JOB TITLE: Manager, Premium Service
DEPARTMENT: Ticket Sales & Service
REPORTS TO: Director, Premium Sales
POSITION SUMMARY:
The Manager of Premium Service is the primary relationship manager for the Baltimore Orioles’ most valued clients, including Premium Club members and Suite Lease holders. This role combines high-level client service with a focus on renewals, retention and revenue growth. The individual will deliver concierge-style experience in and out of the ballpark while driving long-term account value through strategic engagement, proactive communication and upsell opportunities. This is a full-time, salaried exempt position requiring a high level of professionalism, a client-first mindset and the ability to thrive in a fast-paced sports environment.
KEY RESPONSIBILITIES:
- Serve as the primary point of contact for an assigned book of Premium Club and Suite Lease clients, delivering proactive and personalized service year-round.
- Build and maintain trusted, long-term relationships with premium account holders through consistent communication, in-person meetings, and individual client experiences.
- Lead service efforts for premium account renewals with accountability for hitting departmental renewal and revenue goals.
- Identify upsell and cross-sell opportunities, including suite rentals, corporate hospitality, and premium ticket upgrades.
- Partner with internal departments (e.g., operations, food & beverage, ticketing, security) to ensure seamless execution of the premium experience on game days and special events.
- Execute and contribute to a year-round communication and engagement strategy for Premium members, including email campaigns, direct touchpoints, and customized outreach.
- Plan, coordinate, and host exclusive events and in-venue experiences for Premium clients, including in-game activations and off-site hospitality events.
- Anticipate client needs, resolve service issues quickly and effectively, and maintain a standard of “above and beyond” service delivery.
- Utilize CRM (Salesforce) and ticketing systems (Tickets.com Provenue) to track communication, preferences, sales activity, and service history.
- Support overall Premium Sales and Service department goals, collaborating closely with sales managers to drive revenue and client satisfaction.
QUALIFICATIONS:
- 3 years of experience in client service, premium hospitality, or relationship management, ideally within sports, entertainment, or luxury services.
- Strong interpersonal and communication skills with the ability to engage and influence high-level clients, executives, and corporate partners.
- Deep understanding of service excellence, with a proven ability to deliver high-touch support and anticipate client needs.
- Experience managing complex accounts and coordinating with multiple departments to execute exceptional experiences.
- Sales-oriented mindset with the ability to identify growth opportunities within an existing client base.
- Detail-oriented, organized, and capable of managing multiple priorities in a fast-paced, high-expectation environment.
- Proficiency with CRM systems (Salesforce preferred) and ticketing platforms (Tickets.com Provenue preferred).
- Willingness to work evenings, weekends, and holidays in alignment with Orioles home games and premium events.
DISCLAIMER:
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. The duties listed do not represent an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
EQUAL OPPORTUNITY STATEMENT:
The Baltimore Orioles are an Equal Opportunity Employer. It is the policy of the Baltimore Orioles to ensure equal employment opportunity without discrimination or harassment on the basis of race (including hair textures, afro hairstyles, or protective hairstyles), color, national origin or ancestry, religion or creed, gender or sex (including pregnancy), age, disability, citizenship status, marital status, veteran’s status, genetic predisposition or carrier status, gender identity, sexual orientation, or any other characteristic protected by law.
The anticipated salary for this role is $60,000-$65,000 depending on experience, annually plus commission.
The Baltimore Orioles are committed to providing competitive pay and benefits for our employees.
The Baltimore Orioles provide generous benefits, including paid vacation, paid holidays, paid sick leave, health insurance (single and family), vision and dental coverage, life insurance, concession/merchandise discounts, free parking and complimentary baseball tickets to home games. 401(k) plan with discretionary employer match available after one year of service and 1,000 hours is also available.
This information is being provided in accordance with the Maryland Equal Pay for Equal Work - Wage Range Transparency law.
Posted: 11/3/2025
