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Job listing closed on 14 Apr 2024
30 Mar 2024

Coordinator, Premium Experience

🇺🇸 Eagan, MN, USA
Full Time
2+ years exp.

Our mission at the Minnesota Vikings is to Advance the Vikings legacy through the passionate pursuit of excellence.

We strive to achieve, we put the team first, we seek to learn, we exhibit high character, and we are committed to a diverse, equitable and inclusive environment.

SUMMARY: High-level and detailed premium customer service position dedicated to assisting the Premium Experience and Operations team in creating, strategizing, and executing memorable experiences for premium clients. Heavy emphasis will be placed on attention to detail in every aspect of gameday and the annual premium calendar to deliver on the SKOL service standards set by the organization. This role will focus on using CRM tools, member data and touchpoint campaigns to increase their members’ experience, engagement, loyalty, satisfaction, and retention rates using data and applied strategy. The position reports to the Director of Premium Experience and Operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES (include but are not limited to):

  • Entertain and develop intimate relationships with clients through creative means, identifying areas for increased engagement and loyalty and executing new initiatives.
  • Contribute to premium renewal processes, including ideation sessions, building programs, and engaging in strategic planning and execution of exclusive premium year-long experiences and initiatives to align with member’s core objectives.
  • Propose creative ideas to the team that will enhance the Premium Membership platform, including developing new benefit programs, special events and ways to exceed clients’ expectations.
  • Ensure an exceptional experience for all ticketed guests during gamedays and other team events in working ticket resolution, overseeing member experiences, ownership of game day premium staff program and managing SKOL service standards in premium spaces.
  • Work directly with service providers and team partners (ASM Global, Aramark, Fanatics, etc.) to maintain superior service levels to premium accounts.
  • Accurately enter all suite information and touchpoints for assigned clients into the CRM system for reporting, fulfillment tracking and account management purposes.
  • Work closely with the larger internal Marketing team on the strategy, planning, analysis, and execution of key premium service projects and campaigns, including custom insights for premium members and increased guest experience and engagement.
  • Serve as the lead on premium research and measurement initiatives across the Premium team, proactively identifying exclusive and unique opportunities and customized service initiatives for current and future members.
  • Assist in the acquisition and utilization of client-related data to develop strategies for enhancing the client experience through CRM.

The Ideal candidate will possess the following qualifications:

  • Experience in hospitality, guest services and/or operations.
  • A team player with the ability to manage a variety of projects and a large workload
  • Experience cultivating and maintaining client accounts and relationships
  • Experience in using Microsoft Office Suite
  • Ability to create succinct messages using correct grammar and appropriate medium
  • Excellent interpersonal skills, ability to articulate ideas and use active listening skills

Strong commitment to diversity, equity, and inclusion, and proven ability to work effectively with a diverse group of employees and partners.

CONFIDENTIALITY REQUIREMENTS: This position may require the individual to have access to confidential records and information. To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.

PHYSICAL DEMANDS: The physical demands 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.

  • Ability to perform physical tasks such as lifting and moving boxes etc.
  • The ability to stand or walk for long periods of time
  • The ability to sit at a desk for long periods of time
  • Game days will require the candidate to navigate the stadium, premium locations, etc.
  • The ability to work a flexible working schedule

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Excessive noise, continuous
  • Prolonged standing and/or walking
  • Occasional lifting of heavy boxes
  • Fast-paced environment in collaborative office setting

OUR DEI Commitment:

The Minnesota Vikings are committed to creating and sustaining a culture for you. Whoever you are, we are an organization that embraces and empowers people of all backgrounds and experiences and incorporate diversity, equity, and inclusion into the foundation of everything we do. We are proud to have a culture that empowers our people to harness their uniqueness to develop their full potential as a contributor to the success of the organization and the communities we serve. The Minnesota Vikings are an equal opportunity employer, and we continue to commit to creating equitable opportunities by ensuring that our place can be anyone’s place.