Senior Manager of Premium Client Services and Engagement

2 weeks ago

Glendale, Arizona, United States ASM Global Full time
Position Overview:

The Senior Manager of Premium Client Services and Engagement will spearhead a comprehensive business development initiative aimed at effectively catering to our Premium clientele. This role will act as the primary liaison for ASM Global's Premium members, ensuring exceptional customer service and communication. The individual in this position will play a pivotal role in enhancing member relationships and driving departmental achievements. Close collaboration with both the Ticketing Office and Corporate Partnerships department will be essential to create and implement client engagement strategies that significantly boost retention, foster new business opportunities, and optimize overall revenue.

Key Responsibilities:
  • Oversee the fulfillment and service of Suite Tickets and other Premium offerings.
  • Draft contracts and proposals for prospective Premium clients, including Loge Box Members and Suite Holders.
  • Adhere to all departmental CRM/SalesForce protocols to ensure accurate information, track deliverables, and maintain up-to-date account details.
  • Identify and promote revenue-generating opportunities for the sales team.
  • Develop and sustain a database of customer profiles to cater to individual preferences and needs.
  • Collaborate with Corporate Partnerships, Marketing, and Guest Services to provide high-value experiences for Premium clients, which may include exclusive events, private functions, gifts, and other activities.
  • Manage the relationship between clients and current Food & Beverage services regarding all aspects of Premium Services.
  • Lead special projects by formulating, presenting, and executing a robust strategic vision.
  • Analyze and implement new initiatives based on insights into industry and market trends.
  • Engage with clients to cultivate effective and meaningful relationships with key stakeholders.
  • Assist in the planning and execution of all Premium client events, including Suite Tastings, Administrator Parties, trips, and other special receptions.
  • Partner with the Executive Director of Premium Sales and the Director of Premium Sales to create integrated inventory management strategies that maximize sales and revenue for all premium products.
  • Work in tandem with other business units to foster synergy and promote comprehensive integration within the organization.
  • Maintain accurate documentation of quotes with precise pricing and configurations.
  • Collaborate with Premium Sales Directors on account relationship management.
  • Generate and distribute both electronic and hard copies of proposal presentations and relevant information to clients or internal personnel.
  • Develop and deliver components of sales presentations in a professional and impactful manner as needed.
  • Participate in Premium team meetings, contribute agenda items, generate meeting minutes, and provide updates to all involved parties.
  • Assist in the creation and organization of content for the Premium client newsletter.
  • Responsible for tracking all invoices and expenses against the established budget.
Qualifications:
  • Bachelor's Degree in communications, business, marketing, or a related field is required.
  • Prior experience managing premium suites for a team or venue is advantageous.
  • Previous marketing experience is beneficial but not mandatory.
  • Experience in crafting effective sales proposals and managing client accounts in a sales context is a plus.
  • Exceptional interpersonal skills with the ability to connect with all levels of staff, management, clients, and vendors.
  • Proficient knowledge of SalesForce, Archtics, Microsoft Office, and relevant web tools and software.
  • Must be self-motivated, dependable, and capable of working independently or collaboratively.
  • Ability to maintain confidentiality regarding sensitive information.
  • Must demonstrate professionalism in communications with both internal and external contacts.
  • Must be detail-oriented with strong organizational skills and the ability to meet deadlines.
  • Proficient in gathering and analyzing information to develop effective solutions.
  • Flexibility to adjust work hours to meet departmental needs.
  • Capability to create, update, and edit premium partnership proposals and contracts.

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