Manager, Suite Services

The Manager, Suite Services position is responsible for assisting in the execution of a year-round Suite Partnership engagement program, as well as being a point of contact for Detroit Lions/Ford Field prospective partners delivering high level customer service and communication to these premium customers. This position will be critical in strengthening Premium Partner relationships and achieving departmental success.

ESSENTIAL FUNCTIONS [including, but not limited to):

The Manager, Suite Services will have daily responsibilities including, without limitation, the following:

• Collaborate closely with the Director of Premium Services to create efficiencies and maximize Suite revenue opportunities through longer-term deals
• Conduct end-of-year recaps to share data and insights to all suite holders, ensuring we are helping them achieve their goals and objectives through effective suite utilization
• Launch an annual targeted and aggressive renewal and early extension campaign to drive long-term suite revenue for the organization  
• Execute a touch-point campaign each season to ensure that a mutually beneficial relationship is being developed and deepened with every suite and premium partner
• Identify revenue generating opportunities within current client base to contribute to the overall ticketing and suites goal
• Manage the fulfillment and customer service process for all sales rentals to Lions games and Ford Field events
• Execute a SRO campaign to both suite holders and rental buyers to maximize revenue
• Lead the fulfillment and service of suite/access credentials
• Collaborate with the Director of Membership Services to handle the fulfillment and execution of the Premium Tent at Training Camp
• Research and execute the annual Suite gift
• Work with Senior Manager of Marketing Science on Suite communications, including but not limited to targeted Know Before You Go, post-game surveys, benefits communications, etc.
• Prepare contracts for new and renewal Suite and Premium clients
• Comply with all departmental CRM guidelines to ensure information is accurate, deliverables are tracked and fulfilled, and account information is up to date at all times
• Create and update database of all Suite Partner Portal profiles to deliver customer preferences and individual needs
• Act as the liaison between Ticketing and Events on LLM events
• Own the organization, request and shipping process for all of Premium's autographed inventory and on-hand gifting
• Work closely with the Sr. Director of Premium Sales, Events and Levy on the planning and execution of Premium Prospect event
• Manage the relationship between the customer and our food and beverage service provider
• Work with the Membership, Partnership and Premium sales teams to fulfill customer expectations and deliverables
• Seek opportunities to connect with Loge, Tunnel and Premium prospects/rentals to build effective and meaningful relationships with principals and administrators
• Assist in planning and executing all Premium Partner events and functions, including: Suite Tasting, Premium Partner Trips, and other special events
• Partner with Sales Managers to facilitate gameday/event needs and upsell opportunities for prospects and rental accounts
• Work closely with other business units to create synergy and promote total integration.

NONESSENTIAL FUNCTIONS:

• Will maintain an appropriate level of knowledge of Microsoft Office and of web tools and software being used
• Maintain all quote documentation with accurate pricing and configurations
• Will collaborate with Premium Partnership Managers on the relationship management of accounts
• Will participate in Premium team meetings, provide agenda items to discuss, generate meeting minutes and provide meeting communication updates to all parties involved
• Responsible for tracking all invoices and expenses against budget
• Must be motivated, reliable, and able to work independently or as part of a team
• Maintain professionalism when communicating with internal and external contacts
• Must be accurate and efficient with ability to meet deadlines
• Must be detail oriented with strong organizational skills
• The ability to gather and analyze information skillfully and develop solutions quickly and effectively
• Will adjust work schedule to meet departmental demands
• Will keep appropriate information confidential
• Will accept other responsibilities and duties required by the supervisor consistent with the objectives and essential functions of this position

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree preferred
• Minimum 4 years of proven sales and customer service experience required, experience with a professional sports or entertainment venue preferred
• Previous experience managing suites for a sports team a plus
• Advanced skills in Ticketmaster fulfillment systems
• Exceptional written and verbal communication skills
• Team-First mindset and approach in all duties and responsibilities
• Excellent interpersonal skills with ability to connect with, and relate to, all levels of staff, management, clients, and vendors
• Ability to multi-task and effectively adjust to rapidly changing market and business conditions
• Demonstrated work ethic with an innate sense of urgency and tenacity
• Team oriented attitude, relationship building, professional demeanor and appearance
• A valid Driver's License and a safe driving record
• Strong computer skills including experience with MS Office products, including but not limited to, Word, Excel, and Outlook with the ability to learn new programs
• Strength in time management, administrative ability, organization, and customer service skills
• Ability to work a flexible schedule including nights, weekends and holidays