Manager, Premium Service

Manager, Premium Service

Player 15 Group Headquarters

Phoenix, AZ

Job Summary:

Player 15 Group – the sports & entertainment company behind the Phoenix Suns (NBA), Phoenix Mercury (WNBA), Valley Suns (G League), and Mortgage Matchup Center — is redefining the industry standard. Headquartered in downtown Phoenix and engaging fans across the world, Player 15 Group is driven by possibility, innovation, and the desire to create memorable moments for our fans and community.

Our culture is anchored in purpose-driven leadership and fueled by individuals who bring passion, creativity, and vision to everything they do. We challenge convention, amplify voices, and create experiences that resonate well beyond the final buzzer. This is where talent meets purpose and bold ideas become reality.

We are seeking an experienced and motivated Manager, Premium Service to join our team. The Manager, Premium Service leads the Premium Service team in delivering world-class experiences for Premium Season Ticket Members through exceptional service, engagement, and relationship management. Reporting to the Vice President, Membership Service, this role drives renewals, revenue growth, and member satisfaction by implementing creative campaigns, leveraging upsell and cross-sell opportunities, and integrating member feedback into business strategies. The Manager develops team capabilities through coaching and sales training, promotes a culture of excellence and accountability, and plays a key role in advancing new initiatives that enhance the overall membership experience and drive long-term loyalty.

What You Will Do:

Ensure World-Class Service While Driving Revenue Opportunities

• Provide world-class service and build meaningful relationships with Phoenix Suns Premium Season Ticket Members.
• Design and execute engagement strategies that elevate the overall SixthMan Member experience.
• Respond to member needs and concerns promptly and professionally to ensure exceptional satisfaction and loyalty.
• Create personalized outreach and campaigns that deliver added value and strengthen member connections.
• Utilize data-driven insights to shape retention initiatives and achieve consistent year-over-year renewal growth.
• Identify and capitalize on opportunities to increase revenue through strategic upselling, cross-selling, and member referrals.

Performance Management

• Establish clear goals and performance expectations for the Premium Service team that align with organizational priorities.
• Track and evaluate team success through key performance indicators (KPIs), making strategic adjustments to optimize results.
• Ensure all member interactions, sales efforts, and service updates are accurately documented within CRM systems.
• Maintain organized and up-to-date records to enable effective, data-driven decision-making.
• Review performance reports regularly to measure progress, uncover insights, and refine action plans.
• Recognize and celebrate high performers while implementing targeted development plans for team members needing additional support.
• Deliver consistent, hands-on coaching focused on enhancing sales effectiveness, service quality, and relationship-building skills.
• Lead regular one-on-one meetings and team training sessions that promote accountability and professional development.
• Foster a culture of continuous improvement, innovation, and collaboration through knowledge sharing and best practices.

Collaboration and Leadership

• Collaborate cross-functionally with departments such as Sales, Marketing, and Game Operations to elevate the Premium Member experience.
• Act as the primary liaison between members and the organization, championing member feedback and advocating for their needs.
• Lead by example to cultivate a positive, team-focused culture centered on service excellence, collaboration, and performanc

Game Day and Event Responsibilities

• Oversee the Premium Service team’s execution of game day and event duties.
• Host and engage with members at games, events, and activations to strengthen relationships.
• Support special projects, exclusive member experiences, and organizational initiatives.

Additional Responsibilities

• Perform all other duties as assigned.

Experience/ Education Requirements:

• Bachelor’s degree in business, marketing, sports management, or a related field from an accredited institution.

• 3-5 years of dedicated service account management experience within the sports and entertainment industry.
• 1 year of people managerial sales and/or service experience specifically within the sports and entertainment industry.

What You Can Expect:

The work environment characteristics described here are representative of those that must be met by the Manager, Premium Service to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transit throughout the arena for long periods of time.
• This position works mainly indoors, removed from extreme weather; exposure to weather is <5%
• S-Sedentary Work – Exerting up to 10 pounds of force occasionally.
• Must be able to carry on a conversation both on the phone and in-person.
• Ability to Read, Write & Speak in English
• Wide range of full-time benefit options including
• Medical, Dental and Vision coverages
• Life and Disability options
• Vacation, sick and holiday leave programs
• Perks:
• Discounts at Fanatics Team Shop
• Tickets available for Phoenix Suns and Phoenix Mercury games
• Visit our Culture page to learn more about our culture and work environment

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at recruiting@suns.com

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.