What are the responsibilities and job description for the Director, Premium Services position at Las Vegas Raiders?
Position Overview:
Built upon our storied legacy, we win on and off the field by intentionally uniting our players, alumni, teammates, and guests. We strive to create meaningful relationships and deliver a world class experience in all interactions. It is our shared responsibility to ensure that the greatness of the Raiders is in its future.
Built upon our storied legacy, we win on and off the field by intentionally uniting our players, alumni, teammates, and guests. We strive to create meaningful relationships and deliver a world class experience in all interactions. It is our shared responsibility to ensure that the greatness of the Raiders is in its future.
The Director of Premium Service will provide leadership to the Premium Service Department. The role is critical due to the deep and unyielding passion towards the Raiders PSL Members which includes, Reserved, Club and VVIP seats. The Director of Premium Service will use data to uncover opportunities to drive improvement, efficiency, and cost savings. This role is designed to help the Raiders become more efficient in providing unparalleled service to our PSL members and cultivate an in-house culture where team members excel in delivering an exceptional client service to each customer.
Essential Job Functions
The Director of Premium Service should be a natural leader with effective management tactics who can competently supervise, train, coach, and mentor team members Job Duties:
- Manage and oversee the Raiders’ relationship with PSL members
- Create, organize and execute year-round touchpoints for PSL members
- Collaborate with the Director of Premium Guest Experience and ASM Guest Services to ensure client needs are met throughout the stadium
- Create and maintain a culture where Premium Service team members take pride in providing outstanding customer service
- Collaborate with Sales Department to coordinate the sales of non-Raider events to PSL members
- Manage a Premium Service staff that handles a high volume of chats, emails, and phone calls related to ticketing services
- Continually improve Raiders customer service, including PSL touchpoints and Raiders game day
- Handle customer escalation calls and ensure complete customer satisfaction
- Provide consistent and positive feedback and awareness of development opportunities to Premium Service staff through effective coaching and training
- Implement the Ritz Carlton training and credo to all premium service staff
- Collaborate, communicate and report to management team on all ticketing issues, and maintain overall department goals
- Plan and execute email communications to PSL members
- Implement the usage of the Salesforce CRM
- Prepare and conduct employee performance reviews
- Provide input to the VP, Premium Service & Guest Experience regarding their recommendations on their respective team's performance reviews
- Collaborate with the Suite Service team, Revenue Planning and Analytics, and Business Development departments
- Collaborate with Suite Service to implement a robust gifting program for VVIP members
- Execute and manage Loop & Tie gifting for all Reserved and Club members
- Attend events dedicated to all PSL members
- All other duties as assigned.
Qualifications:
- Undergraduate degree from a well-regarded institution required
- Minimum of 8 years of experience with client service, client retention, customer service or event marketing required
- Minimum of 3 years of management experience required
- Track record in driving customer engagement and loyalty, demonstrating an acute understanding of customer life cycles
- Highly organized and detail oriented
- Exceptional communication, presentation and relationship management skills
- Ability to build relationships that drive business
- Use of a CRM (Salesforce) system to manage relationships
- Ability to work extended hours and flexible schedule including nights, weekends and holidays as needed
Physical Aspects of Position (includes but are not limited to):
- Sitting for long periods of time throughout shift
- Occasional lifting and carrying up to 25lbs
- Occasional walking, standing, bending, kneeling, pushing, and pulling
The Las Vegas Raiders provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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