Chief of Premium Experiences & Engagement

Hornets-Basketball-LLC; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Benefits

Time off policies

Job summary

Hornets-Basketball LLC in Charlotte, NC is seeking a Director of Premium Services & Engagement to lead the service, retention and engagement strategy for all premium accounts across home games and Spectrum Center events. Reporting to the VP of Premium Sales & Service, this leader will manage a team of Premium Account Managers and drive exceptional client experiences, renewals and revenue.

You will collaborate with Marketing, Partnerships and Game Day Operations to deliver high-impact activations

Qualifications

• 7+ years in premium service, ticketing, or hospitality with at least 3 years in leadership.
• Proven success in client retention, engagement and revenue growth.
• Strong leadership and team development skills.
• Ability to build relationships with high-net-worth clients and corporate partners.
• Exceptional interpersonal, communication, and presentation skills.
• Expertise in CRM platforms, data analysis, and customer engagement tech.
• Strategic thinker with ability to identify growth opportunities and implement service initiatives.
• Willingness to work evenings, weekends, and holidays to support events.

Responsibilities

• Lead the Premium Services & Engagement team to provide best-in-class experiences for suite holders and premium clients.
• Develop and optimize engagement and service strategies to enhance satisfaction, retention, and revenue.
• Manage team KPIs and foster a culture of accountability and collaboration.
• Partner with Premium Sales leadership to align cross-functional goals.
• Identify upsell opportunities and support new business development across premium products.
• Oversee all client touchpoints including renewals, events, gifting, and hospitality experiences.
• Collaborate with Marketing, Partnerships, Catering and Game Day Operations for activations.
• Analyze CRM data to track satisfaction and inform strategic decisions.
• Maintain high visibility with top clients as a senior relationship manager.

Skills

Premium service leadership

Client retention

CRM analytics

Relationship management

Communication skills

Strategic thinking

Project management

Evenings/weekends availability

Tools

CRM software

Data analysis tools

Job description

Hornets-Basketball LLC in Charlotte, NC is seeking a Director of Premium Services & Engagement to lead the service, retention and engagement strategy for all premium accounts across home games and Spectrum Center events. Reporting to the VP of Premium Sales & Service, this leader will manage a team of Premium Account Managers and drive exceptional client experiences, renewals and revenue.

You will collaborate with Marketing, Partnerships and Game Day Operations to deliver high-impact activations