JOB TITLE: Manager, Premier Service

DEPARTMENT: Ticket Service

ORGANIZATION: Chicago Cubs

REPORTS TO: Director, Ticket Service

FLSA STATUS: Exempt

COMPENSATION: $80,000 - $90,000 base salary USD and eligible for discretionary sales incentive plan

BEING PART OF THE TEAM

Our business is a team sport that began on a field with baseballs and bats and has evolved into one of the most recognizable brands in sports and entertainment through Cubs baseball and live events. Our success is driven by our people, who work to create and inspire change in an engaging, collaborative and inclusive environment. As a team, we continue to build a culture on and off the field that delivers unforgettable experiences for one another, our fans and community. In support of that effort, we expect associates to work primarily in our office. Are you ready to be part of it?

OUR STORY

THE CHICAGO CUBS FRANCHISE The Chicago Cubs franchise, a charter member of Major League Baseball’s National League since 1876, has won the National League pennant 17 times and was the first team to win back-to-back World Series titles in the 1907 and 1908 seasons. In 2016, the Chicago Cubs made history again when the team won its first World Series in 108 years, ending the longest championship drought in North American sports. Known for its ivy-covered outfield walls, hand-operated scoreboard and famous Marquee, iconic Wrigley Field has been the home of the Chicago Cubs since 1916 and is the second oldest ballpark in Major League Baseball. In 2009, the Ricketts family assumed ownership of the Chicago Cubs and established three main goals for the organization: Win the World Series, Preserve and Improve Wrigley Field, and Be a Good Neighbor.

HOW YOU’LL CONTRIBUTE

The Manager of Premier Service will be responsible for managing the team responsible for providing best-in-class service for our Premier Clients (American Airlines 1914 Club, Maker’s Mark Barrel Room, James Hardie Catalina Club, The W Club powered by Gordon Flesch, eero Club, Suite Holders). As part of this role, the Manager of Premier Service builds strong client relations while also developing and implementing a strategic plan to maintain and grow the Club and Suite business for the Chicago Cubs.

THE DAY-TO-DAY:

• Build and maintain strong relationships with all Premier Clients

• Drive Premier revenue growth through renewals, extensions, and upselling opportunities

• Coach, support, and develop clear performance goals for Premier Service Account Executives

• Develop a service delivery plan including a menu of special events, benefits, gifting, and touchpoints for all Premier Clients

• Conduct club and suite-level visits during home games to ensure service delivery is exceptional

• Communicate with the event security team and Ballpark Operations team to identify efficiencies to improve the guest experience and make sure all necessary information is being shared across teams

• Work with the Levy staff to ensure all Food & Beverage deliverables are being executed flawlessly for our guests and to share guest feedback

• Collaborate cross-functionally with internal stakeholders, including Communications, Integrated Marketing Communications, Marketing, and Ballpark Operations, to prepare collateral for Premier Season Ticket Holders regarding all events being held at Wrigley Field

• Maintain internal CRM tool to log all interactions with Premier Clients and keep all relevant information up to date

• Develop and manage a tailored budget relating to Premier Season Ticket Holder objectives and benefits

• Collaborate with internal stakeholders on refresh design and décor recommendations and implementation of approved additions

• Organize weekly meetings with the Premier Service Account Executive team to keep the team updated on progress and identify areas where improvement may be needed

• Take ownership of challenging Premier Client situations with the ability to see hurdles through to resolution

WHAT YOU’LL BRING:

• Bachelor’s degree

• 5 – 8 years of relevant work experience

• Highly motivated with a pleasant and upbeat attitude

• Excellent oral and written communication skills and strong attention to detail

• Demonstrated customer service skills

• Demonstrated ability in the areas of communication, time management, and organization

• Demonstrated ability to work well within a team environment

• Ability to work non-standard hours, including nights, weekends, and holidays

• Proven ability to multitask and manage projects on strict deadlines

• Proficiency with Excel and Salesforce CRM

• Ability to anticipate clients' needs and proactively find solutions

• Experience successfully creating and managing budgets

WHAT SETS YOU APART:

• Advanced Degree

• Management of a Premium, Suite, or Premier Services Team at a professional or major college arena, stadium, or ballpark

• Passion for baseball, the Chicago Cubs, Wrigley Field, and its unique history

• Self-starter with leadership skills

TOTAL REWARDS: