The University of Washington Athletics Department is seeking an outstanding Director of Customer Retention and Engagement who 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. This position will oversee staff management, customer relations and development, strategic planning, and other management 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 & 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 Athletic Director 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 Athletic Director. 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 Athletic Director, 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 Pac-12 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.

Requirements:

Bachelor’s degree in business administration, sport management, administration, or a related field. Minimum of three years of experience working in the sports industry system, or with comparably complex software systems, or working in a customer service field. Candidates should be computer proficient in Microsoft Suite.

A minimum of one year of experience with budget responsibility and supervisory experience in hiring, training and managing staff of at least three full time positions.

Experience in creating and executing strategic plans, working in a Customer Relationship Manager “CRM” system, leading a team and achieving team goals. Sales Force CRM experience is preferred but not required.

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.

For complete details and to apply, please visit the UW Hires employment website at: www.washington.edu/jobs and search for job number 164213. To be considered, you will need to apply via the UW Hires portal.

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