Premium Experience Manager with Indiana Pacers in

  Indiana Pacers
  West Region
  Administration/Management
  Posted/Updated: 07/15/19

Job Summary

JOB TITLE: Premium Experience ManagerSUMMARY:The Premium Experience Manager will oversee and manage relationships, ticket account and experience efforts for Indiana Pacers premium clientele (including Suite Holders and other premium seating areas). The PEM will work with the Premium Experience Team to create a platform for unique and customized benefits by consistently demonstrating an elevated level of service with internal/external clients. Focus on strategies for driving loyalty, retention and incremental business through management of relationships leading to renewals, upselling, cross selling and referral generation.Top Qualities & Traits Needed: Solid Account Management Experience, Strong Verbal & Written Communication Skills, Dedicated Service & Team Player Mindset, Organized, Ability to Multi-task & Prioritize, Creative, Event Management Experience, Ability to Successfully Plan & Execute Client Touch-Points Surrounding Various Campaigns & Events.PRIMARY RESPONSIBILITIES:Position Purpose & Goals/Objectives• Premium Account Management, Strategy and Executiono Premium Client touch-point and partnership managemento Internal and External Relationship Buildingo Client Profilingo Financial Monitoring of Contractual Revenue, Payment Schedules & Premium Revenue Projections• Event Coordination, Staffing & Budget Management• Business Developmento Retention of portfolio businesso New & incremental sales• Premium Experience Activation, Project & Campaign ActivationPremium Account Management, Strategy and Execution:1. Client Touch Point Strategy and Execution: Fulfill on premium client touch-points outlined through a strategic Client Engagement Strategy including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, hand written notes, emails, premium client and other more intimate and targeted events, etc.2. Relationship Management: Build rapport with multiple levels of the premium client account base while making connections that are individualized and unique. Create a strong and lasting foundation for relationships to drive future business, and lead the facilitation of relationships through all Pacers Sports & Entertainment channels.3. Premium Client Profiling: Develop, research and document thorough client profiling of premium client base through intimate, individual and survey touch-points. Utilize client specific information to create a stronger understanding of why our clients purchase products in order to meet purchase objectives. Use information to build strategy around creating special moments and opportunities to customize the premium experience.4. Premium Account Financial Monitoring: Monitor the annual billing cycle of quarterly payments for your client accounts and ensure that any additional product payments are received and processed in a timely manner.Event Coordination, Staffing & Budget Management:1. Event Strategy: Establish unique and creative concepts that drive premium customer loyalty, and develop strategic platforms that leverage events as desirable benefits and opportunities. Script out the full experience of all touch-points within events to ensure success.Department: Premium ExperienceLocation: Pacers Sports & EntertainmentStatus: Full Time/Exempt - SalaryReports to: Director of Premium ExperienceDate: July 2019JUL 20192. Budget Management: Be mindful of financial elements related to all premium client events planned, including but not limited to securing bids for venues/services, tracking event costs, submitting invoices for payment, maintaining event costs within budget through to event execution, and recapping final event costs and summary.3. Staffing: Coach and train a team of part-time staff of Premium Ambassadors to understand and deliver an elevated experience for our premium clients and their guests.4. Event Communication: Work with Premium Experience Team to develop and implement timelines and communication pieces necessary for creating event awareness and interest amongst client base, and track and update departmental event calendar while logging all communication efforts in Salesforce.5. External/Ticketed Event Management: Oversee all experiential and hospitality elements of the premium experience during games, shows and events at the Fieldhouse to ensure an elevated level of service for Suite, Loge and Theater Box guests.Business Development;1. Retention: Achieve maximum retention of premium account client base on an annual basis as a result of year-round relationship building efforts. Contribute to the Customer Loyalty team’s overall retention and revenue goals.2. Portfolio Growth: Grow individual client portfolio through upgrade and add-on sales within client base, while also seeking referrals and new business opportunities external to current client base.3. New Sales Goals: Focus on achieving new sales goals specific to season tickets, suite rentals and group tickets, and renew this portfolio of business annually.4. Lead Facilitation: Through established relationships, facilitate meetings and introductions within the company to generate additional revenue opportunities (including but not limited to new suite leases, corporate partnerships, etc.)Premium Experience Activation, Project and Campaign Management:1. Benefit Fulfilment: Collaborate with Premium Experience Team and PS&E departments to fulfill upon both contracted and nonpromised benefits that achieve client loyalty objectives.2. Project Management: Plan, lead and execute various projects related to managing the full scope of the full premium client experience (i.e. – communication, event planning, ticket distribution, parking coordination, on-site meetings, holiday card and gift distribution, app utilization, etc.).3. Education, Innovation and Integration Focus: Seek, share and train on opportunities to promote growth and learning, that provide new methods to improve and achieve results, and that foster building-wide integration and efficiency.4. PS&E Community Involvement: Serve as a teammate to achieve PS&E and cross-departmental goals, and participate in community-wide initiatives in the local community and within Bankers Life Fieldhouse.QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND/OR EXPERIENCE:Bachelor’s Degree (BA or BS) from a four-year college or university and a minimum of two years of sales or service experience is required. Hospitality, event and account management experience preferred.COMPUTER SKILLS:Employee should have a good working knowledge of Microsoft Office including Excel, Word, Outlook, PowerPoint & Windows. Experience with Archtics (or related ticketing system) and Salesforce (or related CRM platform) is a plus.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. The noise level in the office environment is usually moderate2. The noise level in the Fieldhouse/game environment is usually loud3. The stress level may become high during certain times of the yearWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 



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