Account Manager, Premium Service & Enagagement

Account Manager, Premium Service & Engagement

Hornets Sports & Entertainment is in an exciting new phase, with new leadership in both basketball and business, and a renewed commitment to elevating our franchise. Building on a strong foundation, we are focused on becoming a premier NBA organization—one that sets the standard both on and off the court. The Hornets are about much more than just basketball. We are about the energy of live sports and entertainment—an experience that is truly unmatched. Beyond Hornets basketball, Spectrum Center serves as a premier destination for world-class concerts, family shows and marquee sporting events, bringing unforgettable experiences to Charlotte year-round.

We are deeply committed to our community, using our platform to create meaningful impact and drive positive change. We proudly represent the city of Charlotte, embracing its diversity, culture and unwavering spirit. As an organization, we strive to elevate our city by connecting people through the power of basketball and live entertainment, building something special for our fans, employees and community.

Position Overview

The Account Manager, Premium Service & Engagement is responsible for delivering world-class service to premium seat holders, suite owners and premium clients. This role focuses on cultivating long-term relationships, maximizing retention and enhancing the overall premium experience at Spectrum Center. You will support clients during Hornets home basketball games and Spectrum Center events and concerts. You will serve as the primary point of contact for premium clients, ensuring seamless execution of benefits, resolving any issues and creating memorable experiences that strengthen client loyalty.

To be successful in this role you will possess strong communication skills, attention to detail, a deep understanding of premium hospitality and the ability to close high-value deals in a competitive marketplace. You must be a proactive relationship builder with a passion for delivering white-glove service, exceeding client expectations and driving renewal revenue.

Core Values

• Integrity
• Teamwork
• Competitiveness
• Candor
• Accountability
• Resilience

Essential Duties & Responsibilities

• Serve as the primary liaison for premium suite owners, club seat holders and VIP clients, ensuring an exceptional service experience.
• Proactively build and maintain relationships with high-net-worth individuals, corporate executives and key stakeholders to drive renewals and long-term engagement.
• Execute personalized client touchpoints, including check-ins, hospitality events, gifting programs and exclusive experiences to enhance client satisfaction.
• Organize and execute exclusive member events, such as VIP meet-and-greets, behind-the-scenes tours and premium appreciation nights.
• Assist in planning and executing premium gameday activations to enhance the in-venue experience.
• Oversee renewal processes for premium seat and suite leases, strategically identifying opportunities to upsell or extend agreements.
• Generate new business revenue year over year, either from current book of business or self-prospected leads.
• Provide on-site concierge service during games and events, ensuring that premium clients' needs are met seamlessly.
• Handle premium client issues with professionalism and efficiency, ensuring timely resolutions and a high standard of service.
• Communicate important information regarding premium benefits, upcoming events, parking, catering and other hospitality services in a timely and effective manner.
• Work closely with the premium sales team to identify new opportunities within existing accounts and assist in referrals for new business.
• Collaborate with internal departments, including food & beverage, ticketing, corporate partnerships, and game operations, to deliver a first-class premium experience.
• Maintain an accurate and updated CRM database, tracking client interactions, feedback, and service requests.
• Work nights, weekends and holidays as required to support events and maintain strong client relationships.
• Perform other duties and responsibilities as assigned to support the overall premium service strategy.

Required Skills, Experience and Abilities

To perform the job successfully, you will have or demonstrate the following skills and abilities

• Bachelor's degree in Sports Management, Hospitality, Business, or a related field preferred.
• 2-3 years of experience in premium service, VIP hospitality or high-end client relations in sports, entertainment or luxury hospitality.
• In-depth knowledge of premium hospitality, ticketing and event operations in sports or entertainment venues.
• Strong relationship-building skills with a customer-first approach, capable of engaging with executives and affluent clientele.
• Exceptional verbal and written communication skills, with the ability to personalize interactions and provide proactive solutions.
• Detail-oriented with excellent organizational and time-management skills to manage multiple accounts.
• High-energy, self-motivated sales professional with a passion for driving revenue.
• Strong negotiation skills and the ability to highlight the value of premium experiences.
• Effective problem-solving abilities in fast-paced, high-pressure environments.
• Commitment to delivering a white-glove service experience that drives client satisfaction and retention.
• Proficiency in CRM software (Salesforce, Archtics or similar) for managing client information and tracking interactions.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on event schedules.

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.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.