Director of Premium Experience & Service - McBride Sport : Job Details

Our client is a global leader in the sports industry, driving the success of world-class sporting events. As they continue to grow their brand and deliver memorable experiences, they are seeking a dynamic and experienced Director of Premium Experience & Service to join their team in New York. This senior-level role is critical in shaping the hospitality experience at premier events and ensuring flawless execution of services that enhance the fan, sponsor, and VIP experience. This includes luxury guest experiences, corporate and VIP hospitality, event operations, and ensuring top-tier service across all touchpoints. You will work closely with internal teams and external partners to ensure that hospitality services align with the organisation's brand and standards, while also managing high-profile relationships with corporate sponsors, vendors, and hospitality partners. Key responsibilities include:

• Oversight of the customer service and retention team overseeing hospitality experiences for paying customers.
• Collaborate with internal stakeholders (sales, marketing, operations etc) to align hospitality initiatives & drive customer retention.
• Identify and implement a process for post purchase and pre-event communications.
• Continuously evaluate and enhance hospitality offerings, introducing innovative solutions and experiences to elevate guest satisfaction.
• Develop a client touch point program that is rooted in retention and client growth with ability to show ROI.
• Act as a key point of contact for high-profile clients, VIPs, and sponsors, ensuring their expectations are exceeded and fostering strong, long-term relationships.
• Assist sales team in hosting and delivering client and prospect sales and retention events.
• Collaborate with Insights and Data Team to create process and tracking tool for post-event communication, surveys, and renewals.

We are seeking an experienced premium service professional with a passion for delivering high-end, unforgettable experiences in a fast-paced, global sports environment. The ideal candidate will have:

• Extensive Experience in Event Hospitality: Proven track record in managing large-scale, high-profile hospitality operations, ideally in sports, entertainment, or luxury events.
• Leadership and Team Management: Strong leadership skills with the ability to inspire and manage a team, along with experience collaborating with cross-functional departments.
• Stakeholder and Relationship Management: Experience working with corporate sponsors, VIPs, and high-profile clients, with the ability to build and maintain strong relationships.
• Creativity and Innovation: A forward-thinking approach to hospitality, customer service & retention, with a focus on creating unique and memorable experiences for guests.
• Strong Communication Skills: Excellent interpersonal and communication skills, with the ability to present ideas and solutions effectively to internal teams and external stakeholders.
• Flexibility and Resilience: Ability to thrive in a fast-paced, high-pressure environment, often working under tight deadlines and managing multiple projects simultaneously.

The ideal candidate will c.7+ years of experience in hospitality management/event services, or a related field, with a proven track record in leadership roles and with experience in the sports or entertainment industry is highly desirable.