Director of Premium Experience

Indianapolis, IN, United States

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The Director of Premium Experience is a key leadership position on the Pacers Sports & Entertainment ticket sales and service team. This position will work across the Indiana Pacers, Indiana Fever, and Gainbridge Fieldhouse. They will hire, manage, mentor, and train a premium service team focused on developing relationships and creating experiences that drive customer retention and loyalty among Gainbridge Fieldhouse Suite, Veranda, and Lexus Loft lease clients, as well as Pacers and Fever club season ticket holders. This role will is responsible for the programming of premium spaces and will develop both short- and long-term action plans to continually enhance the premium experience at Gainbridge Fieldhouse.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Develop and deliver customized programs, benefits, events, and communication plans that drive satisfaction and loyalty.

Plan and lead fulfillment of all contractual benefits for lease holder clients while managing expectations and delivering exceptional and thoughtful experiences.

Lead the renewal process of contractual products, including suites, loge boxes, theater boxes, verandas in addition to premium club hospitality and operations.

Oversee the food and beverage menu planning, event day execution, and operations for all premium areas, including clubs, suites, and inclusive spaces.

Improve year-over-year retention and achieve renewal revenue goals.

Lead, train, mentor, and empower a team of premium experience managers and part-time premium ambassadors.

Encourage sales and revenue growth through relationship selling and referral business.

Manage annual department budget, develop strategies, implement a 365-touch-point plan, and provide regular forecasting reports to executive management.

Collaborate with the Director of Premium Sales and the premium sales managers to successfully onboard new premium clients.

Use Archtics, Salesforce CRM, and other software tools for ticket inventory, contract management, invoicing, client profiles, and touch-point activity.

Develop and maintain positive working relationships with all vendors and building partners, including internal and external departments.

Lead event planning efforts for department, including appreciation events, client engagement, networking, meet-and-greets, autograph sessions, etc.

Guide the gifting strategy for premium clientele.

Establish and manage the premium service standards and operational protocols for suites, lofts, verandas, and clubs.

Provide insights on the changing preferences and demographics of our premium clients by analyzing data and survey results.

Anticipate and resolve guest complaints, requests, and inquiries; handle difficult fans and situations in a calm and professional manner.

Other duties as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Bachelor's degree (B.A.) from a four-year college or university preferred.

3-5 years of successful premium service experience in the sports & entertainment industry.

Effective leadership and people skills with a successful history of leading others.

Proven track record of hiring and developing top talent with hands-on training and mentoring, strong listening skills, and an ability to establish and maintain a collaborative environment.

Detail oriented with a demonstrated customer service mentality and excellent follow through.

Excellent communication skills with all levels of the organization (internally and externally) and must be effective at presenting.

Possess a willingness to work long hours, evenings, weekends, and holidays.

Language Skills:

Ability to communicate effectively (oral and written) with all types of clients, co-workers, and the general public, as well as in stressful situations and when working under rigid timelines.

Mathematical Skills:

Knowledge to apply mathematical operations to such tasks as analyzing costs and figuring statistics.

Reasoning Ability:

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.

Problem Solving Requirements:

Employee must make independent decisions pertaining to leading and servicing employees, clients, and prospects.

PHYSICAL AND ENVIRONMENTAL DEMANDS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a telephone, speak, hear, write, and lift up to 10 pounds.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in the Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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