VIP Member Experience & Ticketing Manager

Cosm

Detroit, Northern (MI, KY)

Hybrid

USD 60,000 - 80,000

Full time

14 days+

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Job summary

Cosm Detroit is seeking a dedicated Member Experience Account Manager to join our Ticket Sales & Service team and serve as the primary contact for VIP ticketing and hospitality for Cosm Club Members and key accounts. This role is essential to delivering a best-in-class partnership experience with our most valued stakeholders.

The successful candidate will provide white-glove service, proactive account management, and seamless ticket solutions for the full fan journey.

Qualifications

3+ years of experience in ticket sales, client services, or hospitality.
Proven track record of managing high-value accounts.
Excellent communication and interpersonal skills.
Strong attention to detail and organizational abilities.
Proficiency in ticketing software and CRM systems.

Responsibilities

Serve as the dedicated primary point of contact for all Cosm Club Members and key accounts at Cosm Detroit.
Manage all aspects of ticketing needs and allocations as the account manager and concierge.
Develop and maintain comprehensive Member and key account profiles documenting preferences, purchase history, and service touchpoints for personalized outreach.
Collaborate with the group sales and event production teams to coordinate and facilitate all ticketing, hospitality, and entertainment solutions.
Serve as on-site hospitality lead across marquee events and VIP event requests, ensuring seamless execution and exceptional guest experience from arrival through departure.
Manage inventory allocation and preferred seating assignments.
Coordinate premium experiences, VIP upgrades, and hospitality add-ons.
Identify opportunities to enhance fan experience and communicate recommendations to leadership.
Maintain detailed records of account preferences, event history, and client relationships.
Respond to requests with urgency and flexibility, ensuring exceptional turnaround times.
Identify upsell opportunities and communicate new offerings aligned with client interests.
Serve as liaison between the client, venue operations, and upper management for complex requests.
Generate regular business reviews and reporting on ticket utilization and Member satisfaction.
Manage and nurture Membership accounts by proactively monitoring usage patterns and engagement levels to identify renewal and upgrade opportunities.
Provide post-experience follow-up to gauge Member satisfaction, collect feedback, and identify areas for service improvement or product development.
Generate Member retention reports and insights; track membership trends and recommend strategies to improve renewal rates and lifetime value.