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Sales & Marketing: Client Retention/Customer Service
Account Manager, Luxury Services - Charlotte Hornets (Charlotte, NC)

POSITION OVERVIEW

This position is responsible for providing exceptional service to all luxury seat owners. Position works closely with other team members as well as sales staff to manage, develop, organize and implement service programs, projects and communications tools to strengthen and increase the level of services to the team’s luxury season ticket holders and drive customer loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Serve as primary contact for all luxury seat owners and suite holder day to day contacts.
  • Assist in managing and the renewal of all luxury seat owners accounts
  • Responsible for new sales and revenue generation through existing contacts
  • Service accounts for all events in Time Warner Cable Arena
  • Initiate proactive service programs including, but not limited to, monthly newsletter, ticket distribution and game entertainment special requests
  • Responsible for communicating event notifications in an efficient and timely manner
  • Coordinate additional ticket purchases for all events at Time Warner Cable  Arena
  • Compile and track specific client trends and requests
  • Manage and update CRM database relating to luxury seat owners accounts
  • Handle specific event operation responsibilities for clientele and VIP’s.
  • Assist with the planning and execution of all luxury special events
  • Work with food & beverage department to handle all special requests.
  • Manage event guest list upon request
  • Serve as liaison between internal and external departments to ensure all luxury seat owners’ expectations are being met
  • Ability to multi task and communicate in a fast paced environment
  • Manage invoicing and collection process
  • Respond to telephone, e-mail and fax requests from luxury seat owners in a professional and timely manner
  • Ability to interact with all staff members and interns
  • Other duties as assigned by Manager

 

ReQUIRED SKILLS, EXPERIENCE, AND ABILITIES

(To perform the job successfully, the candidate should demonstrate the following competencies to perform the essential functions of this job.)

  • Degree from an accredited college or university in Hospitality, Sports Administration, Business or related field
  • Three years experience in the Sports and Entertainment or hospitality industry
  • Prior customer service experience preferred
  • Presents self in professional manner and have ability to interact with all levels of organization and outside contacts
  • Interpersonal skills –listens to others, works well in a team environment
  • Excellent communication skills including written and verbal; ability to present ideas clearly and concisely
  • Planning and organizing, can prioritize work activities; uses time efficiently
  • Detail Oriented
  • Adaptability – adapts to change in the work environment, manages competing demands and is able to handle frequent changes
  • Dependability – consistently at work on time, follows instructions, responds to manager’s instructions
  • Ability to multi-task
  • Ability to work extended hours including nights, weekends, holidays
  • Ability to work in a fast-paced environment
  • Strong computer skills – including all Microsoft Office software programs

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