Overview

The Premium Services Manager at PeoplesBank Arena will be responsible for overseeing and elevating the experience of premium members across the venue. This individual will serve as the primary point of contact for clients seated in our Bunker Suites, Loge Boxes, and Club Seats during Hartford Wolf Pack games, UConn Athletics events (basketball and hockey), and concerts and live entertainment.

This position plays a critical role in delivering white-glove service, building strong and lasting relationships, ensuring high retention rates, and driving incremental revenue through upselling, cross-selling, and referral-based growth.

This position is an in-person role based at PeoplesBank Arena and reports directly to the Senior Director, Premium Seating. Candidates must be able to work evenings, weekends, and holidays as required.

This role pays an annual salary of $70,000-$80,000 and is bonus eligible

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until November 7, 2025.

Responsibilities

• Serve as the primary liaison for assigned premium accounts, including Bunker Suites, Loge Boxes, and Club Seat members.
• Build and maintain strong, personalized relationships through proactive service and tailored communication.
• Create and implement comprehensive service plans to ensure consistent, high-end guest experiences.
• Conduct regular check-ins with clients through in-person meetings, phone calls, and virtual appointments.
• Executive mid-year and end-of year-recap meetings for all premium accounts.
• Responsible for all client pre-event and post-event communication.
• Oversee team of premium service concierges to ensure world class experience on event days.
• Drive revenue by identifying upsell, cross-sell, and referral opportunities across the premium portfolio.
• Manage and execute Right of First Refusal (ROFR) processes for concerts and special events.
• Coordinate key service elements such as gifting, concierge access, hospitality, and behind-the-scenes moments as well as plan and support member events.
• Assist clients with catering needs, special requests, and milestone celebrations (e.g., birthdays, anniversaries).
• Act as the primary point of contact during events to ensure timely and professional resolution of client needs and concerns.
• Maintain accurate client records, communications, and activity reports in Salesforce and Outreach.
• Support premium seating initiatives such as account renewals, seat relocations, and post-season planning.
• Attend games and events to ensure an elevated experience for premium clients.
• Participate in team trainings, meetings, and professional development opportunities.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Business, Sports Management, Hospitality, Marketing, Communications, or a related field.
• Minimum 3-5 years of experience in a client-facing, sales, or account management role—preferably within sports, entertainment, or luxury service.
• Proven ability to deliver exceptional customer service and drive revenue through relationship-based selling and account retention.
• Excellent communication, interpersonal, and organizational skills.
• Self-motivated, detail-oriented, and goal-driven with a strong sense of professionalism and accountability.
• Ability to multitask, manage priorities, and work efficiently in a high-energy, fast-paced environment.
• Proficient in Microsoft Office (Word, Excel, PowerPoint); experience with Salesforce and Outreach is strongly preferred.
• Willingness to work flexible hours including nights, weekends, and holidays as required.
• Passion for sports, entertainment, and delivering a world-class guest experience.