Premium Service Manager

Position Overview:

Built upon our storied legacy, we win on and off the field by intentionally uniting our players, alumni, teammates, and guests. We strive to create meaningful relationships and deliver a world class experience in all interactions. It is our shared responsibility to ensure that the greatness of the Raiders is in its future.

The Premium Service Manager will be responsible for delivering a superior level of service to the Las Vegas Raiders Las Vegas Raiders Season Ticket Member’s (STM). The Premium Service Manager should be professional, customer service-oriented, well organized and positive.

Essential Job Functions

• The position will be focused on servicing and retaining a dedicated group of Season Ticket Member accounts through touchpoints, agreement execution, exceptional customer service and hospitality
• Produce and execute annual payment invoicing and collections and work diligently toward retention rate each year
• Deliver monthly touchpoints to STM Members via email, phone or written communications to ensure a quality year-round experience
• Provide prompt and professional communication to STM Owners and internal staff
• Maintain accounts, contracts and notes in CRM/Salesforce
• Uphold positive relationships and customer confidentiality
• Provide support for any inbound service-related calls from STM owners
• Provide recommendations to the Director of Premium Service on retention, collection, event and game day strategies
• Participate and contribute to Premium Service team meetings and communication sessions
• Communicate and report to management team on all ticketing issues while assisting to achieve overall department goals
• Review STM payment activities and assist in proactive payment plan strategies
• Contribute positively to the “Team First” environment while offering support to all team and department members
• Work with leadership to execute events such as Draft Party, Training Camp and other inaugural season stadium events
• Oversee all communications with clients, such as:

1. Invitations to events such as the Draft Party and Training Camp
2. Invitations to stadium events
3. Pre-game touchpoints to ensure clients are ready for gameday
4. Post-game touchpoints

• All other duties as assigned

Qualifications:

• Bachelor’s degree in Business, Hospitality, Marketing or related field required
• Minimum of 3 years of relevant experience in sports/entertainment hospitality, events, or marketing
• Prior sports sales/service/hospitality industry or equivalent experience is required
• Candidate should possess strong, team-oriented work ethic and a positive, “Service-First” attitude
• Excellent interpersonal, verbal and written communication skills with the ability to communicate effectively at all levels
• Candidate should possess excellent time management and organizational skills
• Candidate should work well within a team environment, helping and support to team members
• Previous working experience with CRM/Salesforce and TicketMaster Archtics is a plus
• Able to work flexible hours (including evenings, weekends, and holidays)
• Work non-traditional hours and attend and work Raider and 3rd party events
• Fulfill gameday responsibilities set forth by leadership team
• Ability to work extended hours and flexible schedule including nights and weekends as needed

Physical Aspects of Position (includes but are not limited to):

• Sitting for long periods of time throughout shift
• Occasional lifting and carrying up to 25lbs
• Occasional walking, standing, bending, kneeling, pushing, and pulling

The Las Vegas Raiders provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.