Manager of Service (Premium & Firebirds)

---

Job description

Oak View Group:
Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary:

Job Description:

The Manager of Service (Premium & Firebirds) is responsible for servicing the needs of existing Suite & Premium Members with excellent customer service, providing assistance and maintaining constant contact to accounts while also generating incremental revenue. The ideal candidate is an experienced premium sales/service professional who leads by example, possesses the ability to establish solid business relationships, maintains a professional attitude, and maximizes opportunities to increase revenue potential, drive attendance, and retention.

This position will oversee a team of service executives, providing guidance, support, and mentorship to ensure the highest standards of customer service are met. The Manager of Service will be responsible for fostering a collaborative and motivated team environment, setting clear goals, and driving performance to achieve departmental objectives. Strong leadership skills are essential to inspire and develop the team, ensuring continuous improvement and professional growth.

The Salary For This Position Is Between $85,000 - $100,000 Plus Bonus.

For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays)

This position will remain open until Dec 31, 2024.

About the Venue:

The HottestTEAMThe AHL Coachella Valley Firebirds are owned jointly by Oak View Group and the Seattle Kraken ownership group. The Firebirds are the affiliate of the Seattle Kraken. The Firebirds finished both their inaugural 2022-23 season and 2023-24 season as the Western Conference Champions and play their home games at Acrisure Arena.

Learn more at (url removed)

ABOUTAcrisure ArenaAmerica's hottest music festival destination finally has the world-class arena it deserves. Now open, the brand new Acrisure Arena provides the greater Palm Springs area of Southern California with a premiere 11,000+ capacity venue hosting the biggest artists and acts on the planet. We are in the desert, designed specifically for hockey and acoustically designed for concerts, Acrisure Arena provides top-tier hospitality, artist amenities, and all of the benefits of a modern music and sports venue to the Coachella Valley.

Responsibilities:

Essential Duties & Responsibilities:

Manage, develop, and lead the Coachella Valley Firebirds and Acrisure Arena Premium Service Executives and Account Manager the Premium Service team.

Manage and enhance relationships with new and existing Premium members to create experiences for clients and share best practices related to specific goals and initiatives.

Create and implement unique service strategies and programs as a means of increasing retention rates and new business opportunities.

Generate a touchpoint strategy for assigned clients, "face-to-face" or virtual meetings to enhance the level of customer care.

Fulfill member requests and questions via phone, email, and face-to-face / Zoom interaction, as well as administer invoicing and payment processes.

Manage member agreements and corresponding invoices, including providing updates to contracts, account information and invoices as needed.

Serve as the primary point of contact for assigned clients and liaison for the service department

Collaborate with sales executives to generate new sales leads.

Perform all necessary informational email communications with Firebirds & Premium members.

Collaborate with industry leaders on best practices within the area of premium service.

Positively contribute to the sales and service culture by developing mutually beneficial working relationships with all Acrisure Arena associates across various departments within the organizations.

Participate and contribute to daily and/or weekly to team meetings and training sessions.

Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking throughout the building, long periods of standing.

Qualifications:

Required Experience & Qualifications:

Ability to inspire, motivate, and lead a highly performing team

Ability to take business goals and construct a plan to achieve and exceed them

Deep knowledge of, and ability to build relationships with, C-Level Executives

Skilled in negotiating and delivering an effective pitch via phone, web, and in-person meetings

Detail-oriented and organized, with the ability to manage and prioritize multiple responsibilities and deadlines

Willingness to take constructive feedback and seek constant improvement

Excellent analytical and communication skills

Available and responsive to internal stakeholders and customers/prospects

Ability to work nights/weekends/flexible schedule for events

Education and Experience:

Bachelor's degree in Sport Management, Business, Communications, or related field

3+ years of relevant sales & service experience; premium sales & service a plus

Working knowledge of Ticketmaster Archtics

Strong understanding of CRM best practices and sales processes, preferably in Salesforce

Proficient with MS Word, Excel and PowerPoint

Experience working with sales automation software a plus

Familiarity with marketing automation tools a plus

Working Conditions:

Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.

Strengthened by our Differences. United to Make a Difference:
At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer:
Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ("protected class") including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

<!– job description page –>