Job Description
Position: Manager - Premium Services CLTFC
Department: Ticket Office - Sales
Reporting Relationship: Reports to Head of Premium Partnerships
Status: Full-Time (Exempt)
About Charlotte FC
Charlotte Football Club is the Major League Soccer Club in the Carolinas. The Club’s mission is to be a unifying force that is bigger than one city and encourage a sense of belonging through a progressive, collective, and ambitious approach that guides efforts on and off the pitch. CLTFC is committed to driving growth through the sport and community outreach. Charlotte FC is owned by David Tepper and is a part of Tepper Sports & Entertainment, which also includes Bank of America Stadium and the Carolina Panthers. For more information, visit CharlotteFootballClub.com.
Position Summary:
Manage the Premium Services activities for full-time staff and seasonal project support service staff to achieve department client satisfaction, retention, and service excellence goals. This includes managing all aspects of premium account services, ensuring a seamless experience for premium members, and supporting organizational projects related to service and client engagement.
Primary Responsibilities:
- Lead the service efforts for all suites and premium seating inventory, focusing on client satisfaction and retention.
- Assist in managing service staff by establishing service targets, developing service programs, and aligning efforts with organizational goals.
- Develop and implement client service strategies to maximize client satisfaction and loyalty.
- Support the service staff in achieving high productivity and professionalism in client interactions.
- Engage in direct client relationship management, setting the tone for the department by contributing to the service experience—be innovative and client-focused.
- Assist with service forecasting activities and setting performance goals accordingly.
- Deliver service presentations to key clients in coordination with service reps.
- Meet with key clients to maintain relationships, ensure satisfaction, and address any service-related issues.
- Sustain a team that consistently achieves high client satisfaction and maintains a high standard of professionalism.
Sales Responsibilities
- Oversee the maintenance of Luxury Suite & Suite Club Membership accounts, ensuring a premium service experience for all clients.
- Develop and implement enhancement programs for current clients to improve retention and service satisfaction.
- Ensure proper maintenance of all premium seating accounts and adherence to current quality standards.
- Assist with game day activities and ensure all premium members have a seamless and exceptional experience.
- Collaborate with Ticket Operations to ensure all accounts are up-to-date on tickets, payments, etc.
Additional Responsibilities:
- Work with all other Departments to improve communication and improve the fan experience
- Work directly with Marketing Team to maximize sales campaigns
- Committed to the support of Department goals and objectives in all areas
- Assist other areas in the Department as needed
- Represent the organization at various organizational networking and/or events in a professional manner
- Involvement in game day activities, promotions, and sales events
- Facilitate special projects as assigned
- Additional related duties as assigned
Qualifications:
- Minimum of 6 years of client service experience at the collegiate or professional level, with at least 2 years in a leadership role.
- Experience with Microsoft Dynamics CRM and Archtics ticketing system a plus
- Must possess excellent communication skills with a focus on motivating and innovating
- Strength in teamwork, professionalism and time management
- Positive and mature attitude with strong leadership skills
- Detail Oriented. Must be able to multi-task without frustration.
- Must be flexible to work evenings and/or weekends.
Essential Functions
- Excellent organizational skills and attention to detail
- Strong verbal and written communication skills with a focus on motivating and innovating
- Works well under pressure while maintaining a positive attitude
- Strong leadership skills
- Must be a team player, reliable, and dependable
- Ability to make sound decisions and exercise independent judgement and discretion with integrity and accountability, while working in a fast-paced, high-demand, and sometimes strenuous environment
- Must maintain complete confidentiality of privileged, and/or sensitive information
- Must, at all times, display the character and values of the Tepper Sports & Entertainment brand
- Must be able to multi-task while managing time successfully
This job responsibility description is a broad overview of the position. This does not limit expected contribution to the organization. Charlotte FC organization is based upon a teamwork type atmosphere.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
About Charlotte FC