Director, Premium Service

Milwaukee Bucks, LLC. • Milwaukee, WI

8d • Onsite

About The Position

The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.

The Director of Premium Service will report directly to the Senior Director of Premium Business and will oversee all service and retention efforts related to courtside seating, club seating and suite sales for the Milwaukee Bucks in coordination with Fiserv Forum and the Bucks Corporate Partnerships team. This position is responsible for training, mentoring, motivating and coaching a premium service staff while monitoring progress towards achieving department goals. This role will be responsible for developing and implementing a premium service and retention plan designed to meet or exceed the annual departmental sales goals set forth by senior management.

Requirements

• Proven success in prior Premium Sales/Service role(s)
• Proven experience managing sales/service campaigns and lead sourcing
• High proficiency in both written and verbal communications (public speaking and presentation)
• Excellent relationship building and interpersonal skills
• Assertive, persistent, process and results oriented
• Strong time management organization and analytical skills
• Strong work ethic and high personal accountability
• Ability to be flexible, prioritize and manage multiple tasks/projects and staff needs
• Able to work flexible hours based on changing priorities including evenings, weekends and holidays
• Ability to work well under pressure
• Bachelor’s Degree required
• Minimum 2 years Premium Sales/Service experience in a ticket sales, service or related field

Responsibilities

• Manage overall campaign strategy for premium renewal products in coordination with the Senior Director of Premium Business and the marketing department
• Strategize, develop, and manage the execution of all premium service platforms including, but not limited to, benefits, access, private events, contract extensions, and payment processing
• Manage employees on the Premium Service team, as delegated by the Senior Director of Premium Business
• Assist in the overall direction, coordination, and evaluation of the Premium Service team
• Provide overall leadership for premium service initiatives to meet and exceed all revenue goals as developed by Senior Management
• Develop and manage the Premium Service department budget and expenses; pipeline management; sales and renewal incentives; and staff training
• Manage the overall adoption and use of the CRM database to ensure the integrity of the information and run regular reports for senior management to give real time updates on sales and revenue projections
• Manage the overall maintenance to ensure quality of information and to keep account data current in Archtics database, CRM & other platforms as needed
• Leverage technology to drive data-driven insights to prospective and existing partners
• Pioneer the future of Premium seating at Fiserv Forum by actively seeking innovative partnership opportunities and staying current on industry trends
• Participate in events, promotions, client entertainment and other activities as required
• Develop, lead, and manage recurring client touch-point programs
• Provides problem solving and conflict resolution for Premium Service team as well as client related matters
• Other responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving issues and attending sales meetings with sales team members

Benefits

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
• 401K with company match
• Pet Insurance
• 12 weeks of paid time off for parents to welcome newborns, adopted and foster children
• Unlimited PTO
• Professional Development through our internal learning & development program – Antler Academy
• Employee Resource Groups
• Milwaukee Bucks and NBA League Discounts
• Company Paid Parking and Phone Allowance

What This Job Offers

• Job Type: Full-time
• Career Level: Director