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Director of Fan Engagement and Retention

2 months ago

Washington, United States Monumental Sports & Entertainment Full time
About the Role

We are seeking a highly skilled and experienced Director, Membership Services to join our team at Monumental Sports & Entertainment. This is a unique opportunity to lead our membership services team and drive retention rates and improve satisfaction and loyalty levels for Wizards full season ticket members.

Key Responsibilities

The Director, Membership Services will work closely with the Vice President, Sales and Services, and the Senior Vice President, Sales and Services to implement a comprehensive marketing strategy designed to improve member loyalty and retention levels and enhance new business revenue opportunities from current customers and their networks.

Key responsibilities include:

  • Providing a hands-on role in the hiring and managing of a dedicated staff.
  • Improving year-over-year client satisfaction and retention rates, and associated revenue and profitability goals.
  • Identifying ways to build awareness of and grow our DC 12 Club Membership model.
  • Assisting staff in identifying additional new business opportunities in the form of additional seats, upgrades, group ticket packages, and corporate events through relationships with existing clients.
  • Taking a lead role in the production of all support materials and collateral for the department.
  • Creating seasonal client touchpoint programs and working closely with staff to identify ways to enhance the program through training and mentoring.
  • Coordinating and managing membership service campaigns and retention and renewal initiatives.
  • Developing and delivering customized programs, benefits, events, and communication plans using best processes and feedback provided from clients.
  • Working with the analytics staff to identify and use data that will assist in the planning and implementation of our service and retention campaign.
  • Leading all facets of the annual plan holder renewal campaign, including messaging, marketing collateral, incentives and activation.
  • Managing the annual client upgrade and relocation process.
  • Working closely and maintaining strong relationships with all other departments and members of the executive team.