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.

The Premium Service Manager will be responsible for delivering a superior level of service to the Las Vegas Raiders Allegiant Stadium Personal Seat License (PSL) account holders.  The Premium Service Manager should be professional, customer service-oriented, well organized and positive.

Essential Job Functions 

• The position will be focused on servicing and retaining PSL member accounts through touchpoints, agreement execution, exceptional customer service and hospitality
• Produce and execute annual payment invoicing and collections and work diligently toward retention rate each year
• Deliver monthly touchpoints to PSL Members via email, phone or written communications to ensure a quality year-round experience
• Provide prompt and professional communication to PSL Owners and internal staff
• Maintain accounts, contracts and notes in CRM/Salesforce
• Uphold positive relationships and customer confidentiality
• Provide support for any inbound service-related calls from PSL owners
• Provide recommendations to the Director of Premium Service on retention, collection, event and game day strategies
• Participate and contribute to Premium Service team meetings and communication sessions
• Learn and apply the Ritz Carlton training and credo to all Premium Service staff
• Communicate and report to management team on all ticketing issues while assisting to achieve overall department goals
• Review PSL payment activities and assist in proactive payment plan strategies
• Contribute positively to the “Team First” environment while offering support to all team and department members 
• Work with leadership to execute events such as Construction Site Tours, Draft Party, Training Camp and other inaugural season stadium events 
• Oversee all communications with clients, such as:

1. Stadium updates
2. Invitations to events such as the Draft Party and Training Camp
3. Invitations to inaugural season stadium events
4. Pre-game touchpoints to ensure clients are ready for gameday
5. Post-game touchpoints
• Pre-sale offers for non-football events

• All other duties as assigned.

Qualifications:

• Bachelor’s degree in Business, Hospitality, Marketing or related field required
• Minimum of 3 years of relevant experience in sports/entertainment hospitality, events, or marketing 
• Prior sports sales/service/hospitality industry or equivalent experience is required
• Candidate should possess strong, team-oriented work ethic and a positive, “Service-First” attitude
• Excellent interpersonal, verbal and written communication skills with the ability to communicate effectively at all levels 
• Candidate should possess excellent time management and organizational skills
• Candidate should work well within a team environment, helping and support to team members
• Previous working experience with CRM/Salesforce and TicketMaster Archtics is a plus
• Able to work flexible hours (including evenings, weekends, and holidays)
• Work non-traditional hours and attend and work Raider and 3rd party events 
• Fulfill gameday responsibilities set forth by leadership team
• Ability to work extended hours and flexible schedule including nights and weekends 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.