Manager of Premier Service

This is a Full Time Job

JOB TITLE: Manager, Premier Service

DEPARTMENT: Ticket Service

ORGANIZATION: Chicago Cubs

REPORTS TO: Director, Ticket Service

FLSA STATUS: Exempt

HOW YOU'LL CONTRIBUTE

The Manager of Premier Service will be responsible for managing the team responsible for providing best-in-class service for our Premier Clients (American Airlines 1914 Club, Maker's Mark Barrel Room, James Hardie Catalina Club, The W Club powered by Gordon Flesch, eero Club, Suite Holders). As part of this role, the Manager of Premier Service builds strong client relations while also developing and implementing a strategic plan to maintain and grow the Club and Suite business for the Chicago Cubs.

THE DAY-TO-DAY:
• Build and maintain strong relationships with all Premier Clients
• Drive Premier revenue growth through renewals, extensions, and upselling opportunities
• Coach, support, and develop clear performance goals for Premier Service Account Executives
• Develop a service delivery plan including a menu of special events, benefits, gifting, and touchpoints for all Premier Clients
• Conduct club and suite-level visits during home games to ensure service delivery is exceptional
• Communicate with the event security team and Ballpark Operations team to identify efficiencies to improve the guest experience and make sure all necessary information is being shared across teams
• Work with the Levy staff to ensure all Food & Beverage deliverables are being executed flawlessly for our guests and to share guest feedback
• Collaborate cross-functionally with internal stakeholders, including Communications, Integrated Marketing Communications, Marketing, and Ballpark Operations, to prepare collateral for Premier Season Ticket Holders regarding all events being held at Wrigley Field
• Maintain internal CRM tool to log all interactions with Premier Clients and keep all relevant information up to date
• Develop and manage a tailored budget relating to Premier Season Ticket Holder objectives and benefits
• Collaborate with internal stakeholders on refresh design and décor recommendations and implementation of approved additions
• Organize weekly meetings with the Premier Service Account Executive team to keep the team updated on progress and identify areas where improvement may be needed
• Take ownership of challenging Premier Client situations with the ability to see hurdles through to resolution

WHAT YOU'LL BRING:
• Bachelor's degree
• 5 – 8 years of relevant work experience
• Highly motivated with a pleasant and upbeat attitude
• Excellent oral and written communication skills and strong attention to detail
• Demonstrated customer service skills
• Demonstrated ability in the areas of communication, time management, and organization
• Demonstrated ability to work well within a team environment
• Ability to work non-standard hours, including nights, weekends, and holidays
• Proven ability to multitask and manage projects on strict deadlines
• Proficiency with Excel and Salesforce CRM
• Ability to anticipate clients' needs and proactively find solutions
• Experience successfully creating and managing budgets

WHAT SETS YOU APART:
• Advanced Degree
• Management of a Premium, Suite, or Premier Services Team at a professional or major college arena, stadium, or ballpark
• Passion for baseball, the Chicago Cubs, Wrigley Field, and its unique history
• Self-starter with leadership skills