The Director of Premium Services & Engagement oversees the service, retention and engagement strategy for all premium accounts across Charlotte Hornets home games and Spectrum Center events. Reporting to the Vice President of Premium Sales & Service, this leader manages a team of Premium Account Managers and is responsible for delivering exceptional client experiences, maximizing renewal and upsell revenue and driving engagement among suite holders, club seat members and corporate partners, and leveraging the new premium platform to enhance client value and provide a seamless, high-touch experience. This role will also have the opportunity to directly generate new business from existing and prospective clients. To be successful in this role, you must demonstrate strong leadership, exceptional relationship management, and high-level service execution skills, along with a passion for premium hospitality and the NBA fan experience. Core ValuesWe operate with the highest level of integrity, driven by moral standards that guide us in everything we do. We communicate with full candor; openly, honestly, and respectfully with clarity. We work in the spirit of one team, committed to one vision, shared values, and an inclusive culture that ensures every person feels valued and respected. We hold ourselves accountable, and responsible to raise high levels of expectations of ourselves and our team. We competeat the highest levels and strive to be the best at everything we doWe act with resilience and thrive in the face of challenges bringing others along with us.
Essential Duties and Responsibilities:
Lead the Premium Services & Engagement team in providing best-in-class experience for suite holders, club seat members and premium clients.
Develop, implement and continuously optimize engagement and service strategies that enhance client satisfaction, retention and incremental revenue opportunities.
Manage a team of Premium Account Managers, setting Key Performance Indicators (KPIs) while fostering a culture of accountability, collaboration and client-first focus.
Partner closely with Premium Sales leadership to align cross-functional initiatives that support both sales and service goals.
Identify upsell opportunities and support new business development efforts across premium products.
Oversee all aspects of client touchpoints, including renewal campaigns, premium events, gifting, and in-game hospitality experiences, ensuring consistency and excellence aligning with KPIs.
Collaborate with departments such as Marketing, Partnerships, Catering and Game Day Operations to deliver seamless and high-impact premium activations.
Analyze data from CRM and feedback tools to track satisfaction, identify trends and inform strategic decision-making.
Maintain high visibility with top clients, serving as a senior relationship manager to strengthen loyalty and advocacy.
Assist in developing and executing the annual premium engagement plan, including innovative event programming, creative communications, and forward-thinking strategic activations that drive engagement and growth.
Ensure the highest standards of service excellence are met across all premium touchpoints and events.
Seek new and innovative opportunities to provide best-in-class sales and retention initiatives.
Support the Vice President of Premium Sales & Service with reporting, budgeting, and long-term strategy planning.
Required
Skills, Experience and Abilities:
To perform the job successfully, you should demonstrate the following competencies:7+ years of experience in premium service, ticketing, or hospitality, with at least 3 years in a leadership or management role.
Proven success in developing and executing client retention, engagement and revenue growth strategies.
Strong leadership and team development skills with experience managing high-performing service teams. Demonstrated ability to build and maintain relationships with high-net-worth clients and corporate partners.
Exceptional interpersonal, communication, and presentation skills with the ability to influence at all levels.
Expertise in CRM platforms, data analysis, and customer engagement technologies to inform strategic decision-making.
Strategic thinker with the ability to identify growth opportunities and implement effective service initiatives.
Strong organizational and project management skills with attention to detail, follow-through, and the ability to manage multiple priorities.
Passion for sports, entertainment, and creating memorable client experiences.
Willingness to work evenings, weekends, and holidays to support game and event operations.
Additional Information:
This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity. HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered.
Job Summary
Requisition Number: DIREC001765Job Category: Revenue
Schedule: Full-Time
