Director, Premium Experience & Engagement

Hornets Basketball Brand; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Benefits package

Job summary

Charlotte Hornets is seeking a Director of Premium Services & Engagement to lead a high-touch client experience across premium accounts, renewals and upsell opportunities. You will manage a team of Premium Account Managers and partner with Sales leadership to align service and sales goals, driving engagement for suite holders and corporate partners.

You will recruit, develop and retain top talent, optimize client satisfaction, and leverage data to inform strategic decisions and revenue growth in

Qualifications

• 7+ years of experience 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.

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, setting KPIs and fostering accountability and collaboration.
• Partner with Premium Sales leadership to align cross-functional initiatives supporting sales and service goals.
• Identify upsell opportunities and support new business development across premium products.
• Oversee client touchpoints including renewal campaigns, premium events, gifting, and in-game hospitality experiences.
• Collaborate with Marketing, Partnerships, Catering and Game Day Operations for high-impact activations.
• Analyze CRM data to track satisfaction, identify trends and inform strategic decisions.

Skills

Premium service leadership

Client relationships

CRM proficiency

Data analytics

Strategic thinking

Project management

Communication skills

Event management

Tools

CRM platforms

Data analytics tools

Job description

Charlotte Hornets is seeking a Director of Premium Services & Engagement to lead a high-touch client experience across premium accounts, renewals and upsell opportunities. You will manage a team of Premium Account Managers and partner with Sales leadership to align service and sales goals, driving engagement for suite holders and corporate partners.

You will recruit, develop and retain top talent, optimize client satisfaction, and leverage data to inform strategic decisions and revenue growth in