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Program Manager, Retention Marketing with Seattle Sounders FC in Seattle · WA

Seattle Sounders FC jobs
Sports Jobs in Seattle · WA
Marketing: Database Marketing/Analytics
 TITLE:  Program Manager, Retention Marketing
DEPARTMENT:  Brand Planning & Insights (Marketing)
REPORTS TO:  Director, Brand Planning & Insights
FLSA STATUS: Salaried, Exempt
When you join Sounders FC you join a Family. A giant, inclusive, soccer-loving Family rooted in the best soccer city in America. Here we average nearly 40,000 fans per match, recently attracting over 69,000 fans as we won the 2019 MLS Cup here in Seattle. Our club exists to create special moments like these, where we enrich lives and unify our fans and city through soccer.
Through both digital and live experiences, the Sounders FC Marketing department curates club, fan and cultural stories to build meaningful connections and serve as leaders invested the progress of our Seattle community.
The Brand Planning & Insights team is a new team tasked with making Sounders FC’s marketing as smart and efficient as possible. As the Program Manager, Retention Marketing you will champion the Club’s fan-first mindset, obsess how we continuously improve the Sounders fan experience, and lead innovative marketing programs to build meaningful relationships with our most loyal fans. 
From our SFC app, to digital marketing and our matchday experiences, you will work closely across Creative, Live, and Digital Brand Experience teams to reimagine how data, design and technology meet to serve our fans more directly and personally. In partnership with the Director, Brand Planning & Insights and others, you will be responsible for the strategic development, planning and implementation of Sounders FC membership marketing programs including communication strategies and executions across online and offline touchpoints.
As an ideal candidate, your consumer-focused mindset is hard-wired, and you are excited and determined to learn how technology and innovation can be applied to deliver the best fan membership experiences and solutions in North America. In this role collaboration and leadership skills are critical as you work together with peers cross-functionally within the Marketing Department, as well as across Corporate Partnerships, Business Operations, Community Outreach, and Ticket Sales & Service to deliver first-class fan experiences.
ESSENTIAL DUTIES AND RESPONSIBILITIES.  Other duties may be assigned.  
Membership Strategy and Planning
  • Inspire the club to build, serve and engage the existing fan membership community throughout the season to drive membership retention business objectives.
  • Support the growth of Sounders FC member community by collaborating across multiple departments.
  • Partner with Data and Insights to define and organize member segments, preferences and behaviors.
  • Conduct internal and external research and connect with members directly to identify insights to discover new marketing and member engagement opportunities.
  • Work across functions to develop a full-funnel Sounders FC membership marketing model inclusive of customized and personalized digital and live communication, experiences, content and services.
  • Establish retention strategies and define supporting customer journeys utilizing data and known preferred methods of communications.
  • Maximize key assets (players/team, influencers and local partnerships) by making them integral to our integrated membership marketing plans. 
  • Implement innovative experience and loyalty programs, partnering closely with internal App Developer to build a new membership portal in-app.
  • Assist in developing quarterly budget plans and monthly targets.

Program Management and Operations
  • Develop, drive and execute season membership calendar, aligned with key MLS and Sounders FC dates.
  • Serve as the internal marketing point person for all things relating to membership marketing.
  • Inspire, lead and challenge the cross-functional marketing team to ensure execution across channels and make sure plans are integrated and aligned.
  • Drive planning of key member touchpoints including Season Ticket Member Celebration, annual scarf design, production and presentation, and more.
  • Define, track, analyze and communicate metrics related to the retention funnel.
  • Support membership renewal processes and monitor progress throughout the renewal period. 
  • Manage budgets and conduct forecasting for membership programs across multiple channels.
  • Collaborate and drive program growth with external vendors as necessary.

Corporate Partnership Programs
  • Partner with the internal Corporate Partnership (CP) Department to establish and execute efficient and effective communication, processes, tools and strategies that serve our members and partners.
  • Work closely with CP to align, develop and monetize sponsorship programs that support elevated membership experiences through integrated digital and live marketing efforts.
  • Lead inter-department processes and communication to manage and fulfill CP requests.

  • Support the Sounders FC Mission to Create Moments, Enrich Lives and Unify Through Soccer, as well as the Sounders FC Values of Ambition, Innovation, and Collaboration in all interactions with teammates, partners, vendors, and fans.

Knowledge / Skill and/or Ability
  • Strategic thinker who drives the future and champions change.
  • Knowledge, experience and passion for creating and refining membership programs.
  • Passion for driving customer focused solutions.
  • Ability to analyze marketplace, consumers and trends to extract actionable insights.
  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships. 
  • Strong understanding of the digital landscape and the role that each channel plays in marketing.
  • Experience creating plans and programs with seamless digital and live experience integration.
  • Keen attention to detail in planning, organization and execution while also seeing the big picture.
  • Customer service experience with the ability to influence and deliver sustainable solutions.
  • Process oriented with strong information seeking skills and drive to make things happen.
  • Proactive and highly motivated self-started with a results-oriented and goal driven mindset.
  • Strong written and verbal communication with presentation experience.
  • Deep connection and understanding of the Sounders fan or sports fan experience.
  • Thrives in highly creative, fast-paced & complex marketing environment.
  • Knowledge, experience and passion for sport and fan culture.
Applicable Technical Skill
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Salesforce Marketing Cloud
  • CRM Expertise
  • Project Management tools

  • A Bachelor’s degree required, preferably in Business or Marketing field
  • 3+ years relevant experience in membership experiences, marketing or similar field
  • 3+ years marketing experience including strategy, delivery and creative idea generation.
  • Marketing experience in the sports and/or entertainment industry strongly preferred.

Special Remarks Regarding Work Environment
  • Must be available to work evenings, weekends and holidays as needed, including home matches.
  • This position functions primarily at the Sounders FC business office in Seattle, WA.
  • Must have reliable means of transportation.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job description listed above is representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Seattle Sounders FC strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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