Head of Premium Experience & Engagement

Charlotte Hornets; Charlotte (NC); On-site; USD 120,000 - 190,000; Full time

Job summary

Charlotte Hornets is seeking a Director of Premium Services & Engagement to lead a high-touch team, drive client satisfaction, retention, and incremental revenue across premium accounts at Spectrum Center events.

You will oversee renewals, events, gifting and activations, collaborating with Marketing, Partnerships, Catering and Game Day Operations to deliver exceptional experiences for suite holders, club seat members and corporate partners.

Qualifications

• 7+ years in premium service, ticketing, or hospitality, with 3+ years in leadership.
• Proven success in retention, engagement and revenue growth strategies.
• Strong leadership and team development skills.
• Ability to build relationships with high-net-worth clients and corporate partners.
• Excellent interpersonal, communication and presentation skills.

Responsibilities

• Lead the Premium Services & Engagement team to deliver best-in-class experiences for suite holders and premium clients.
• Develop and optimize engagement and service strategies to enhance satisfaction, retention and revenue.
• Set KPIs for Premium Account Managers and foster accountability and collaboration.
• Partner with Premium Sales leadership to align cross-functional initiatives.
• Identify upsell opportunities and support new business development across premium products.
• Oversee client touchpoints including renewal campaigns, events, gifting and in-game hospitality.
• Collaborate with Marketing, Partnerships, Catering and Game Day Operations on activations.
• Analyze CRM data and feedback to inform strategy and decisions.

Job description

Charlotte Hornets is seeking a Director of Premium Services & Engagement to lead a high-touch team, drive client satisfaction, retention, and incremental revenue across premium accounts at Spectrum Center events.

You will oversee renewals, events, gifting and activations, collaborating with Marketing, Partnerships, Catering and Game Day Operations to deliver exceptional experiences for suite holders, club seat members and corporate partners.