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About the Jacksonville Jaguars
The Jacksonville Jaguars are a professional football team and a member of the National Football League's AFC South Division. The Jaguars are one of the NFL's youngest franchises, playing their first regular season home game on Sept. 3, 1995, in Jacksonville, Fla., and have since won five division titles. The Jaguars are owned by Shahid Khan, a visionary leader whose businesses include Flex-N-Gate, Fulham Football Club, All Elite Wrestling, Bold Events and Iguana Investments. Since 2012, Mr. Khan has had a positive impact on the Northeast Florida community through his investment in the team, capital improvements to EverBank Stadium and the creation of Daily's Place, which hosts upwards of 40 concerts a year. Through the Jaguars Foundation, the Khan Family has donated more than $39 million to many worthy causes, including in three key areas of focus: neighborhood revitalization, youth development and NFL-league-wide initiatives.
The Jaguars and Iguana Investments opened the Miller Electric Center, a state-of-the-art sports performance center and home to Jaguars football operations in 2023. Over the next several years, the Jaguars and Iguana Investments will complete Phase 1 of the Jacksonville Shipyards, a revitalization of the St. Johns Riverfront which will include a Four Seasons Hotel and Private Residences, an office building inclusive of the Jaguars front office headquarters, and a modernized marina and support building, as well as begin additional projects to transform the area around the stadium into a year-round, mixed-use sports and entertainment district.
In 2024, the Jaguars and the City of Jacksonville announced plans to move forward with a reimagined Stadium of the Future, securing Jaguars football in Jacksonville for generations to come, and a continuation of annual traditions of the Florida-Georgia Football Classic and TaxSlayer Gator Bowl while also opening opportunities for future Super Bowls, Final Four tournaments, college football playoffs, marquee concerts and more. The Stadium of the Future features a protective canopy, wider concourses, new communal spaces, scenic lookout decks, immersive in-bowl technology, new seating types and a public Floridian nature park.
We are committed to creating an environment that fosters the growth and success of a highly engaged workforce in the professional sports and entertainment. Our company culture seeks individuals who embody our core company principles: Passion, Respect, Innovation, Dedication, and Empowerment (PRIDE). Our company fosters a culture of continuous learning and a commitment to excellence, while also recognizing the significance of infusing excitement, originality, and fun into the workplace. By integrating these values and concepts, we establish a robust and dynamic work environment that upholds our vision of being a championship NFL team, an innovative entertainment company, and an exceptional community leader.
Summary
The Director of Member Experience and Retention will be responsible for all customer engagement and retention activities including renewal revenue generation for the Jaguars Stadium of the Future. The Director will oversee the Jaguars Member Experience and Retention Department.
Job Responsibilities

• Recruit, hire, manage, evaluate and mentor Member Experience Specialists
• Serve as the primary liaison to all Jaguars Season Ticket Members
• Assist Management in all aspects of selling, servicing and renewing Season Ticket Member accounts
• Establish, implement, execute plans to improve retention efforts
• Enhance perceived value proposition of all Jaguars clients
• Assist in creating and maintaining all Season Ticket e-marketing collateral
• Coordinate, plan and implement all membership events (i.e. Jaguars ONE, JAGS365)
• Develop and maintain positive working relationships with all Jaguars partners, such as Legends Global and Delaware North, and vendors guaranteeing support & attention to detail
• Serve as liaison to outside organizations, sponsors & other persons related to our events
• Responsible for overseeing all gifting and gift/ticket deliveries for Jaguars ONE and JAGS365
• Participate in focus groups by attending conferences and researching current trends for future event retention initiatives
• Actively solicit feedback from Season Ticket Members regarding their game day experience
• Assist with soliciting sponsors, restaurants, businesses, hotels, retail stores, audio-visual equipment, decorations, and ground transportation to coordinate all aspects of their participation in our events
• Manage areas on game days, manage all complaints, resolve issues, visit clients, and create a fun atmosphere for them and their guests, etc.
• Identify and implement value added items and trade deals to increase benefits
• Work with marketing team on ticketing department communication and correspondence
• Work with Ticket Operations on all ticketing elements relative to retention and member experience
• Assist with relocation events and all sales events
• Provide recommendations on administrative policies and procedures affecting department
• Assist in creation, compilation and management of department budget and track expenditures throughout the event process
• Keep detailed records of all expenses, revenue, meetings and activities and make periodic written & oral reports regarding customer service initiatives
• Create and post accurate information regarding the membership events
• Update and monitor the Jaguars webpage membership pages, www.jaguars.com
• Other duties as assigned

Job RequirementsRequired

• Bachelor's degree in sports management, marketing, business, or a related field
• 5+ years of experience in customer service management, preferably in sports
• Proven ability to develop and train customer service team
• Strong time management and organization skills
• Knowledge regarding payments and accounts receivable
• Ability to read and react to business trends
• High personal accountability
• Ability to communicate articulately and confidently both verbally and in writing with key stakeholders
• Ability to develop and maintain relationships with clientele
• Able to work flexible hours, including nights, weekends, and holidays
• Organized, creative and customer service oriented
• Ability to demonstrate group presentation
• Ability to work efficiently and effectively in a high-pressure environment while prioritizing and leading multiple tasks and projects
• Ability to deal with stress and adversity while maintaining a positive attitude when leading staff and engaging with management colleagues

Preferred

• Metrics driven ability to interpret complex data, analyze service performance, and track KPIs
• Experience building, managing, and forecasting departmental budgets
• Proficiency in Customer Relationship Management (CRM)
• Visionary leadership and ability to motivate, mentor, and lead a diverse service team
• High patience and strong problem-solving abilities to handle escalated client issues

Perks and Offerings
Here is insight into some of the perks and offerings of the Jaguars and Bold Events:

• Health, Dental, Vision, Life, and Pet insurance options
• Mobile phone stipend
• 100% match of the employee's contribution, up to 5% of income, in company 401(k) program
• 16 weeks of paid parental leave, including adoption; Leave Sharing option available
• Company provided lunch during the work week
• Wellness Programs inclusive of: Employee Assistance Program through NFL Lifeline as well as Colonial Life; preferred access to mental health appointments; access to onsite weight facility; company sponsored rec leagues; significant discounts to local YMCA; wellness challenges; Modern Health
• Team member recognition and mentor programs
• 21 paid company holidays in addition to 17 days of PTO (that's over 1 month of paid time off!); Summer Fridays; flex scheduling
• Training and development opportunities
• Employee events and celebrations
• Opportunity to receive tickets to various events such as Jaguars home games and concerts, as well as other local, ticketed events
• Various other perks and discounts through local partners
• Onsite notary
• Perks and offerings are subject to change and may be dependent upon role

Applications are being accepted online only. Please do not call to apply for this position. Please provide complete information. An incomplete application may affect your consideration for this position. The Jacksonville Jaguars are committed to a policy of equal employment opportunity and will not discriminate against an applicant on the basis of race, color, religion, creed, national origin, ancestry, sex, age, disability, veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, rules, or legal requirements.
By submitting this application, you understand that you may be subject to a pre-employment drug test. You certify that the information in your application is true, correct and complete. You authorize the Jaguars and its representatives to contact your prior and current employer and other references and all others for purposes of confirmation of the information you have provided. You understand your application is subject to, among other things, your eligibility to work in the United States.
Any personal data (including any sensitive personal data) that you provide to the Jaguars as part of the recruitment process and/or otherwise for potential employment may be held and processed for the purposes of your registration, application and potential selection and in connection with any subsequent employment or placement at the Jaguars or any of its affiliates. That data may be retained and further processed for the purposes of matching your skills and qualifications to future positions, identifying you as a potential candidate for future positions, to inform you of future positions and analytics in respect of who applies for positions with the Jaguars. If you are selected for the opportunity for which you apply, your personal data may be used for the purposes of entering into a relationship with the Jaguars, including sending you correspondence or general information relating to the employment relationship. Your personal data may be disclosed to Jaguars affiliates and to third-party organizations providing services to the Jaguars. Your personal data will be retained in accordance with the Jaguars document retention policies and applicable laws.