Director, Client Retention

Director, Client Retention

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.

Leadership & Team Management

• 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.

Retention Strategy

• 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.

Client Service & Fan Experience

• 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.

Revenue Growth & Business Development

• 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.

Analytics & Operational Excellence

• 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.

Event & Game Responsibilities

• 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.

Required

• 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.

Preferred

• 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…