Director, Service

Director, Service

Location: Salt Lake City, Utah
Reports to: Vice President, Service & Groups
Employment Type: Full-Time

Position Summary

Crimson Brand Partners is seeking strategic, customer-centric, and results-oriented Director of Service to lead the organization's ticket service, retention, and fan engagement initiatives for Utah Athletics. Reporting to the VP, Service & Groups, this leadership role is responsible for developing and executing comprehensive service and retention strategies that maximize customer satisfaction, renewals, revenue growth, and long-term fan loyalty across assigned athletic programs.

The Director of Service will oversee a team of service executives, establish performance standards and retention objectives, and drive a culture of accountability, collaboration, and world-class customer service. This position will lead efforts to enhance the season ticket holder experience, strengthen relationships with key stakeholders, donors, and premium seating members, and leverage customer insights to identify opportunities for increased engagement and revenue generation.

Working closely with leaders across Ticket Sales, Marketing, Communications, Development, Operations, Premium Seating, and Athletics Administration, the Director will ensure a seamless customer journey while advancing the department's strategic priorities. The ideal candidate is an experienced leader with a proven track record in customer retention, team development, revenue generation, and relationship management within sports, entertainment, or a similar customer-focused environment.

Key Responsibilities

• Lead, mentor, and develop a team of Service Account Executives, establishing performance expectations, coaching plans, and retention-focused KPIs.
• Drive a culture of accountability, collaboration, innovation, and best-in-class customer service.
• Develop and execute renewal and retention strategies for football, men's basketball, gymnastics, volleyball, and other assigned athletic programs.
• Oversee all renewal campaigns, retention initiatives, incentives, loyalty programs, member benefits, and customer appreciation events.
• Analyze retention trends, account activity, and customer feedback to identify opportunities for growth and improved fan engagement.
• Own and exceed annual renewal, retention, and service-related revenue goals across assigned sports properties.
• Develop engagement strategies that enhance the season ticket holder experience and strengthen long-term fan loyalty.
• Build and maintain relationships with key season ticket members, donors, and premium seating clients, serving as a senior escalation point when needed.
• Partner with Ticket Sales, Marketing, Communications, Development, and Operations to deliver seamless customer experience.
• Utilize CRM data, reporting, and customer insights to guide strategic decision-making and improve campaign performance.
• Identify upgrade, cross-sell, and premium seating opportunities within the existing season ticket holder base.
• Support departmental budgeting, forecasting, reporting, and long-term strategic planning initiatives.
• Establish and monitor performance metrics, KPIs, and retention goals for service staff.
• Conduct regular coaching, training, and performance evaluations to maximize team effectiveness.

Support and Collaboration:

• Partner with the VP, Service & Groups to develop and implement department-wide service, retention, and customer engagement strategies.
• Collaborate with Ticket Sales leadership to ensure alignment between sales acquisition, onboarding, service, renewal, and retention initiatives.
• Work closely with Marketing, Communications, Development, Premium Seating, and Operations teams to execute integrated fan engagement and customer experience programs.
• Support organizational revenue objectives through strategic planning, forecasting, reporting, and performance management.
• Serve as a senior leadership resource for customer escalations, VIP accounts, donor relationships, and premium seating clients.
• Partner with Athletics leadership and campus stakeholders to continuously enhance the season ticket holder and donor experience.
• Utilize customer feedback, analytics, and CRM insights to identify trends and recommend improvements to service delivery and retention performance.
• Lead cross-functional initiatives that improve operational efficiency, customer satisfaction, and long-term fan loyalty.
• Assist in the development and execution of special events, appreciation programs, hospitality experiences, and membership engagement strategies.
• Foster strong working relationships with internal departments, external partners, and key stakeholders to achieve organizational objectives.

Qualifications

Required:

• Bachelor’s degree in Sports Management, Business Administration, Marketing, Communications, or a related field.
• 4+ years of experience in ticket sales, service, retention, sports business, or a related area.
• 1-2 years of leadership experience managing customer service, account management, or sales teams.
• Proven success driving customer retention, renewals, and engagement.
• Strong leadership, team development, and relationship management skills.
• Experience creating and executing renewal and retention strategies.
• Proficiency with CRM systems, ticketing platforms, reporting tools, and analytics.
• Excellent communication, presentation, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, results-driven environment.
• Passion for college athletics and delivering exceptional fan experiences.

Knowledge, Skills, and Abilities

The successful candidate will demonstrate:

• A service-first mindset with a commitment to delivering exceptional experiences for fans, donors, and stakeholders.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent organizational skills and attention to detail.
• The ability to manage multiple priorities and adapt in a fast-paced, results-driven environment.
• Strong interpersonal and collaboration skills, with the ability to build productive relationships across departments.
• Effective written and verbal communication skills.
• A strategic mindset focused on customer retention, engagement, and long-term growth.
• The ability to anticipate challenges, identify solutions, and drive continuous improvement.
• Professionalism, integrity, discretion, and accountability.
• Proficiency in using customer data and business insights to support decision-making.

Work Schedule and Environment

This is a full-time, Salt Lake City-based position that works primarily from Crimson Brand Partners’ office and event venues. Because the role supports live events, regular evening, weekend, and holiday work will be required. The schedule will vary according to the athletics and venue event calendars.

Physical and Environmental Requirements

• Work is performed in an office environment and in arena/stadium settings during events.
• Event support may involve:
  • Standing and walking for extended periods on event days.
  • Working in loud or crowded environments.
  • Occasional lifting and moving of materials for game day, sales events, etc.

Compensation and Benefits

Crimson Brand Partners offers a competitive compensation package which includes:

• Medical coverage, with Crimson Brand Partners contributing 80% of monthly premiums
• Dental and vision coverage
• 401(k) retirement plan with a 4% employer match
• 15 days of paid vacation annually
• Five paid sick days annually
• 11 paid holidays
• Voluntary life and accidental death and dismemberment insurance
• Voluntary short- and long-term disability coverage
• Employee Assistance Program
• Voluntary supplemental benefits, including accident, critical illness, hospital indemnity, and legal coverage
• Tickets to Utah Athletics events

About Crimson Brand Partners

Crimson Brand Partners is a newly formed partnership with the University of Utah designed to modernize how the University continues to build its brand. Crimson Brand Partners manages commercial operations across Utah Athletics, including events at stadiums and arenas, branding, licensing and sponsorships, ticketing, and digital media.

Equal Employment Opportunity

Crimson Brand Partners is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other status protected by applicable law. We consider all qualified applicants in accordance with applicable federal, state, and local laws.