Director, Premium Service (Athletics)
University of Miami

Job Info

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Current Employees:

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THe Athletics Department has a great opportunity for a Director, Premium Service (Athletics) to work at the Coral Gables Campus.

This position reports to the Assistant AD - Sales & Service

Job Summary and General Description

The Hurricane Club Department's focus is to provide world-class customer service, through relationship based selling skills to increase Season Ticket Holder's loyalty, customer satisfaction and retention rates. The Director, Premium Service is directly responsible for all revenue goals associated with a defined base of existing season ticket holders including renewals, referrals, add-ons and upgrades for luxury suite holders. Moreover, the Director, Premium Service will develop excellent relationships with accounts and deliver customized communications, events, programs, and benefits to the Hurricanes most important fan.

The Director, Premium Service responsibilities will include:

• Manage a dedicated book of business of luxury suite accounts using outbound and inbound calls, e-mail and in-person meetings in a fast and accurate manner daily.
• Process payments, relocation requests, account transfers, address changes, ticketing issues and any other account related duties for Suite Holders.
• Develop a year-round special event calendar that adds value to the fan experience and creates opportunities for luxury suites.
• Manage all catering orders for luxury suites, field club, legends, and suite rentals at Hard Rock Stadium and Watsco Center while being a liaison with Hard Rock Stadium and Watsco Center front-line Guest Experience staff/security and each venue's catering teams.
• Develop a comprehensive gifting program that rewards premium/luxury season ticket holders.
• Create and develop a turnkey process with the management of our luxury suite rental program for football, baseball, and men's basketball.
• Ensure all luxury suite contracts are accurately completed and logged in CRM.
• Assist in ensuring all premium spaces at Hard Rock Stadium, Watsco Center, and Mark Light Field are set-up appropriately and ready to wow our VIP clientele.

* Other duties/assignments as directed by Assistant AD, Sales and Service.

The ideal candidate will have:

• Proven experience using relationship based selling skills over the phone, through writing and in-person communication channels
• A passion for building relationships with people and natural customer service instincts
• A positive and resilient team centric attitude with a professional demeanor
• Advanced time management, multi-tasking and prioritization skills
• Strong critical thinking, problem-solving and conflict resolution skills
• Excellent written and verbal communication skills
• A Bachelor's Degree
• Five years of customer service and/or revenue driven sales experience with premium clientele
• The ability to work long and flexible hours including evenings, weekends and holidays
• Proficiency in MS Office programs (Word, Excel, and Outlook)
• Experience using a ticketing system and Salesforce CRM preferred

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
c106

This job has expired.