Head of Premium Services & Engagement

HSE LOGO

Charlotte (NC)

On-site

USD 120,000 - 180,000

Full time

2 days ago

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Benefits offered by this job

Benefits package

Generous time off

Diversity & inclusion

Job summary

HSE seeks a Director of Premium Services & Engagement to lead the premium experiences for Charlotte Hornets premium accounts and Spectrum Center events. The role reports to the VP of Premium Sales & Service and manages a team of Premium Account Managers to deliver exceptional, high-touch service and drive renewal, upsell, and client loyalty.

The position requires strong leadership, relationship management, and strategic execution, with a passion for premium hospitality and the NBA fan

Qualifications

7+ years in premium service, ticketing, or hospitality.
3+ years in a leadership or management role.
Proven success in retention, engagement and revenue growth strategies.
Strong relationships with high-net-worth clients and corporate partners.
Exceptional interpersonal, communication, and presentation skills.
Expertise in CRM platforms, data analysis, and customer engagement technologies.

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 boost satisfaction, retention and revenue.
Set KPIs for the team and foster accountability and collaboration.
Partner with Premium Sales leadership to align cross-functional initiatives.
Identify upsell opportunities and support new business development.
Oversee client touchpoints, renewals, events, gifting, and hospitality experiences.
Collaborate with Marketing, Partnerships, Catering and Game Day Ops for premium activations.
Analyze CRM data to track satisfaction and inform strategy.