Director, Premium & Guest Experience

MN Vikings Football•Eagan, MN

1d•$105,000 - $115,000•Hybrid

About The Position

The Director of Premium & Guest Experience is responsible for defining and delivering a best-in-class, relationship-driven hospitality strategy across every premium and guest touchpoint. This role sets the vision and drives execution of the end-to-end experience across game day and year-round environments, ensuring a seamless, elevated, and differentiated service and experience at U.S. Bank Stadium and TCO Performance Center. This leader owns the strategy, standards, and outcomes that connect experience design to business impact, including collaboration on retention, renewals, satisfaction, revenue growth, and League performance metrics. They bring a clear point of view on what exceptional looks like and translate that vision into scalable systems, consistent execution, and measurable results. With strong business acumen and a focus on relationship management, this role aligns cross-functional teams, elevates service culture, and builds the capabilities needed to deliver at a high level consistently. They anticipate evolving guest expectations and industry trends, ensuring the organization stays ahead while maintaining operational excellence. Equally important, this leader develops and inspires a high-performing team, establishing clear expectations, accountability, and a culture grounded in continuous improvement and ownership. This role defines what “first, best, only” looks like in premium and guest experience and hospitality.

Requirements

8+ years of experience in hospitality, luxury, premium experiences, or a related field, with a track record of delivering in high-expectation, service-driven environments
Proven ability to lead and scale high-performing, guest-obsessed teams, setting a high bar for accountability, ownership, and continuous improvement
Experience designing and executing end-to-end experience strategies, including service standards, engagement models, and multi-touchpoint journeys
Strong business acumen, with a demonstrated ability to connect experience to measurable outcomes including retention, renewals, revenue growth, and guest satisfaction
Advanced analytical and problem-solving skills, with the ability to leverage data, CRM platforms (i.e. KORE), project management software (i.e. Wrike), and insights to inform strategy and drive decisions
Proven success influencing and aligning senior stakeholders, with exceptional communication and relationship leadership skills
Experience leading across functions and navigating complex environments, partnering effectively across operations, events, partnerships, and leadership teams
Demonstrated ownership of budgets and resource allocation, with the ability to prioritize investment and balance performance, risk, and long-term value
Experience prioritizing effectively and maintaining strong service standards in dynamic, high-volume environments

Responsibilities

Lead, coach, and develop a high-performing Premium and Guest Experience team, establishing clear goals, accountability, and ownership while building capabilities in experience design, service excellence, relationship management, and leadership.
Define and evolve the end-to-end premium and guest experience strategy, aligning efforts with organizational priorities and driving outcomes across retention, renewals, revenue growth, guest satisfaction, and League rankings.
Lead the strategy and execution of the premium client and guest journey from pre-event through post-event engagement, ensuring experiences are intentional, scalable, and consistently delivered at a high standard year-round.
Develop differentiated engagement strategies across client tiers to strengthen relationships, increase satisfaction, and maximize long-term value.
Define and operationalize service standards, training programs, performance metrics, and feedback systems that foster a culture of service excellence and continuous improvement.
Partner with internal departments, stadium partners, and vendors to drive alignment, influence decision-making, and deliver seamless execution across all premium and guest experience touchpoints.
Establish and monitor key performance indicators (KPIs), leverage data and insights to inform strategic decisions, and manage budgets to ensure achievement of business objectives and efficient resource allocation.
Oversee readiness and execution across game days and year-round events, ensuring premium spaces, staffing, training, and service delivery consistently meet established standards.
Stay ahead of industry trends, identify opportunities to enhance the guest experience, and leverage technology, CRM platforms, and analytics tools to improve effectiveness and efficiency.
Represent the organization at games, special events, industry conferences, and client engagements while supporting sales initiatives, strategic planning, and executive alignment to drive organizational growth and business success.