Overview

The Premium Service Manager is responsible for serving the needs of existing Suite & Premium Members with excellent customer service, providing assistance and maintaining constant contact to accounts while also generating incremental revenue. The ideal candidate is an experienced premium sales/service professional who leads by example, possesses the ability to establish solid business relationships, maintains a professional attitude and maximizes opportunities to increase revenue potential, drive attendance and retention.

This role pays a salary of $60,000 to $65,000

Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays)

Job posting expires 5/1/2024

Responsibilities

• Manage, develop, and lead two Premium Service Coordinators and Interns on the Premium Service team.
• Manage and enhance relationships with new and existing Premium members to create experiences for clients and share best practices related to specific goals and initiatives.
• Create and implement unique service strategies and programs as a means of increasing retention rates and new business opportunities.
• Generate a touchpoint strategy for assigned clients, “face-to-face” or Zoom meetings to enhance the level of customer care.
• Fulfill member requests and questions via phone, email, and face-to-face / Zoom interaction, as well as administer invoicing and payment processes.
• Manage member agreements and corresponding invoices, including providing updates to contracts, account information and invoices as needed.
• Serve as the primary point of contact for assigned clients and liaison for the premium department.
• Collaborate with sales executives to generate new sales leads.
• Perform all necessary informational email communications with premium members.
• Collaborate with industry leaders on best practices within the area of premium service.
• Positively contribute to the sales and service culture by developing mutually beneficial working relationships with all Moody Center associates across various departments within the organizations.
• Participate and contribute to daily and/or weekly to team meetings and training sessions.
• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking throughout the building, long periods of standing.

Qualifications

• Bachelor’s degree in Sports Marketing, Marketing or other related field preferred or a combination of related education and work experience.
• 3-5 years’ of professional sales and service experience, preferably in the sports & entertainment industry.
• High level of demonstrated professionalism, integrity, and ability to maintain sensitive information and appropriate decorum.
• Demonstrated quick learner with ability to handle multiple projects and meet deadlines.
• Team player with a positive attitude, professionalism, resourcefulness, integrity, motivation, and a strong work ethic.
• Detail oriented, diplomatic, empathetic, with exceptional customer service skills.
• Strong knowledge of sales strategies and service principles.
• Proficient in the Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint and Calendar.
• Ability to work independently and within a team environment 
• Ability to work flexible hours including evenings, weekends, and holidays