SummaryThe Director of Member Experience and Retention will be responsible for all customer engagement and retention activities including renewal revenue generation for the Jaguars Stadium of the Future. The Director will oversee the Jaguars Member Experience and Retention Department.
Job Responsibilities- Recruit, hire, manage, evaluate and mentor Member Experience Specialists
- Serve as the primary liaison to all Jaguars Season Ticket Members
- Assist Management in all aspects of selling, servicing and renewing Season Ticket Member accounts
- Establish, implement, execute plans to improve retention efforts
- Enhance perceived value proposition of all Jaguars clients
- Assist in creating and maintaining all Season Ticket e-marketing collateral
- Coordinate, plan and implement all membership events (i.e. Jaguars ONE, JAGS365)
- Develop and maintain positive working relationships with all Jaguars partners, such as Legends Global and Delaware North, and vendors guaranteeing support & attention to detail
- Serve as liaison to outside organizations, sponsors & other persons related to our events
- Responsible for overseeing all gifting and gift/ticket deliveries for Jaguars ONE and JAGS365
- Participate in focus groups by attending conferences and researching current trends for future event retention initiatives
- Actively solicit feedback from Season Ticket Members regarding their game day experience
- Assist with soliciting sponsors, restaurants, businesses, hotels, retail stores, audio-visual equipment, decorations, and ground transportation to coordinate all aspects of their participation in our events
- Manage areas on game days, manage all complaints, resolve issues, visit clients, and create a fun atmosphere for them and their guests, etc.
- Identify and implement value added items and trade deals to increase benefits
- Work with marketing team on ticketing department communication and correspondence
- Work with Ticket Operations on all ticketing elements relative to retention and member experience
- Assist with relocation events and all sales events
- Provide recommendations on administrative policies and procedures affecting department
- Assist in creation, compilation and management of department budget and track expenditures throughout the event process
- Keep detailed records of all expenses, revenue, meetings and activities and make periodic written & oral reports regarding customer service initiatives
- Create and post accurate information regarding the membership events
- Update and monitor the Jaguars webpage membership pages, www.jaguars.com
- Other duties as assigned
Job RequirementsRequired
- Bachelor's degree in sports management, marketing, business, or a related field
- 5+ years of experience in customer service management, preferably in sports
- Proven ability to develop and train customer service team
- Strong time management and organization skills
- Knowledge regarding payments and accounts receivable
- Ability to read and react to business trends
- High personal accountability
- Ability to communicate articulately and confidently both verbally and in writing with key stakeholders
- Ability to develop and maintain relationships with clientele
- Able to work flexible hours, including nights, weekends, and holidays
- Organized, creative and customer service oriented
- Ability to demonstrate group presentation
- Ability to work efficiently and effectively in a high-pressure environment while prioritizing and leading multiple tasks and projects
- Ability to deal with stress and adversity while maintaining a positive attitude when leading staff and engaging with management colleagues
Preferred
- Metrics driven ability to interpret complex data, analyze service performance, and track KPIs
- Experience building, managing, and forecasting departmental budgets
- Proficiency in Customer Relationship Management (CRM)
- Visionary leadership and ability to motivate, mentor, and lead a diverse service team
- High patience and strong problem-solving abilities to handle escalated client issues
Perks and OfferingsHere is insight into some of the perks and offerings of the Jaguars and Bold Events:
- Health, Dental, Vision, Life, and Pet insurance options
- Mobile phone stipend
- 100% match of the employee's contribution, up to 5% of income, in company 401(k) program
- 16 weeks of paid parental leave, including adoption; Leave Sharing option available
- Company provided lunch during the work week
- Wellness Programs inclusive of: Employee Assistance Program through NFL Lifeline as well as Colonial Life; preferred access to mental health appointments; access to onsite weight facility; company sponsored rec leagues; significant discounts to local YMCA; wellness challenges; Modern Health
- Team member recognition and mentor programs
- 21 paid company holidays in addition to 17 days of PTO (that's over 1 month of paid time off!); Summer Fridays; flex scheduling
- Training and development opportunities
- Employee events and celebrations
- Opportunity to receive tickets to various events such as Jaguars home games and concerts, as well as other local, ticketed events
- Various other perks and discounts through local partners
- Onsite notary
- Perks and offerings are subject to change and may be dependent upon role
View http://www.jaguars.com/careers/ to learn more about what it means to be a part of the Jaguars team!Applications are being accepted online only. Please do not call to apply for this position. Please provide complete information. An incomplete application may affect your consideration for this position.
