Manager, Premium Client Experience - Olympic & Paralympic Games

The Manager, Premium Client Experience will be responsible for delivering exceptional customer service and managing complex client accounts and expectations from purchase through to post event. The role involves building strong relationships with premium clients, ensuring their satisfaction, retention, and growth, and providing personalized support, event information, and guidance to achieve their objectives.

Requirements

• Pre-Event/Games: Management and follow-up of orders.
• Ensure the effective consideration and recording of orders, and guarantee delivery to the customer.
• Regularly report information related to sales to the wider team
• Develop and maintain strong, long-term relationships with premium clients by understanding their unique needs and goals.
• Build knowledge of the various products sold and guest/client programs and supervise the sale of new products and services.
• Facilitate relations between the various service providers and internal departments to ensure the successful handover of sales.
• Identify opportunities for account growth through cross-selling or upselling additional services or products.
• Assist clients in maximizing the value of the company’s products and services
• Collaborate with sales teams to execute upsell initiatives tailored to individual clients.
• Track and report on account performance, providing insights to clients and leadership.
• Maintain the link between the sales team and the support functions for efficiency and effectiveness.
• Manage daily relations with the organization's customers (calls, emails, meetings, etc.) and with various suppliers and internal services such as Program Management and Event Operations.
• Work closely with the various departments of the company (purchasing, accounting, coordination, finance, sales, IT, etc.).
• Ensure the proper transmission of administrative information relating to the sale and payment
• Ensure compliance with quality and delivery standards, processes, and good practices, at all stages of the guest experience.
• Manage invoicing, customer credit notes, refunds, unpaid bills, or disputes.
• Provide regular updates and reports to management regarding account status, opportunities, and challenges.
• Coordinate the actions of the various local teams in the companies located in different countries.
• Participate in cross-functional projects in relation to other departments, to improve the company's products and services or to change the policy in terms of customer relations.
• Work with other Endeavor Property Teams to support the Premium Experience both in advance and onsite at the event.
• Understand the operations of the In Venue/Off Venue Hospitality and Overnight Program for VIP guests and how they may impact the Premium guest experience and wider program operations
• Understand the roles and responsibilities of the program management team and how they interact with the Premium Experience, ensuring management plans for large/key Premium programs are agreed and detailed.
• Support the development and planning of the IVH/Other Guest Services Hospitality Desk ensuring creation of baseline guest management knowledge and content as well as overlaying the needs and scope of the Premium client.
• Support the delivery of training for key IVH/OVH Guest Services Managers/venue staff ensuring key processes and comms channels are in place to manage onsite guest issues should they arise.
• Work with the Event Production team to identify any in-venue operational changes that may impact the client and guest programs and update Program Management/Stakeholder team so they can manage their guest experience and expectations before they arrive at the IVH/OVH. This could include areas such as access info, security updates, fulfilment issues etc.
• Ensure knowledge of the various premium guest programs attending on a daily basis and their wider itineraries with a plan to manage their arrival at the venue/IVH to ensure a smooth arrival and transfer to the IVH.
• Liaise with Program Management Teams to support all premium clients and guests on-site across all IVH/OVH venues
• Ensure all IVH teams are trained and supported and understand the flow of communication and roles and responsibilities when supporting premium/guests and their wider experience.
• Support the hospitality desk staff in servicing IVH guest requests and queries and oversee any escalation of issues to the HQ/HOC.
• Onsite/Other - Where required support the onsite delivery plan and implementation of other Endeavor properties (FIFA26/WWE/UFC etc)
• Create and deliver presentations and documentation in Microsoft office (PPT, Word, Excel, etc.)
• Develop and implement specific event procedures and systems
• Conduct and attend meetings as needed
• Attend meetings and take notes to record updates and next steps
• Manage timelines and deadlines related to assignments
• Participate in brainstorm sessions; research, ideate and provide creative ideas
• Manage assigned projects through companies’ project management system
• Manage other administrative duties as needed

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance