Manager, Premium Service

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. The organization is on the rise and is experiencing success both on and off the ice. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, entering the 2024-2025 season as Stanley Cup Champions. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization is expanding outside of Amerant Bank Arena via the renovation of the FTL War Memorial in downtown Fort Lauderdale. This state-of-the-art ice facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 4,000-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

Job Title: Manager, Premium Service
Department: Ticket Sales & Service
Reports To: Senior Manager, Premium Sales & Service
FLSA: Exempt
Employment Type: Full-Time
Location: Amerant Bank Arena

Job Summary:

The Manager, Premium Service plays an integral role in shaping strategy around premium service for Florida Panthers Hockey and events at Amerant Bank Arena while establishing and growing client relationships. The position will be responsible for daily management of the Premium Service Team as well as implementation and development of processes with a focus on delivering outstanding customer service and retention amongst our customers, creating initiatives that ensure premium members renew at high rates, while motivating team to increase overall customer engagement and satisfaction.

Essential Functions:

• Oversee Premium Service Team day-to-day operations during office hours, Florida Panthers home games, FLA Live Arena Events and Territory Member Events.
• Oversee and lead team to meet and exceed organization retention goals and growth strategy through planning and execution of Member renewal campaign.
• Develop and execute benefits and experiential program for Premium Members to help drive Membership satisfaction and retention.
• Manage, respond, and resolve Premium Territory Member challenges, complaints and requests in a timely manner while providing insights to leadership and service team.
• Develop Member touchpoint programs with effective tracking and coaching programs to ensure Premium Service Team Members are successfully meeting their annual goals.
• Engage with suite owners and their guests to ensure an exceptional experience is delivered while developing and maintaining strong relationships with Members.
• Responsible for recruiting and mentoring a high-performance customer service team.
• Organize ongoing training and development program for Premium Service Team Members
• Develop ideas and plans for generating additional revenue through all sales channels.
• Provide accurate touchpoint and client engagement reports to management in a timely and consistent manner.
• Collaborate with Sanza, Partnerships, Panthers Intelligence, and other applicable departments as needed to ensure organizational alignment, enhance processes, benefits, and drive growth.
• Meet and exceed service levels, service standards and company values.
• Work closely with ticketing leadership team to build a strong culture.
• Maintain a strong knowledge of business and entertainment initiatives.
• Other duties and special projects as assigned.

Qualifications:

• Strong presentation, communication, organization, and time management skills.
• Excellent written and oral communication/interpersonal skills.
• Ability to multi-task and prioritize both important and urgent requests.
• Experience working with all levels within an organization from assistants to CEO’s.
• Experience working with multi-year and contractual agreements.
• Critical thinker, self-driven, motivated, results and solution oriented.
• Strong commitment and passion to building relationships and deliver world class service.
• Strong work ethic and a desire to continue a career in professional sports.
• SeatGeek or Ticketmaster experience is an asset.
• Minimum of 4 years of increasingly responsible experience in customer service and sales, preferably with a sports facility/pro team.
• At least 2 years of management responsibility.
• Live and work by the CATS values – Commitment, Attitude, Trust, and Standards.
• Proven track record of consistently exceeding corporate objectives and expectations.
• Bachelor’s Degree (B.S.) from four-year college or university.

Work Environment

This position works in an arena where the noise level is generally high, crowd traffic is heavy, temperatures are variable – often cold; lights are bright or dark with occasional exposure to flashing lights and pyrotechnics.

Position Type/Expected Hours of Work

This is a Full-Time position. Hours of work are based on event schedule and include nights, weekends and occasional holidays.

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.