Director Of Premium Service

This is a Full Time Job

As employees of the Portland Trail Blazers at the Rose Quarter, we bring people together to create extraordinary moments and lasting memories through the power of sports and entertainment.

To support our mission, we are looking for a Director of Premium Service you will differentiate our level of service and the experience for our premium ticket holders including courtside, club seats, luxury suite, and package buyers. You will build and maintain a focus on continuous revenue generation through high renewal rates, customer referrals and upsells. You will also direct your team with the capacity and a real passion for delivering service that is personal, creative, timely, and exceeds client expectations.

You will be responsible for:
• Driving the achievement of departmental annual renewal goals for courtside seats, club seats and luxury suite.
• Mentoring a team that champions personal relationships and individualized connections with each of our premium customers.
• Supporting the team in the development of individual service and renewal plans for each suite licensee and Legends customer.
• Guiding service team through seasonal highs and lows through dissemination of information, training sessions and daily mentorship.
• Collaborating with team staff and cross-functional partners in the design of premium services plans that build value for our customers beyond access to games. Plans should include an emphasis on how we engage and what we can tangibly offer.
• Working with team members to ensure each suite client maximizes the usage of their suite asset.
• Establishing a customer service standard for part-time game night staff and then training and recruiting to those standards.
• Driving the creation, planning, and execution of premium seating off-site retention experiences in addition to supporting new initiatives.
• Collaborating with internal teams to identify potential data to leverage in amplifying the service delivery, support acquisition and utilization of such data.
• Acting as backup for customer issues and complaints that escalate beyond Service Managers.
• Working with Premium Seating Specialist to ensure department stays within specified budget.
• Having a thorough knowledge of CRM and ticketing systems while adhering to internal protocol for usage.
• Using internal reporting and tracking systems to hold team accountable to established performance metrics.

You are qualified if:
• You hold a Bachelor's degree from a four year college or university, or training and/or equivalent combination of education or experience.
• You have 5-8 years of experience in team sport activation or related premium service - within a major sport's team preferred. 
• You possess the ability to see the ''big picture'' while crafting and executing strategic business plans.
• You have outstanding communication skills and can effectively handle conflict management.
• You establish rapport with others and build strong interpersonal relationships.
• You are a confident presenter and able to influence at all levels both internally and externally. 
• You are able to work a flexible schedule which could include evenings and weekends.

If you have strong customer service experience with premium level clients, then take the next step and apply for our Director of Premium Services role!

Final offers of employment will be contingent on a successful background check after a conditional offer is made.

We are an equal opportunity employer committed to being champions of diversity in our organization and community.

Job Questions:
• How did you hear about this job?
• Why are you interested in this position?
• We want to make sure this position is a great match for you and our organization. What is your salary expectation for this position?