Guest & Member Relations - Premium Account Executive

Tampa Bay Buccaneers•Tampa, FL

10d•Onsite

About The Position

The Guest & Member Relations Premium Account Executive is responsible for providing exceptional, relationship-based service to Club & Premium Season Pass Members and managing a dedicated book of business and contributing to retention, revenue generation, and member satisfaction. The Associate executes the department’s retention, engagement, and service strategies through proactive outreach, personalized communication, and high-quality support across all membership touchpoints.

Requirements

Strong written and verbal communication skills
Active listening and interpersonal awareness
Effective time and resource management
Ability to prioritize tasks and meet deadlines
Strong organizational and follow-up skills
Ability to understand and meet customer needs
Strong service orientation and relationship-building skills
Conflict resolution and issue management
Openness to feedback and continuous improvement
Willingness to learn new systems or technologies
Flexibility in a fast-paced, changing environment
Strong attention to detail and accuracy
Team-focused attitude with a professional and positive demeanor.
Strong work ethic and flexibility to work evenings, weekends, and holidays as needed.
Proven experience using relationship based selling skills over the phone, through writing, and in-person communication channels with premium level clients
A Bachelor's Degree or commensurate work experience
Three or more years of customer service and/or retention experience
Proficient with computers and standard office software
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) or comparable tools
Skilled in preparing reports, spreadsheets, and presentations
Experience using collaboration platforms such as Teams, Zoom, or similar
Comfortable learning and navigating new systems or applications

Nice To Haves

Experience using Archtics ticketing system and Salesforce CRM preferred

Responsibilities

Deliver exceptional, personalized service to Premium Members to strengthen loyalty, satisfaction, and long-term retention.
Manage a dedicated book of business of premium clients, maintaining consistent communication through outbound/inbound calls, emails, meetings, and in-person interactions.
Serve as the primary point of contact for assigned members, assisting with account needs including relocations, mobile ticketing, Krewe Card issues, payments, and benefit fulfillment.
Provide exceptional assistance and create a seamless experience for Premium all-inclusive guests by addressing inquiries, resolving concerns, and meeting service needs during all Premium stadium events.
Manage Premium contracts and Premium member initiatives, ensuring accurate fulfillment, timely delivery, and alignment with program standards to strengthen Premium membership value and satisfaction.
Drive renewals, referrals, add-ons, and upgrades by identifying member needs and proactively offering solutions or additional inventory.
Execute targeted outreach campaigns—including cancellations, past-due accounts, survey follow-ups, event invitations, and renewal likelihood outreach.
Support departmental revenue goals by utilizing relationship-building skills and understanding member preferences, usage, and account history.
Actively assist and manage special projects and member initiatives, ensuring accurate fulfillment, timely delivery, and alignment with program standards to strengthen membership value and satisfaction.
Maintain accurate and updated member information in CRM and ticketing systems, including account notes, payment updates, transfer requests, and ticketing resolutions.
Process account-related transactions such as payments, relocations, seat changes, and service adjustments with accuracy and efficiency.
Assist with billing questions, payment plan information, and compliance follow-up as directed by leadership.
Serve as a frontline representative at all premium member-facing events including gamedays, Draft Party, Training Camp, autograph sessions, facility tours, exclusive experiences and all stadium events.
Assist in the execution of member presales and on-sales such as annual relocations, playoff presale windows, training camp access, draft party ticketing, and Krewe Perk Selection.
Provide onsite support to ensure smooth event operations and an exceptional member experience.
Partner with internal teams—including Ticket Operations, Marketing, Premium, Finance, and Game Day Operations—to ensure accurate and timely delivery of member benefits, communications, and experiences.
Share trends, member feedback, and operational issues with the Manager to support process improvement and departmental efficiency.