’s Basketball, Volleyball, Baseball, Softball, and others as it applies. Responsible for executing the strategic plan and regularly communicating progress through reporting (via new business intelligence tools), meetings with the Associate AD, Ticketing & Revenue Strategy, and Senior Leadership.

Other Responsibilities:

• Participate in developing all service and customer communication strategies related to season ticket holders. Support ticket operations with office phone line coverage. Collaborate with other Athletics units such as Marketing, Development, and Event Management to maximize service efforts and events. 
• Assist in other duties as assigned. 

Compliance with the rules and regulations of the University, the NCAA, the Conference, the State of Washington and any other governing body is of paramount importance to the University.  The overall responsibility of this position is for the successful operation of the program in full compliance with all such rules and regulations.  As a condition of employment, the Employee shall be required to participate in rules education programs offered by the Department of Intercollegiate Athletics. 

MINIMUM REQUIREMENTS

Bachelor’s degree in business administration, sport management, administration, or a related field. Minimum of two years of experience working in fan relations, retention or customer service in the sports industry, and working with Paciolan/Salesforce ticketing and CRM systems, or comparably complex software systems.

Additional Requirements:

• Candidates should be computer proficient in Microsoft Suite.
• Experience managing, directing and/or training staff.

CANDIDATE ATTRIBUTES

• Demonstrated success working in a fast-paced environment and ability to multi-task
• Detail oriented
• Coachable
• Proven ability to work independently
• Ability to maintain composure under pressure
• Genuine desire to help our customers, your peers, and your direct reports
• Ability to work within a team environment
• Excellent communication and listening skills
• Relationship builder with staff, faculty, season ticket holders, students and the general public

CONDITIONS OF EMPLOYMENT

• Must be able to work non-traditional hours including weekends, evenings, and holidays, for games and other special events.
• Some travel may be required.
• On game days, must be able to navigate throughout a variety of facilities; must be able to lift and carry up to 25 pounds.

Compensation, Benefits and Position Details

Pay Range Minimum:

$80,172.00 annual

Pay Range Maximum:

$81,996.00 annual

Other Compensation:

• Taxable benefits include tickets to UW Intercollegiate home competitions. - Non-local candidates may be eligible for a moving allowance.

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

About the UW 

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.  

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. 

Our Commitment 

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu. 

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law. 

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