Senior Client Experience Lead - Premium Client Experience

TKO•Los Angeles, CA

1d•$60,750 - $81,000

About The Position

The Senior Client Experience Lead, Premium Client Experience manages relationships with LA28 Olympic and Paralympic Games and Super Bowl suite clients, delivering a seamless, personalised experience from purchase and onboarding through on-site events and post-event follow-up. Reporting to the Senior Manager, Premium Client Experience, the role combines proactive account management, client relationship development and hands-on operational delivery. The lead serves as the primary contact for an assigned portfolio, coordinating client requirements and communications, overseeing fulfilment, and collaborating with internal teams and external partners to deliver premium experiences. The position provides hands-on client-facing support during the LA28 Games and Super Bowl events, including ownership of live requests and issues, event readiness, briefings and pre-event checks. It also maintains accurate records in approved CRM and operational systems, tracks requirements and fulfilment, coordinates across Sales, Premium Client Experience and Operations, and contributes to reporting, process improvement and consistent service standards. Work during event periods may include extended hours, evenings and weekends.

Requirements

Experience in account management, client services, customer relationship management or a similar client-facing role.
Strong relationship management skills and the ability to manage multiple clients and competing priorities.
Excellent communication, organisation and attention to detail.
Proactive approach to client ownership, problem-solving and stakeholder coordination.
Confidence using CRM, ticketing or client management systems.
Ability to manage client expectations and resolve issues professionally under pressure.
Willingness to provide hands-on support at live events, including extended hours and weekends.
Client-focused, polished and service-oriented.
Proactive, dependable and comfortable taking ownership.
Discreet and trusted when handling confidential or sensitive information.
Flexible and resilient, with the ability to remain composed in a live event environment.
Collaborative and willing to support the wider team.
Curious and improvement-minded, with a practical approach to solving problems.
Able to balance high-touch personal service with accurate administration and process discipline.

Nice To Haves

Experience supporting VIP, corporate hospitality, premium suite or high-net-worth clients.
Background in sports, entertainment, luxury hospitality or major events.
Experience coordinating ticketing, hospitality, accreditation, transport or venue operations.

Responsibilities

Manage day-to-day relationships with an assigned portfolio of premium suite clients as a trusted, consistent point of contact.
Understand client requirements, preferences and expectations and build strong relationships.
Oversee the client journey from onboarding through event delivery and post-event follow-up.
Manage client communications, enquiries, requests and outstanding actions, ensuring timely resolution.
Coordinate hospitality and suite requirements, ticketing, guest information and other client deliverables.
Anticipate client needs, manage expectations and resolve issues with relevant functional areas.
Support client satisfaction and relationship development through proactive, high-quality support.
Provide hands-on, client-facing support during LA28 Olympic and Paralympic Games and Super Bowl events.
Serve as the on-site contact for premium and suite clients when required, resolving live requests and issues and escalating when appropriate.
Support event readiness, site visits when required, operational briefings and pre-event checks.
Gather client feedback and manage post-event follow-up to support continuous improvement.
Work flexibly during event periods, including evenings and weekends as required.
Maintain accurate client account records, preferences, communications and outstanding actions in approved CRM and operational systems.
Track client requirements, deadlines and fulfilment activities to ensure accounts are event-ready.
Coordinate with Sales, Premium Client Experience, Operations and other internal teams to support client delivery.
Communicate client commitments clearly and align them with agreed products, inclusions and operational capabilities.
Contribute to reporting, process improvements and consistent service standards across the premium client portfolio.