Director of Premium Services & Engagement
On-siteCharlotte, North Carolina, United States
Job Summary
Lead the Premium Services & Engagement team in providing best-in-class experiences for suite holders, club seat members, and premium clients across Charlotte Hornets home games and Spectrum Center events. Develop, implement, and optimize engagement and service strategies to enhance client satisfaction, retention, and incremental revenue while managing a team of Premium Account Managers. Directly generate new business from existing and prospective clients by identifying upsell opportunities and supporting new business development efforts. Oversee client touchpoints including renewal campaigns, premium events, gifting, and in-game hospitality to ensure consistency with KPIs. Collaborate with Marketing, Partnerships, Catering, and Game Day Operations to deliver seamless premium activations and analyze CRM data to inform strategic decision-making. Maintain high visibility with top clients to strengthen loyalty and advocacy while supporting the Vice President with reporting, budgeting, and long-term strategy planning.
Required Qualifications
- 7+ years of experience in premium service, ticketing, or hospitality
- at least 3 years in a leadership or management role
- Proven success in developing and executing client retention, engagement and revenue growth strategies
- Strong leadership and team development skills with experience managing high-performing service teams
- Demonstrated ability to build and maintain relationships with high-net-worth clients and corporate partners
- Exceptional interpersonal, communication, and presentation skills with the ability to influence at all levels
- Expertise in CRM platforms, data analysis, and customer engagement technologies
- Strategic thinker with the ability to identify growth opportunities and implement effective service initiatives
- Strong organizational and project management skills with attention to detail, follow-through, and the ability to manage multiple priorities
- Passion for sports, entertainment, and creating memorable client experiences
- Willingness to work evenings, weekends, and holidays to support game and event operations
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