Leads retention, revenue growth, and member engagement for a premium membership portfolio. Manages high-value client relationships, develops the Premium Services team, influences premium product strategy, and supports hospitality experiences and stadium transformation initiatives. Uses member insights, operational analytics, and industry trends to improve retention, enhance offerings, and grow a multi-million-dollar premium hospitality business.
Position: Premium Services Manager
Department: Premium
Reports To: Director – Premium Services
Status: Full-Time (Exempt)
Position Summary:
The Premium Services Manager leads the strategy, retention, and growth of Tepper Sports & Entertainment's premium membership portfolio while delivering exceptional experiences for some of the organization's most valued members and partners. Reporting to the Director of Premium Services, this role will help guide the evolution of the premium business through stadium renovations, new premium offerings, enhanced member benefits, and innovative hospitality experiences designed to redefine the future of Bank of America Stadium.
Primary Responsibilities
- Lead the retention, revenue growth, and overall success of Tepper Sports & Entertainment's premium membership portfolio, driving renewal performance, member engagement, and long-term account value.
- Develop and lead a high-performing Premium Services team while partnering cross-functionally to support premium product growth, stadium transformation initiatives, and the delivery of best-in-class hospitality experiences.
- Serve as a strategic business leader, utilizing member insights, operational analytics, and industry trends to influence retention strategies, enhance premium offerings, and support the continued growth of a multi-million-dollar premium hospitality business.
Qualifications
- 6+ years of experience in premium services, hospitality, account management, customer success, business development, or sports and entertainment.
- Proven success managing high-value client relationships, driving retention, and supporting revenue growth.
- Experience leading, developing, and holding teams accountable to clear goals and service standards.
- Highly organized, strategic, and detail-oriented with strong follow-through and operational discipline.
- Strong business acumen with the ability to analyze trends, identify opportunities, and drive results.
- Exceptional communication, relationship-building, and problem-solving skills.
- Experience with CRM and ticketing platforms such as Salesforce, KORE, Archtics, Ticketmaster, or similar systems preferred.
- Ability to work evenings, weekends, and holidays as required by the event schedule.
Skills & Competencies
- Excellent organizational skills and attention to detail
- Exceptional organizational, communication, and leadership skills.
- Ability to thrive in a fast-paced environment while managing multiple priorities.
- Demonstrated sound judgment, professionalism, and accountability.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Commitment to the values and standards of Tepper Sports & Entertainment.
Work Environment
- This job operates in a professional office environment (mostly office environment, outside in a stadium facility at times which may include inclement weather conditions).
Tepper Sports & Entertainment is an equal opportunity at-will employer and do not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.
Charlotte FC Charlotte, North Carolina, USA Office
Charlotte, NC, United States
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