The Senior Manager, Retention & Premium Services is directly responsible for service and retention of all Premium Members; Royal Landing Accounts (Suites, Loge Boxes & Club Seats) as well as the Front Row Seats (First 2 Rows) for both tenant sport teams by providing first-class communication while serving as the point person for account maintenance, premium benefits, and annual touchpoint programs. This role is also responsible for the renewal touchpoint campaigns for the Henderson Silver Knights and Vegas Knight Hawks. This is achieved with a proactive work ethic through networking and establishing relationships, providing world class service, and delivering customized communications, events, and programs.
Responsibilities:
- Key go-to-person for the customer service and retention of all Premium Members
- Build strong relationships with assigned account base through proactive communication including seat visits, phone calls, emails and other touchpoints
- Ensure Premium Member information and data are accurate and complete for assigned accounts
- Manage Renewal and Premium Sales process for all Premium Members; help fulfill all aspects of final sales (member agreements, payment schedule, etc.).
- Assist in developing and delivering renewal campaigns, customized benefits programs, and events to drive loyalty within Traditional and Premium Member accounts
- Assist to meet and exceed team new business revenue goals with an emphasis on Premium for HSK and VKH which include but are not limited to Suites, Club Seats, Glass Seats, etc..
- Sell upgrades, add-ons, and generate referrals
- Provide administrative support as directed such as email requests, graphic requests, organizational duties, etc.
- Ability to work nights, weekends, and holidays as needed, in addition to traditional business hours
- Other projects as assigned
Required Knowledge/Skills/Job Qualifications:
- Excellent Communication Skills - interpersonal, verbal, written, sales
- Problem Solver, Creative, Detail Orientated, Team Player
- Excellent relationship building and interpersonal skills, with the ability to interact comfortably and effectively with clients and colleagues
- Advanced time management, multi-tasking, and prioritization skills
- Working knowledge of a ticketing system
- Previous experience with a CRM system (SalesForce, Microsoft CRM, etc)
Education / Experience:
- Bachelor’s degree in business/sales/marketing/sports management or similar concentration required.
- Minimum of 2-3 years ticket sales/service experience, preferably in sports/entertainment required
Our Culture:
- No ego, ‘We’ not ‘Me’ approach to everything we do
- Positive energy
- Relentless work ethic
- Always advance
- Never retreat
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
