Premium Service Executive

1 day ago

Detroit, Michigan, United States AEG Full time
Premium Service Executive Job Summary

The Premium Service Executive is a key role responsible for managing a book of business consisting of Suite and Club Seat Accounts at Comerica Park. This position is primarily focused on renewing, servicing, and cross-selling their book of business, as well as driving new sales. Additional responsibilities include coordinating and managing all premium sales special events.

Key Responsibilities:
  • Builds and maintains relationships with clients through well-executed and effective touch points, leading to high retention rates year over year.
  • Executes direct and indirect communication to ensure client return on investment is exceeded.
  • Identifies new revenue opportunities through effective cross-sell, upsell, referral, and self-prospecting strategy.
  • Establishes and implements a complete service plan for premium seating clients to provide the highest level of guest services, including fulfillment of contracts, ancillary value-added programs, and regular communication schedules for all sports and entertainment.
  • Works with premium sales executives and their current clients to ensure contracts are fulfilled, added value is provided, and exceptional customer service is maintained.
  • Manages client expectations and service needs as the primary contact.
  • Documents information and pictures from the year to include in suite holder end-of-year recaps.
  • Assists with walk-throughs of the premium seating areas to ensure a quality product for all clients.
  • Develops and executes promotions such as player visits, hospitality, exclusive events related to premium seat client requests.
  • Manages and tracks hard and soft costs associated with each assigned account and provides a year-end cost analysis.
  • Oversees the execution of ancillary benefits such as pre-sales of tickets to all events, held in the building, special events, in-game requests, and non-game day access.
  • Assists with all sports and entertainment fulfillment.
  • Plans and executes monthly suite theme nights/gifts.
  • Implements and fulfills individual game ticket requests.
  • Acts as a premium seating contact during events and ensures client questions, requests, logistics, complaints are resolved quickly and effectively.
  • Manages the relationship with the Hospitality Department to ensure the entire experience of the suite holder is first-rate.
  • Manages and coordinates repair, maintenance schedules, and monthly checks for suite accounts.
  • Works with the Premium Sales Executive to develop a renewal plan for assigned accounts in their final year.
  • Assists clients in answering food and beverage-related questions, handling special catering requests, and planning of special occasions (birthdays, anniversaries, etc.).
Required Knowledge, Skills, and Abilities:
  • Bachelor's degree in Business, Marketing, Communications, or a related area.
  • Minimum (3) years of progressively responsible and relevant experience in sales and customer service.
  • Possesses the highest integrity and ethical standards.
  • Demonstrated capability to interface and maintain effective relationships with all departments and employees in a team-oriented environment.
  • Ability to keep accurate and detailed records.
  • Must be self-directed and goal-oriented.
  • Ability to provide exceptional customer service.
  • Must possess knowledge of all Microsoft applications such as Word, Excel, and PowerPoint.
  • Must be able to work days, nights, weekends, and holidays.
Working Conditions:
  • Frequent visual/auditory attention.
  • Exposure to high noise levels.
  • Irregular and extended hours including nights, weekends, and holidays.

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