Join the Team.

Who are we hiring?

The Senior Manager Premium Services & Retention will be accountable for overseeing a team of Coordinators responsible for day-to-day support, customer service, event planning, customer retention, service integration and customer engagement for Sphere’s suite license and single event suite rental customers. This position is tasked with ensuring operational efficiency and best-in-class service delivery of client communication for catering orders, ticketing, billing, event execution, issue resolution and retention. This role works in conjunction with Premium Sales &  Venue operations team members to provide broad support for all clients and their guests.

What will you do?

• Directly manage team of Premium Service Coordinators:
  • Responsible for managing work assignments, setting and reviewing performance objectives and development plans.
  • Coach, motivate, mentor and train direct and indirect reports.
  • Develop incentive and recognition opportunities for employees.
• Ensure best-in-class service for suite license and single event suite rental customers, with a focus on client communication, payment processing, distributing tickets, inputting catering orders, facilitating in-suite branding and day-of-event tasks.
• Lead coordination with internal Sphere departments including sales divisions, arena catering staff, building operations, finance and box office when necessary to ensure all client needs are communicated, implemented and resolved in a timely manner.
• Manage event-related catering and other service-related deadlines and guidelines.
• Collaborate with VP Premium Service and VP Premium Hospitality to implement new operational strategies and improved processes.
• Support VP Premium Service and Premium Sales Managers in suite renewal efforts by providing documentation and usage analysis.
• Oversee collection of outstanding receivables and communicate “at risk” clients prior to events occurring.
• Additional projects to support premium sales, events and operations.

What do you need to succeed? 

• Ideal candidate will have 3-5+ years’ experience in high-end client service environment, preferably in a sports, entertainment or hospitality field with a local team or venue. Managerial experience a plus.
• Outstanding leadership, presentation and motivational skills.
• Strength in time management, administrative ability, organization and customer service skills.
• Demonstrated superior professional and interpersonal skills.
• Knowledge of suite/premium sales, service and operations.
• Excellent organizational and multi-tasking skills along with strong written and verbal communication skills.
• Ability to manage overlapping event schedules, activities/functions and priorities.
• Ability to address and solve problems, often under time constraints and competing priorities is imperative.
• Strong knowledge and grasp of Excel, Word, PowerPoint, and Outlook are needed; CRM/Salesforce and Archtics experience a plus.
• Flexibility to work nights, weekends and holidays as needed.

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