Premium Experience Manager
MSG Entertainment - New York, NY

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The Premium Experience Manager will provide exemplary service to 600 plus New York Knicks or New York Rangers Teams' high end season ticket accounts. Included in their portfolio will be managing our most premium and valuable accounts: Madison Club, Delta Club and 1879 Club and NYK Media Table or NYR Goal Judge seats. In addition to maximizing retention, cross/up selling they will be tasked with providing the highest level of service and response for our most premium seat holders. They will also autonomously answer clients’ questions; independently resolve any concerns that may arise while using solid judgment when making significant decisions. Successfully manage, grow and enhance customer satisfaction, while contributing to department wide revenues in excess of $200 million plus annually. Maximize retention and renewal revenues for MSG Teams' franchises via year-round service and relationship-focused efforts to retain, renew and grow existing subscription. Coordinate the implementation of premium retention marketing programs, events and service initiatives. Work in conjunction with Account Executives and Sales Team to present new subscription and premium seating opportunities in new arena. Develop, maintain and manage account contact database records related customer service calls, correspondence and seat visits in addition to other retention-related programs. Foster positive, cooperative internal relationships with departmental co-workers as well as key inter-departmental contacts. Visibility and Availability on Game Nights in premium club spaces.

Job Qualifications:

The ideal candidate will have 5 - 7 years experience in strong service environment, preferably in hospitality, sports and/or entertainment fields. Strong Knowledge of leading brand and experientially-driven customer service principles. Familiarity and skill in handling elite-level client service issues and managing affairs with potential new corporate and personal clients from the general public is a must. Must have the ability to think and function with service-oriented mid-set despite challenging client expectations/urgency. Will have demonstrated success in communicating and executing company policies and standards under frequently challenging circumstances with key clients where millions of dollars in revenue are in-play and demonstrated experience in support/enabling defined marketing, promotions, special events, etc. with the goal of cultivating new business opportunities and new revenue streams while driving retention of customers.