What are the responsibilities and job description for the Premium Service Manager position at Seattle Seahawks / First & Goal Inc.?
Job Title: Premium Service Manager
Department: Suites and Premium
Reports To: Director of Premium Service
FLSA Status: Exempt
SUMMARY
Position requires a premium service-oriented individual who is passionate about providing exceptional service and leads with a forward thinking and positive can-do attitude. This position will be responsible for developing and initiating a service plan for premium tickets holders while strengthening relationships with all Seahawks premium clients. This position will be responsible for meeting retention goals and finding upsell opportunities through the premium database.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Strong communication skills to both internal constituents and external clients is required. Individual must be able to express their ideas clearly both orally and in writing.
MATHEMATICAL SKILLS
Basic understanding of budget figures
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.
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 with disabilities to perform the essential functions.
Department: Suites and Premium
Reports To: Director of Premium Service
FLSA Status: Exempt
SUMMARY
Position requires a premium service-oriented individual who is passionate about providing exceptional service and leads with a forward thinking and positive can-do attitude. This position will be responsible for developing and initiating a service plan for premium tickets holders while strengthening relationships with all Seahawks premium clients. This position will be responsible for meeting retention goals and finding upsell opportunities through the premium database.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Oversee the service strategy for 2,800 Club, Reserve Club, Field Seat, Tunnel Club and The 1976 Club accounts focusing on overall satisfaction and retention
- Manage inbound day to day customer communication and provide necessary solutions for customer service resolutions for premium club accounts including Reserve Club, Field Seat, Tunnel Club and The 1976 Club accounts
- Work with Director of Premium Service and Director of Ticket Sales and Service on renewal and relocation campaigns providing valuable insight on behalf of the premium audience
- Maintain exceptional CRM records tracking communication and hospitality touchpoints, sales tendencies and customer profiles. Collaborate with Marketing on best practices for communication and engagement
- Lead Field Seat and Tunnel Club communication and relationship with full season buyers to identify upsell opportunities where possible
- Collaborate with Business Intelligence to develop dashboards, call campaigns and hospitality tracking to help with strategic planning
- Launch T-Mobile Endzone and The 1976 Club with elevated gifting, experiences and catering execution for an exceptional new premium experience at Lumen Field
- Develop and maintain club membership program, identifying assets that will increase the value of membership
- Continuously engage club seat holders on game day with club experience activations that include planning, execution and communication strategies
- Collaborate with departments across the organization to increase opportunities for premium clients including First & Goal Hospitality and First & Goal Inc.
- Generate revenue through upsells, referrals and selling premium products to new or existing customers
- Lead the development and execution of premium, unique, hospitality events and experiences for Premium season ticket holders
- Manage Premium Service Representative, weekly scheduling and guidance to ensure they have complete understanding of the role and are a contributing member of the team
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- Bachelor’s degree from a college or university
- Minimum five years’ experience in sales and customer service
- Strong command of Word, Excel and Archtics programs
Strong communication skills to both internal constituents and external clients is required. Individual must be able to express their ideas clearly both orally and in writing.
MATHEMATICAL SKILLS
Basic understanding of budget figures
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.
- Standing, walking, sitting and working with hands for extended periods of time
- Occasional lifting of more than 10 lbs
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 with disabilities to perform the essential functions.
- Ability to prioritize a multitude of duties, adjusting to constant change and alterations
- Adapt to extended work hours in excess of the standard (40) per week
- Be available for (10) Sundays per year to work Seahawks home games
- Be available for other stadium events to service premium accounts
- Be available for road travel for designated dates
- The salary range for this position is: $70,000 - $80,000. The salary range applies to the current posting. The posted salary range may vary based on key factors including, but not limited to, education, job-related knowledge, experience and skill set.
- We offer excellent benefits, please view here: https://www.seahawks.com/about/employment/benefits
Salary : $70,000 - $80,000
Merchandising Manager, Bellevue Square
N23 Premium Brands Opco LLC -
Bellevue, WA
LN Concerts, Director of Premium Sales and Service
Live Nation -
Seattle, WA
Senior Vendor Manager, Premium Beauty Category
Amazon -
Seattle, WA
