Manager - Premium Services CLTFC
3 weeks ago
- Lead the service efforts for all suites and premium seating inventory, focusing on client satisfaction and retention.
- Assist in managing service staff by establishing service targets, developing service programs, and aligning efforts with organizational goals.
- Develop and implement client service strategies to maximize client satisfaction and loyalty.
- Support the service staff in achieving high productivity and professionalism in client interactions.
- Engage in direct client relationship management, setting the tone for the department by contributing to the service experience—be innovative and client-focused.
- Assist with service forecasting activities and setting performance goals accordingly.
- Deliver service presentations to key clients in coordination with service reps.
- Meet with key clients to maintain relationships, ensure satisfaction, and address any service-related issues.
- Sustain a team that consistently achieves high client satisfaction and maintains a high standard of professionalism.
- Oversee the maintenance of Luxury Suite & Suite Club Membership accounts, ensuring a premium service experience for all clients.
- Develop and implement enhancement programs for current clients to improve retention and service satisfaction.
- Ensure proper maintenance of all premium seating accounts and adherence to current quality standards.
- Assist with game day activities and ensure all premium members have a seamless and exceptional experience.
- Collaborate with Ticket Operations to ensure all accounts are up-to-date on tickets, payments, etc.
- Work with all other Departments to improve communication and improve the fan experience
- Work directly with Marketing Team to maximize sales campaigns
- Committed to the support of Department goals and objectives in all areas
- Assist other areas in the Department as needed
- Represent the organization at various organizational networking and/or events in a professional manner
- Involvement in game day activities, promotions, and sales events
- Facilitate special projects as assigned
- Additional related duties as assigned
- Minimum of 6 years of client service experience at the collegiate or professional level, with at least 2 years in a leadership role.
- Experience with Microsoft Dynamics CRM and Archtics ticketing system a plus
- Must possess excellent communication skills with a focus on motivating and innovating
- Strength in teamwork, professionalism and time management
- Positive and mature attitude with strong leadership skills
- Detail Oriented. Must be able to multi-task without frustration.
- Must be flexible to work evenings and/or weekends.
- Excellent organizational skills and attention to detail
- Strong verbal and written communication skills with a focus on motivating and innovating
- Works well under pressure while maintaining a positive attitude
- Strong leadership skills
- Must be a team player, reliable, and dependable
- Ability to make sound decisions and exercise independent judgement and discretion with integrity and accountability, while working in a fast-paced, high-demand, and sometimes strenuous environment
- Must maintain complete confidentiality of privileged, and/or sensitive information
- Must, at all times, display the character and values of the Tepper Sports & Entertainment brand
- Must be able to multi-task while managing time successfully
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