Head of Premium Services & Engagement

Sports Careers; Charlotte (NC); On-site; USD 120,000 - 170,000; Full time

Job summary

Sports Careers is seeking a Director of Premium Services & Engagement to oversee the service, retention and engagement strategy for premium accounts across Charlotte Hornets home games and Spectrum Center events. Reporting to the Vice President of Premium Sales & Service, this leader will manage a team of Premium Account Managers and drive high-touch client experiences.

You will identify upsell opportunities, coordinate with Marketing and Game Day Operations, analyze CRM data, and lead

Qualifications

• 7+ years of experience in premium service, ticketing, or hospitality with leadership experience.
• 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

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 that enhance satisfaction, retention and incremental revenue.
• Manage a team of Premium Account Managers, setting KPIs and fostering accountability and client-first focus.
• 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, events, gifting, and hospitality experiences.
• Collaborate with Marketing, Partnerships, Catering and Game Day Ops to deliver premium activations.
• Analyze CRM data to track satisfaction, identify trends and inform strategy.

Skills

Leadership

Client retention

Relationship management

CRM/data analysis

Premium service

Communication

Strategic thinking

Team development

Upsell revenue

Job description

Sports Careers is seeking a Director of Premium Services & Engagement to oversee the service, retention and engagement strategy for premium accounts across Charlotte Hornets home games and Spectrum Center events. Reporting to the Vice President of Premium Sales & Service, this leader will manage a team of Premium Account Managers and drive high-touch client experiences.

You will identify upsell opportunities, coordinate with Marketing and Game Day Operations, analyze CRM data, and lead