Manager, Retention and Growth

Washington Spirit•Falls Church, VA

2d•Hybrid

About The Position

The Washington Spirit is seeking a Manager, Retention and Growth who will lead the development and execution of fan engagement, retention, and growth strategies through email marketing, web, and SMS. This position owns the execution of digital growth and retention initiatives, leads a small team to execute campaigns and optimizations, and translates data insights into actionable improvements that enhance fan experiences and drive revenue growth. The Manager will collaborate across departments to integrate growth and retention efforts with ticketing, merchandise, and community engagement programs. The ideal candidate is a strategic thinker and team leader with strong digital marketing expertise, a passion for sports and fan engagement, and the ability to balance analytical rigor with creative problem-solving. You'll thrive in a fast-paced environment, take ownership of outcomes, and develop your team through coaching and feedback.

Requirements

Bachelor's degree in Marketing, Digital Media, Business, Communications, or related field
3 to 5 + years of experience in digital marketing with demonstrated expertise in email marketing and web optimization
Strong communication, interpersonal, and relationship-building skills
Highly motivated, goal-oriented, and proactive with a positive attitude
Ability to manage multiple priorities in a fast-paced environment
Willingness to work flexible hours, including game days, evenings, weekends, and events
Proficiency in Microsoft Office Suite

Nice To Haves

Experience leading or supporting a 1-2 person team or managing multiple complex projects
Experience managing email marketing platforms and web CMS tools (particularly HubSpot, but also open to experience with Mailchimp, Salesforce Marketing Cloud, Klaviyo or similar)
Strong proficiency with web analytics tools (Google Analytics, Adobe Analytics)
Experience working in professional or collegiate sports, entertainment, or membership-based organizations
Familiarity with CRM systems and marketing automation platforms
Knowledge of AEO, SEO, SEM, and paid advertising channels

Responsibilities

Develop and execute comprehensive email marketing and SMS strategy aligned with organizational goals for fan retention, engagement, and revenue
Lead segmentation, personalization, and targeting strategy to maximize relevance and campaign performance
Set performance targets and optimize campaigns through testing, analytics, and continuous improvement
Manage email calendar planning, content briefs, and cross-functional coordination
Coach coordinator on best practices and hold performance to standard
Own strategy for fan-facing website, ensuring content is engaging, up-to-date, and optimized for conversions
Manage web agency and set priorities for website improvements, personalization features, and UX enhancements
Analyze user behavior and conversion data to identify opportunities for improvement
Regularly analyze campaign, website, and retention metrics to identify trends and drivers
Translate data into insights and strategic recommendations for optimization
Develop regular reports and dashboards for leadership on email, web, and retention performance
Present findings and recommendations with clarity about what's driving results and what should change
In partnership with the Strategy & Analytics team, implement fan segmentation model to inform targeted marketing across channels
Design personalized experiences and messaging to increase engagement and lifetime value
Identify fan cohorts with retention risk and develop strategies to intervene and re-engage
Partner with ticketing, merchandise, sponsorship, and content teams on integrated campaigns
Identify relevant stakeholders early for upcoming initiatives and maintain relationships throughout
Coordinate promotional efforts across digital channels to maximize integrated impact
Communicate timelines, dependencies, and requirements clearly to partners
Coach coordinator on skill development, campaign execution, and analytical thinking
Provide regular feedback tied to competency expectations and performance standards
Hold team accountable for quality of work and timeliness of delivery
Maintain accurate and up-to-date records of all campaign activities
Collaborate with sales on their CRM outreach, pipeline activity, performance metrics, and strategic initiatives
Support additional marketing and revenue reporting monthly