Manager, Client Retention

Reporting to the Director, Client Retention, 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.

Essential Duties & 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.

Compensation The projected salary range for this position is $63,945 - $77,291 per year. This position is also eligible for commission based on the Ticket Sales & Service incentive program. Actual pay is based on several factors, including but not limited to the applicant’s: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Benefits The Nationals offer a competitive and comprehensive benefits package that presently includes:

• Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December
• Medical, dental, vision, life and AD&D insurance
• Short- and long-term disability insurance
• Flexible spending accounts
• 401(k) and pension plan
• Access to complimentary tickets to Nationals home games
• Employee discounts
• Free onsite fitness center

Equal Opportunity Employer The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.