Director, Premium Experience & Client Engagement

RiseMe; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Time off policies

Diversity & inclusion

Job summary

RiseMe is seeking a Director of Premium Services & Engagement to lead the service, retention and engagement strategy for all premium accounts across Charlotte Hornets home games and Spectrum Center events. This role reports to the Vice President of Premium Sales & Service and manages a team of Premium Account Managers to deliver high-touch client experiences and maximize renewal and upsell revenue.

The successful candidate will directly generate new business from existing and prospective

Qualifications

• 7+ years in premium service, ticketing, or hospitality, with at least 3 years in a leadership or management role.
• Proven success in developing and executing client retention, engagement and revenue growth strategies.
• Strong leadership and team development skills with experience managing high-performing service teams.
• Demonstrated ability to build and maintain relationships with high-net-worth clients and corporate partners.
• Exceptional interpersonal, communication, and presentation skills with the ability to influence at all levels.
• Expertise in CRM platforms, data analysis, and customer engagement technologies to inform strategic decision-making.
• Strategic thinker with the ability to identify growth opportunities and implement effective service initiatives.
• Strong organizational and project management skills with attention to detail and follow-through.

Responsibilities

• Lead the Premium Services & Engagement team in providing best-in-class experience for suite holders, club seat members and premium clients.
• Develop, implement and optimize engagement and service strategies to enhance satisfaction, retention and incremental revenue.
• Manage a team of Premium Account Managers with KPIs and a culture of accountability.
• Partner with Premium Sales leadership to align cross-functional initiatives for sales and service goals.
• Identify upsell opportunities and support new business development across premium products.
• Oversee all client touchpoints including renewal campaigns, premium events, gifting and in-game hospitality experiences.
• Collaborate with Marketing, Partnerships, Catering and Game Day Operations for premium activations.
• Analyze CRM data to track satisfaction, identify trends and inform strategy.
• Maintain high visibility with top clients as senior relationship manager.
• Develop and execute the annual premium engagement plan with innovative activations.
• Ensure the highest standards of service across premium touchpoints and events.
• Seek new opportunities to provide best-in-class sales and retention initiatives.
• Support the VP with reporting, budgeting and long-term planning.

Skills

Leadership

CRM experience

Data analysis

Client relationships

Strategic thinking

Project management

Communication

Tools

CRM platforms

Job description

RiseMe is seeking a Director of Premium Services & Engagement to lead the service, retention and engagement strategy for all premium accounts across Charlotte Hornets home games and Spectrum Center events. This role reports to the Vice President of Premium Sales & Service and manages a team of Premium Account Managers to deliver high-touch client experiences and maximize renewal and upsell revenue.

The successful candidate will directly generate new business from existing and prospective