Department: Ticket Sales & Service
Direct Supervisor: Sr. Director, Luxury & Suite Sales & Service
Status: Full-time
Summary:
The Account Manager, Luxury Service is responsible for the long-term retention of Miami Dolphins Luxury Seating Members and providing a first-class, personalized experience. They will inherit an existing book of our highest-end Luxury Seating Members and take ownership of actively renewing their agreements while also uncovering new sales opportunities through add-ons, upsells, and referrals. The ideal candidate for this role has a passion for providing a first-class customer experience, while embracing a proactive, new sales mindset and demonstrates a track record of exceeding revenue goals. The position has the ability to sell a full menu of Miami Dolphins products (Suites, Luxury Seating, Memberships, Group Sales, Individual Game Suite Rentals).
Hard Rock Stadium offers the most premier luxury seating, club and suite experiences which set the standard for live events. Our Luxury Members receive some of the closest experiences to the field and the highest-end luxury amenities. Hard Rock Stadium is a global entertainment destination, hosting world-class events year-round. It is home of the Miami Dolphins, University of Miami football team, Orange Bowl, Super Bowl 54, Miami Open, College Football Playoffs, international soccer, and the Formula 1 Crypto.com Miami Grand Prix.
Location:
- This is a full-time position based on site at Hard Rock Stadium in Miami Gardens, FL.
Responsibilities:
- Meet and exceed all Luxury Member retention, extension, and new sales revenue goals.
- Renew expiring Luxury Member agreements into new multi-year agreements.
- Retain Luxury Members by providing a first-class customer service and game day experience, including personalized touchpoints and the activation of their benefits.
- Quickly respond to, resolve, and proactively anticipate customer challenges, complaints, requests, and inquiries from Luxury Members.
- Proactively identify new sales opportunities through referrals, add-ons, and upgrades from current book of business.
- Nurture relationships with clients and prospective clients through creative means; including but not limited to: personalized outreach, networking events, one-on-one dinners / lunches, hosting at events, seat visits at games and outside meetings.
- Offseason focus is a full-menu new-sales approach, including prospecting, appointment setting, executing sales presentations in a face-to-face format, and closing sales.
- Document all interactions and key account information in Microsoft Dynamics CRM.
- Assist with the activation of Luxury Member events and benefits.
- Meet metric expectations guided towards achieving annual goals.
- Meet and exceed service levels, standards, and company values.
- Other duties and special projects as assigned.
Qualifications:
- Bachelor’s or Associate’s Degree preferred
- Minimum of 3 years customer retention and sales experience in hospitality, gaming, entertainment, or sports industry preferred.
- Must have a passion for customer service and proven ability to seek new sales opportunities and exceed revenue goals.
- Proven ability to work in a team-oriented environment and effectively influence and communicate with C-Level executives.
- Experience working with multi-year and contractual agreements.
- Excellent written and oral communication/interpersonal skills are a necessity.
- Ability to multi-task and prioritize both important and urgent requests.
- Excellent organizational skills, attention to detail and time management.
- Ability to handle and document heavy phone volume, both outbound and inbound.
- Flexibility to work weekends, nights, and holidays as required by schedule of events.
- Experience or working knowledge of Ticketmaster Archtics ticketing platform and Microsoft Dynamics 365 CRM preferred.
- Candidate should be competitive, professional, and self-starting.
- Bilingual (English/Spanish) a plus.
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Miami Dolphins JobsJobs in Miami Gardens · FLTicket Sales and Services: Ticket Sales
