Senior Client Experience Lead - Premium Client Experience

TKO•Los Angeles, CA

19h

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, personalized experience from purchase and onboarding through on-site events and post-event follow-up. Reporting to the Senior Manager, Premium Client Experience, the position combines proactive account management, relationship development, and hands-on operational delivery. The role serves as a key contact for an assigned client portfolio, coordinating requirements and communications, overseeing fulfillment, and working with internal teams and external partners to deliver premium experiences. The role provides hands-on client support during the LA28 Olympic and Paralympic Games and Super Bowl events, including managing live requests and issues and coordinating timely resolutions. It also maintains client information and fulfillment tracking in approved CRM and operational systems, supports event readiness and post-event feedback, and contributes to reporting, process improvements, and consistent service standards. Work is flexible during event periods and may include evenings, weekends, and extended hours.

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, organization, and attention to detail.
A 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.

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 and act as a trusted, consistent point of contact.
Understand clients’ individual 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 the LA28 Olympic and Paralympic Games and Super Bowl events.
Where required, act as the on-site contact for premium and suite clients, own live requests and issues, coordinate resolutions, and escalate where appropriate.
Support event readiness, site visits where 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 fulfillment activities to ensure accounts are event-ready.
Coordinate with Sales, Premium Client Experience, Operations, and other internal teams to support client delivery.
Ensure client commitments are clearly communicated and aligned with agreed products, inclusions, and operational capabilities.
Contribute to reporting, process improvements, and consistent service standards across the premium client portfolio.