Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

The Manager, Premium Service position is responsible for building and executing a best-in-class client service and retention program for premium hospitality and special events at CFG Bank Arena in Baltimore, MD. The position is also responsible for building and maintaining relationships with clients and prospects. This includes retaining, cultivating, and stewarding corporate and individual customers.

This role pays a yearly salary of $80,000 and is bonus eligible.

Benefits for FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays).

This position will remain open until December 31, 2024

#4 Worldwide Highest Grossing Venue - Billboard Magazine

#4 Venue of the Year in North America – Venues Now

CFG Bank Arena is a 14,000+ seat, reimagined world class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena showcases over $250MM+ in renovations, including modernized, state-of-the-art acoustics, superior suites and exclusive club levels, premium contemporary seating, reimagined concourses, upscale culinary experiences in food & beverage selections, and more! Located in the heart of Baltimore, the venue includes a new exterior façade, green scaping and enhanced lighting, this iconic landmark offers guests the ultimate entertainment experience in town. Rich in history, uniting fans with memories old and new, CFG Bank Arena hosts 135+ shows annually including the hottest artists on the planet. A cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment has arrived in Baltimore with the highly anticipated and reimagined, CFG Bank Arena.

Essential Duties & Responsibilities:

• Responsible for reaching or exceeding budgeted financial goals in one or more of the company’s key retention categories, including but not limited to: contracted business, early extensions, single event sales, and customer upgrades
• Coach Account Executive team in the areas of training, communications, reporting, and outreach to ensure success in key performance areas
• Manage risks and fiduciary responsibilities by analyzing client goals and objectives, proposing new business solutions, and implementing services and products to fulfill needs and objectives
• Design and implement overall client servicing process that includes, but is not limited to: contract administration, ticketing fulfillment, client event execution, invoicing and payment plans, special requests, and all member communications
• Oversee implementation of client amenities and services to optimize client experience and maximize sales profitability
• Cultivate optimal client relationships by attending concerts/special events and interacting with clients to maximize their event experience
• Develop new amenity programs and special events for new arena members
• Work with the company’s finance division to ensure timely annual collections
• Serve as liaison for client’s ticketing needs
• Responsible for the facilitation and administration of special projects such as: recommendations on client communication, facilitating client research, liaison with external associations, and event planning
• Prepare and execute presentations and proposals, arena tours, and private events for clients in collaboration with Premium Sales & Service team
• Enhance relationships with new and existing Premium members to create memorable experiences for clients and share best practices related to specific goals and initiatives
• Utilize Salesforce CRM to log interactions with customers to enhance sales & service efforts
• Consistently review the Salesforce service dashboard to monitor client status and performance metrics, identifying trends and areas for improvement to help guide staff focus and coaching to enhance service delivery and client satisfaction
• Assist in managing member agreements and corresponding invoices, including providing updates to contracts, account information and invoices as needed
• Serve as a point of contact for premium clients and liaison for the premium department
• Provide support in performing all necessary informational email communications with premium members
• Manage, create, and update the Account Manager website and step-by-step guides for mobile ticketing, ensuring all content is accurate, clear, and easy to navigate
• Participate and contribute to daily and/or weekly team meetings and training sessions
• Monitor and apply account management best practices for client retention
• Perform other related tasks as assigned.

• Bachelor’s degree in related field or a combination of related education and work experience
• Minimum 3-5 years of sales, sports, and/or entertainment experience
• Strong verbal and written communication skills
• Ability to write reports and business correspondence
• Highly organized with good coordinating/project management skills and ability to meet tight deadlines and work in a high-pressure environment
• Ability to analyze problems involving many variables
• High level of demonstrated professionalism, integrity and ability to maintain sensitive information and appropriate decorum
• Demonstrated quick learner with ability to handle multiple projects and meet deadlines
• Team player with a positive attitude, professionalism, resourcefulness, integrity, motivation, and a strong work ethic
• Detail-oriented, diplomatic, empathetic, with exceptional customer service skills
• Proficient in MS Office with Salesforce or similar CRM experience
• Ticketmaster platform experience preferred
• Ability to work flexible hours including evenings, weekends, and holidays

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.