Manager, Client Retention

Washington Nationals•Washington, DC

1d•Onsite

About The Position

The Manager, Client Retention is responsible for leading the Account Executives, Membership Services team and overseeing the successful execution of all service initiatives, retention strategies, and sales activities for Washington Nationals Season Plan Holders. This role is accountable for maximizing member retention, increasing customer lifetime value, and driving incremental revenue through upgrades, cross-sells, and renewals. The Manager, Client Retention will develop and execute comprehensive retention strategies, service touchpoint plans, member engagement initiatives, and sales campaigns while fostering a best-in-class service culture focused on delivering exceptional member experiences. The ideal candidate is a proven leader who is passionate about developing talent, leveraging data to drive business decisions, and creating memorable experiences that strengthen long-term customer relationships. The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Requirements

Must successfully clear a background check.
Must have U.S. work authorization.
Uphold Core Values: Innovation, Integrity, and Teamwork.
Working conditions are normal for an office environment.
Work may require occasional weekend and/or evening work.
Strong work ethic and a desire to build a career in professional sports.
Attention to detail including excellent time management and organizational skills.
Strong ability to create and thrive in a team environment.
Must be able to work flexible hours including evenings, weekends and holidays as needed.
Ability to travel around the ballpark visiting clients during home games with the ability to escort clients.
Ability to deliver effective results, meet tight deadlines and targets.
Proficient with basic budget management and calculations.
Ability to operate under pressure.
Competent keyboard skills to produce accurate and well-presented documents.
Ability to learn and master new software programs including Tickets.com and Microsoft CRM.
Computer proficiency and technical aptitude with the ability to utilize MS Word, Excel, Power Point, Internet research.
An effective communicator orally and written with excellent interpersonal skills.
Understands the need for data integrity and pays attention to maintaining accurate and timely data.
Excellent organizational abilities to handle multiple tasks, establish priorities, and consistently meet deadlines.
Minimum of 1 year of people leadership experience or equivalent leadership development program experience.
Minimum of 3 years of industry related experience in client or membership management, retention and service.

Responsibilities

Lead, coach, and develop the Membership Services team, establishing a high-performance culture centered on proactive customer service, accountability, and continuous improvement.
Develop and execute comprehensive retention, renewal, upgrade, and member engagement strategies designed to maximize Season Plan Holder retention and long-term revenue growth.
Create and implement targeted monthly sales and service campaigns that generate incremental revenue from the existing membership base.
Design and facilitate ongoing sales, service, and professional development training programs to enhance individual and team performance.
Partner with the Director, Client Retention to develop annual sales and service strategies, renewal timelines, and campaign calendars supporting department objectives.
Oversee first-year member onboarding and engagement initiatives to improve retention and overall member satisfaction.
Collaborate cross-functionally with Ticket Operations, Marketing, Business Intelligence, and other departments to enhance the Season Plan Holder experience.
Lead the planning and execution of Season Plan Holder events, exclusive member experiences, and hospitality initiatives.
Oversee membership reporting, analytics, dashboards, and performance metrics to evaluate retention efforts and identify opportunities for growth.
Manage membership program operations, rewards fulfillment, and related customer service initiatives.
Ensure the team maintains accurate customer data and effectively utilizes CRM, ticketing, and membership platforms to optimize service and sales efforts.
Work all assigned home games and special events, providing leadership support while assisting members with service-related needs.
Manage departmental scheduling, office operations, and game-day staffing responsibilities.
Recruit, interview, hire, onboard, coach, evaluate, and develop staff while conducting performance reviews and managing employee recognition, coaching, and corrective action when appropriate.
Perform other duties and special projects as assigned.