Director, Client Retention

Department: Ticket Sales & Service Location: Florham Park, NJ
Reports To: Vice President, Ticket Sales & Service

Position Summary

The New York Jets are seeking a highly motivated, strategic, and customer-focused leader to serve as Director, Client Retention. This individual will lead the organization's season ticket retention efforts while developing and executing long-term strategies designed to maximize customer satisfaction, loyalty, and revenue growth. The Director, Client Retention will oversee a team responsible for renewing and servicing Season Ticket Members, developing retention campaigns, creating world-class member experiences, and leveraging data-driven insights to reduce churn and increase customer lifetime value. The ideal candidate possesses a passion for relationship building, strong leadership skills, and a proven ability to deliver exceptional results in a fast-paced professional sports environment.

· Lead, mentor, and develop the Client Retention team while fostering a high-performance, collaborative culture.

· Establish annual and seasonal retention goals for both revenue and seat renewal performance.

· Conduct regular coaching, training, and performance development sessions.

· Partner with Ticket Sales leadership to create career development pathways and succession planning for retention representatives.

· Develop and execute comprehensive retention strategies that maximize season ticket member renewal rates.

· Analyze customer behavior, renewal trends, fan engagement data, and account health metrics to identify risks and opportunities.

· Create targeted outreach campaigns designed to improve retention, account growth, and overall customer satisfaction.

· Collaborate with Marketing and Business Intelligence teams to implement data-driven retention initiatives.

· Ensure delivery of best-in-class customer service across all Season Ticket Member touchpoints.

· Oversee member communication plans, service calendars, and engagement campaigns throughout the year.

· Develop innovative programs, events, and exclusive experiences that strengthen fan loyalty and deepen relationships with the organization.

· Serve as a senior escalation point for high-value client concerns and service recovery situations.

· Drive season ticket renewal revenue and support overall organizational revenue objectives

· Identify opportunities to increase account value through upgrades, cross-selling, premium inventory opportunities, referrals, and add-on products.

· Work closely with Premium Sales, Group Sales, Partnerships, and Marketing teams to create integrated customer engagement strategies.

· Monitor marketplace trends and customer feedback to refine retention offerings and benefits.

· Utilize CRM systems and business intelligence tools to track performance and measure retention effectiveness.

· Develop reporting dashboards and executive summaries for senior leadership.

· Manage renewal forecasting, account segmentation, and outreach strategies.

· Ensure accurate customer records, touchpoints, and account activity within CRM platforms.

· Participate in all New York Jets home games and key club events.

· Lead retention-focused hospitality events, member appreciation programs, Training Camp activations, Draft events, and other customer engagement initiatives.

· Ensure seamless execution of all retention-related gameday experiences and benefits.

· Bachelor's degree.

· 5+ years of experience in ticket sales, client retention, customer success, service, or sports business operations.

· 2+ years of leadership experience managing and developing staff.

· Proven track record of achieving revenue and retention goals.

· Exceptional communication, presentation, and relationship-building skills.

· Strong analytical mindset with the ability to interpret customer data and make strategic recommendations.

· Experience using CRM platforms and Microsoft Office applications.

· Ability to work evenings, weekends, holidays, and all Jets home games as required.

· Professional sports or entertainment industry experience.

· Experience managing season ticket membership programs.

· Familiarity with Microsoft Dynamics, Power BI, or comparable business intelligence platforms.

· Demonstrated success in customer loyalty, membership, or renewal programs.

Salary range for this role: USD $120,000 - $140,000 per year, plus discretionary annual company bonus, dependent on the specific qualifications of the successful candidate. 

Company benefit programs for full-time employees include: robust medical, dental and vision insurance, flexible-spending and dependent-care account options, company-paid life, AD&D, and disability insurance plans, with additional voluntary supplemental term life & AD&D insurance options, and a variety of other health & wellbeing offerings; 401k plan participation (after 500 hours of service) with company-match and discretionary employer-funded defined contribution; PTO, sick time, paid maternity/parental leave; and access to tickets and parking for all New York Jets home games.

GENERAL INFORMATION A background check will be conducted prior to the start of the position. The New York Jets are proud to be an equal opportunity employer.  It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, creed, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender (including gender nonconformity, status as a transgender individual, gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, affectional orientation, marital status, civil union status, and domestic partnership status, age, physical or mental disability, genetic information, service in the uniformed services, or any other characteristic protected by federal, state or local law.  The New York Jets are committed to providing reasonable accommodations for candidates with disabilities.