Madison Square Garden Entertainment Corp.
VP Service & Retention
Madison Square Garden Entertainment Corp., Las Vegas, Nevada, us, 89105
Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.
Who are we hiring?
The Vice President, Service & Retention will direct the overall function, planning and implementation of annual license holders, Single events suites, custom events, customer service and retention programs, contact management and day-to-day service delivery for defined Sphere Customers. The role will ensure the highest level of customer satisfaction, engagement, and retention within Sphere. The leadership position requires a strategic thinker with a passion for creating memorable experiences, driving customer loyalty, and optimizing service delivery.
What will you do?
Develop and execute a comprehensive customer experience strategy and plan for annual license holders, Single Events Suites, custom events, and group events, focusing on enhancing satisfaction and loyalty.Work closely with SVP of Commercial Sales and Marketing, VP of Premium, VP of Sales to provide ongoing reports, insights, and analysis to inform retention sales and marketing efforts and thereby maximize renewal efforts and cross sale opportunities.Support the effective up-selling and cross-selling of annual license holders, single event suite clients, custom events, and group events across Sphere products.Design and implement innovative retention programs to increase customer loyalty and repeat business.Oversee end-to-end planning and execution of custom events, and group events to deliver seamless and successful experiences that lead to repeat business.Oversee the development and implementation of service standards and protocols to elevate the overall guest experience.Generate incremental revenues (upsell, VIP sales, partnerships, food and beverage, etc.) via superior customer relationship management efforts.Lead, mentor and inspire a high performing service and retention team. Foster a customer centric culture throughout the organization, emphasizing the importance of exceeding customer expectations.Collaboration with marketing, sales, operations, and other key departments to align service and retention initiatives with business objectives. Build strong relationships with key stakeholders to ensure a coordinated approach to customer satisfaction.Establish KPI’s to measure the success of service and retention initiatives and regularly analyze data and performance metrics to identify areas for improvement and track progress over time.Understand and react appropriately to market trends (e.g. secondary marketplace) and other customer service needs.Implement customer service survey and report for each line of business, develop initiatives to enhance customer satisfaction, retention, and lifetime value.
What do you need to succeed?
Minimum 10 years in the sports/entertainment, ticketing/events/customer service business.Minimum 5 years managing teams, ticketing sales, operations, and events.Minimum 7 years of direct training and managing staff of both experienced and inexperienced customer service specialists.Experience in managing high-level/executive relationships across multiple levels and throughout service teams.Extensive knowledge of premium hospitality and private events.Knowledge of (Archtics) ticketing system and CRM systems.Outstanding service management and organizational skills.Outstanding presentation skills and ability to inspire team performance.Ability to manage multiple simultaneous tasks and related contacts.High level of energy and commitment to service excellence.Excellent verbal and written communication skills.Ability to make presentations to senior management.Experience managing a staff (required); experience managing managers (preferred).Work nontraditional hours including nights, weekends and holidays in addition to regular business hours as needed.
Pay Range
$195,000—$220,000 USD
At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.
We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.
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Who are we hiring?
The Vice President, Service & Retention will direct the overall function, planning and implementation of annual license holders, Single events suites, custom events, customer service and retention programs, contact management and day-to-day service delivery for defined Sphere Customers. The role will ensure the highest level of customer satisfaction, engagement, and retention within Sphere. The leadership position requires a strategic thinker with a passion for creating memorable experiences, driving customer loyalty, and optimizing service delivery.
What will you do?
Develop and execute a comprehensive customer experience strategy and plan for annual license holders, Single Events Suites, custom events, and group events, focusing on enhancing satisfaction and loyalty.Work closely with SVP of Commercial Sales and Marketing, VP of Premium, VP of Sales to provide ongoing reports, insights, and analysis to inform retention sales and marketing efforts and thereby maximize renewal efforts and cross sale opportunities.Support the effective up-selling and cross-selling of annual license holders, single event suite clients, custom events, and group events across Sphere products.Design and implement innovative retention programs to increase customer loyalty and repeat business.Oversee end-to-end planning and execution of custom events, and group events to deliver seamless and successful experiences that lead to repeat business.Oversee the development and implementation of service standards and protocols to elevate the overall guest experience.Generate incremental revenues (upsell, VIP sales, partnerships, food and beverage, etc.) via superior customer relationship management efforts.Lead, mentor and inspire a high performing service and retention team. Foster a customer centric culture throughout the organization, emphasizing the importance of exceeding customer expectations.Collaboration with marketing, sales, operations, and other key departments to align service and retention initiatives with business objectives. Build strong relationships with key stakeholders to ensure a coordinated approach to customer satisfaction.Establish KPI’s to measure the success of service and retention initiatives and regularly analyze data and performance metrics to identify areas for improvement and track progress over time.Understand and react appropriately to market trends (e.g. secondary marketplace) and other customer service needs.Implement customer service survey and report for each line of business, develop initiatives to enhance customer satisfaction, retention, and lifetime value.
What do you need to succeed?
Minimum 10 years in the sports/entertainment, ticketing/events/customer service business.Minimum 5 years managing teams, ticketing sales, operations, and events.Minimum 7 years of direct training and managing staff of both experienced and inexperienced customer service specialists.Experience in managing high-level/executive relationships across multiple levels and throughout service teams.Extensive knowledge of premium hospitality and private events.Knowledge of (Archtics) ticketing system and CRM systems.Outstanding service management and organizational skills.Outstanding presentation skills and ability to inspire team performance.Ability to manage multiple simultaneous tasks and related contacts.High level of energy and commitment to service excellence.Excellent verbal and written communication skills.Ability to make presentations to senior management.Experience managing a staff (required); experience managing managers (preferred).Work nontraditional hours including nights, weekends and holidays in addition to regular business hours as needed.
Pay Range
$195,000—$220,000 USD
At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.
We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.
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