Manager of Premium Member Experience

Job Summary

The Manager of Premium Member Experience will be responsible for all customer engagement and retention activities of  Premium Season Ticket and Suite Members, as well as efforts as it relates to Bold Events and Daily’s Place Amphitheater. This role will oversee the Premium Member Experience and Retention side of the busines while working alongside the Director of Fan Experience, Director of Member Experience and Retention and the Director of Premium Sales and Entertainment. 

Job Responsibilities:

• Recruit, hire, manage, and mentor a staff of two or more Premium Member Experience Specialists 
• Serve as the primary liaison to the Premium Member Experience Team
• Assist Management in all aspects of selling, servicing, and renewing Premium Season Ticket and Suite accounts
• Establish, implement, and execute plans to improve retention efforts 
• Coordinate, plan and implement all Premium Membership events 
• Serve as liaison to outside organizations, sponsors & other persons related to our events
• Coordinate office visits to clients, sometimes involving Jaxson De Ville and/or the ROAR
• Responsible for overseeing premium gifting and gift activations and deliveries
• Participate in focus groups by attending conferences and researching current trends for future event retention initiatives
• 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
• Identify and implement value added items, such as trade deals to increase benefits
• Work with the Marketing team on premium seat and suite ticketing assets
• Assist with Premium Seat and Suite client and sales events, inclusive of budget creation and tracking and reporting
• Provide recommendations on administrative policies and procedures affecting department
• Create and post accurate information regarding the membership events

Job Requirements:

• College degree 
• 4-6 years of customer service experience specifically premium seat, suite or hospitality experience preferred
• Must have knowledge regarding payments and accounts receivable
• Management experience a plus
• Proven ability to develop and maintain relationships with clientele
• Excellent verbal and written communication skills
• Ability and desire to work long and flexible hours, including some evening, weekends, and holidays
• Strong group presentation skills
• Ability to quickly build rapport and interact with people of various socio-economic, financial, and educational background
• Accountable, results oriented, adaptable, and interpersonally confident