POSITION: Premium Experience Coordinator

LOCATION: San Antonio, TX

HOURS: FT, some evenings, weekends & holidays.

COMPENSATION: $40,000.00 to $45,000.00, Commensurate with experience

ABOUT THE POSITION

Reports to the Director of Sales, Events, and Experiences . Manages the Starlight Suite Membership Program and Premium Experience initiatives to ensure service operations and member acquisition and retention efforts are maximized. Oversees and schedules part-time Premium Experience Ambassadors.

Key measures of performance include tracking and achieving identified sales benchmarks, implementation of innovative initiatives, meeting customer satisfaction in all key areas including communication, coordination, and overall experience.

PEOPLE, PLACES, and THINGS

• Quickly respond, resolve, and proactively anticipate customer challenges, complaints, requests, and inquiries from premium experience clients.
• Responsible for managing customer member profiles using in-house (CRM) system and historical-transaction data.
• Work with Marketing team to utilize data to enhance customer experience and target optimal product offerings.
• Implement strategies for long-term retention through a first-class member experience.
• Oversee retention and renewal of premium memberships and non-premium seating areas to identify accurate product offerings based on guest profiles.
• Manage contract execution, new member onboarding, and guest experience planning & support in conjunction with other departments.
• Entertain and nurture relationships with members and prospective clients through creative means; including but not limited to networking events, speaking engagements, one-on-one meetings, hosting at events, etc.
• Work with Marketing and Ticketing departments to ensure accurate fulfillment, distribution, and management of ticket inventory. Develop collateral material both off and online for premium experience clients.
• Hire, train, schedule, and oversee part-time Premium Experience Ambassadors. Work with part-time staff to ensure a seamless guest experience for Premium Experience patrons during events.
• Work with Facilities team to ensure premium seating areas are maintained, installed and removed, and presentable for premium clientele.
• Work with Food & Beverage department to optimize the overall premium seating experience and lounge and alcove activations.
• Track and report daily, weekly, and monthly service & engagement figures and relevant accountability reports.

EXPERIENCE and SKILLS

• Customer service experience, preferably in live events.
• Experience in account or project management overseeing details and coordination of multiple details with various stakeholders.
• Proficient in budget development and management.
• Proper phone and email etiquette, as this is a very phone and email driven position.

COMPETENCIES

• Excellent communication and presentation skills, both written and oral.
• Strategic business planner with process-driven mindset and attention to detail.

BENEFITS

• Medical, Dental and Vision Insurance
• 401k Match
• Paid Vacation & Holidays

ATG Entertainment: Passion Behind Performance

ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, studio theatres, cinemas, conference spaces, and modern live music arenas. ATG Entertainment own, operate or programme 64 of the world’s most iconic venues across the UK, the US and Germany entertaining over 18 million audience members each year.

Through our in-house Production companies and working closely with top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club , Stranger Things: The First Shadow , Moulin Rouge , The Lion King , Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows.
ATG also owns a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.

ATG Entertainment IDEA Mission Statement

At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone.

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.

At ATG Entertainment, we provide a stage for everyone.