Director, Premium Service

Ilitch Sports + Entertainment•Detroit, MI

21d

About The Position

Amaze, Inspire, Unite Job Summary: The Director, Premium Service will serve as the leader of the Premium Service team for the Detroit Red Wings and Detroit Tigers, as well as concerts and events at Little Caesars Arena. This position will be responsible for implementing and overseeing retention and renewal campaigns, identifying and creating new business opportunities, and leading relationships with key internal departments. This role is integral to managing the Premium Service team for the Detroit Red Wings and Tigers, continuing to guide these teams while upholding best practices in member engagement with key stakeholders for suite and club seating. Responsibilities include ensuring all accounts remain compliant with annual payment plans, proactively resolving member issues, and identifying opportunities for team members to support clients through cross-selling at both Comerica Park and Little Caesars Arena. This role is also integral to fostering strong collaboration with the Managers of Membership Service for both teams, as well as with interdepartmental leaders, to ensure alignment and consistency across service initiatives. Additionally, it requires incorporating industry best practices, maintaining accurate and up-to-date account records, and overseeing contract compliance and renewal readiness.

Requirements

Minimum 4+ years of sales/service management experience professional or collegiate sports (or related industry) is required.
Strong written and verbal communication skills required.
Strong organizational skills, time management skills and attention to detail required.
Excellent ability to establish rapport with others and ability to build strong interpersonal relationships.
Problem solver, detail driven, and an extraordinary teammate.
Candidate should be competitive, professional, and intrinsically motivated.
Ability to work flexible hours including nights, weekends, and holidays.

Nice To Haves

Computer skills: experience with Microsoft Office (Word, Excel, Power Point, Outlook) is preferred.
Knowledge of Microsoft Dynamics, ProVenue and Archtics is preferred.

Responsibilities

Lead Premium Service team to meet and exceed determined revenue goals tied to hospitality spaces, single game groups, and season sales.
Build and maintain strong relationships with account base, achieving maximum renewal results and generating additional revenue
Generate a touchpoint strategy for assigned clients, “face-to-face” or virtual meetings to enhance the level of customer care.
Collaborate with sales executives to generate new sales leads.
Manage premium agreements and corresponding invoices, including providing updates to contracts, account information and invoices as needed.
Collaborate and communicate effectively with fellow ticketing leaders to ensure alignment across the ticketing team.
Setting high standards for excellence and holding team accountable to weekly and monthly goals.
Conducting one-on-ones with the Premium Service team to identify issues, help troubleshoot and build a relationship with the goal of helping them perform at the highest level
Assist with regularly scheduled sales training related to the retention area of the business.
Hire, develop, evaluate, and coach a team of Premium Services executives, ensuring sufficient staffing and leadership development.
Contribute positively to the ticketing team culture by developing mutually beneficial working relationships with all team members.
Manage timesheets, schedules, and performance feedback for all direct reports.
Work closely with Sr. Director of Premium + Membership Services to ensure that our new business and retention strategies align.