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Head of Client Service with Los Angeles Rams in Agoura Hills · CA

Los Angeles Rams jobs
Sports Jobs in Agoura Hills · CA
Ticket Sales and Services: Premium/Suite Service
As the Head of Client Service for the Los Angeles Rams, this person will focus on creating a premium, distinctive, on-brand year-round experience for Rams Suite Owners, Stadium Seat License (SSL) holders and ticketholders. This role will help shape the Rams customer service standards on gameday and throughout the year. This person’s focus will be on retention of Suite Owners and SSL holders as well as converting single game purchasers into longer-term customers. The Head of Client Service will oversee a broader group of Rams customer service representatives in creating value for our members that meets and exceeds their expectations. In addition, this person will aid other departments in ensuring the Rams premium service standards proliferate through every part of our business. The successful candidate will have experience in premium hospitality, customer retention and building customer service programs. 

As an organization, the Los Angeles Rams continue to grow in the LA marketplace. While the past few seasons have been an exciting time to be a member of the Los Angeles Rams, the future is even brighter. In 2019, the team plays in a renovated Los Angeles Memorial Coliseum that added premium seating and has an improved gameday fan experience. Then in 2020 the team moves to its new home, SoFi Stadium, which represents an amazing opportunity for the team to build upon its brand and set a new standard for sports and entertainment. This role will play an integral part in making these next transitions successful with the ability to drive customer satisfaction across all touchpoints.
  • Create the premium service culture of the Rams year-round and on gameday
  • Oversee the Rams relationship with all suite, club and SSL members as well as single event suite or ticket holders
  • Focus on retention of all Suite Owners and SSL holders, including working with operations team on renewal process
  • Ensure gameday needs are met for Suite Owners, including benefits, amenities, catering orders and gifting
  • Build communication strategy for new and existing suite, club and SSL members, including welcome packets, on-going proactive communication, gameday information and other touchpoints
  • Create year-round customer relationship program tailored to different types of buyers including benefits and events
  • Create, organize and execute year-round events for Suite, Club and SSL members
  • Ensure daily activities and year-round events tie back to the Rams’ overall brand strategy
  • Oversee service department annual budget
  • Recruit, hire, train and develop a robust service team of Suite, Club and SSL members
  • Build department structure and standards as well as continued training for staff
  • Work with Ticket Operations on education of various customer operational processes as well as how to best utilize tickets to maximize value
  • Coordinate with SoFi Stadium service team on 3rd party event access for Rams Suite Owners and SSL members
  • Help CRM team to build system that allows customer service team to best accomplish service and retention goals
  • Liaise between departments to ensure client needs are met in premium areas in stadium
  • Utilize data to target certain customers
  • Oversee staff of 10-20 employees 
  • At least ten (10) years of experience in a hospitality or service role, including time in a management position
  • Premium hospitality experience
  • Experience building a premium-focused customer service program
  • Use of CRM system to manage relationships
  • Bachelor’s degree required. Master’s Degree preferred
  • Ability to multi-task and move projects forward
  • Highly organized and detail-oriented individual
  • Strategic thinker
  • Excellent communication and interpersonal skills
  • Ability to build relationships to drive business

We 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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