Before we get into the specifics of the role, there are a few things we want you to know:
At the Orlando Magic, our approach is to not only learn as much about you as we can, but for you to learn about us. This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical. It isn’t just, “what are we looking for”, but also, “what do we have to offer you” and “are we the right fit for you.” While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.
What we offer you:
- 18 days of personal time off per year + 13 holidays (that is 31 paid days off year!) plus reduced summer work hours (every other Friday off during the off-season, which averages to another 8 days)
- A hybrid work model, casual work attire on non-game days, staff tickets to Magic home games, learning and development opportunities, Employee Resource Groups (ERGs), company sponsored events, volunteer opportunities & outings for every employee
- Fantastic benefits that include: medical, dental, vision, 401(k) with company matching, mental wellness resources, subsidized gym memberships, maternity & paternity leave
- Culture built on Community, Innovation, Legendary and Teamwork!
A quick summary about the role:
The Premium Service Manager is responsible for managing, retaining, and growing relationships with premium partners on the Event level, including ICON Suite and Fields Ultimate Lounge, through personalized account management and delivery of legendary service. You will assist with developing and executing a long-term fan retention, new sales and growth strategies to reach or exceed stated renewal goals for all premium areas.
What the role will do:
Account Management & Retention:
- Support teamwork and cross functional efforts to maximize revenue for the organization through renewals, new sales and extension campaigns across Premium accounts.
- Build and maintain strong relationships with designated account base, achieving maximum renewal results and generating additional revenue, while additionally supporting all premium accounts through team-based relationship development, annual engagement, and benefit fulfillment
- Effectively utilize CRM to achieve account touchpoint goals, including but not limited to the creation of account lists, ad-hoc account analyses, and strategic management of client base, cases/opportunities, and legendary moments associated to accounts.
- Manage all assigned account bases’ contracts, renewals and fulfillment in CRM systems, work with Legal, Finance and CRM teams on accountability and execution.
- Achieve additional revenue throughout the year through (but not limited to) the following: hospitality rental sales, OMYF Wine Auction and Golf Tournament Sales, full season, partial plan and group ticket sales, etc.
- Collect payments from assigned account base, working in conjunction with Finance, Legal and Ticket Operations to ensure timely payments, and establish action plans for delinquent accounts. Manage and update leadership on all delinquent accounts and identify future “at-risk” accounts.
Premium Operations & Cross-Functional Responsibilities:
- Aid in development and implementation of the annual Kia Center Premium Services Business Plan and budget.
- Lead training, relationship development and communication to premium Guest Services staff to ensure legendary service to all premium fans during Magic and non-Magic events.
- Work with the Premium Sales, Ticket Sales, Global Partnerships and Client Services departments in ensuring a smooth account transition process from the sales representative to Premium Services team.
- Work closely with Ticket Operations team on all related ticket items, issues or concerns pertaining to Courtside & Ultimate seating.
- Work closely with Business Strategy to perform and review surveys of premium season ticket holders, and to analyze data that assists in annual renewal strategy and likeliness to renew metrics.
- Work with Levy team to offer high-end food services, menu opportunities and a detailed method for food and beverage operation in the Fields Ultimate Lounge and ICON Suite.
- Work as a team to develop an overview & strategies for incoming payments and invoice process for premium accounts. Work with Ticket Operations, Legal and Finance as needed to track incoming payments and account receivable information. Provide updates to management on delinquent accounts, and devise strategies for collecting delinquent revenue.
- Interact with employees and all game and event night customers to assist in the resolution of problems and concerns voiced by fans.
General:
- Work with Fan Experience and Operations and all other game staff to develop and execute improvements to the game day experience for all premium fans.
- All other duties as assigned.
What the role needs to have:
- College degree required: Four-year degree in business, sales, hospitality, communications, marketing, sports or similar field or equivalent experience required.
- Two (2) years of sales and/or retention and upselling experience required.
- Sales experience strongly preferred.
- Archtics and CRM experience strongly preferred.
- Ability to work all Magic home games plus a select number of non-Magic events. This includes the ability to work a flexible schedule including nights and weekends and be on-call as necessary based on the changing priorities of the department.
- Proficient in all Microsoft Office products and other related computer skills required.
Physical requirements
- None
If this opportunity is a job you're passionate about and it fits with your skills and experience, then we welcome you to take the next step and apply!
All offers of employment are contingent on successful completion of our pre-employment screenings, that will include a background check and may include a drug screen.
Please note that this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
The Orlando Magic are not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at the Orlando Magic via-email, the internet or in any form and/or method without a valid written Statement of Work in place for this position from Orlando Magic HR/Recruitment will be deemed the sole property of the Orlando Magic. No fee will be paid in the event the candidate is hired by the Orlando Magic as a result of the referral or through other means.
The Orlando Magic is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you’d like more information about your EEO rights as an applicant under the law, please visit http://www1.eeoc.gov/employers/poster.cfm
