Manager, Premium Client Service

Role Overview

The Miami HEAT Premium Service team is looking for a Manager, Premium Client Service to support premium account relationships and serve as the main connection point between assigned clients and The HEAT Group. This position is focused on delivering top-tier service, making sure all contract commitments are met, and identifying opportunities to grow revenue through existing accounts and internal partnerships.

Key Duties

• Take ownership of all contract-related responsibilities for assigned accounts.
• Keep contract records current, including all supporting correspondence and documentation.
• Hold regular meetings with client accounts.
• Act as the point of contact for internal teams such as Box Office, Enterprises, Basketball Operations, Security, and others as needed.
• Support account renewal efforts.
• Monitor spending against approved budgets.
• Prepare and maintain expense reports.
• Help develop and roll out the Operations Manual for the Premium Services department.
• Coordinate with internal HEAT Group partners such as CSC, Pritchard, Levy Restaurants, and similar teams.
• Meet regularly with department colleagues to align on direction, communication, and updates.
• Represent the Sales Division at private and corporate events.
• Draft reports and summaries for the Senior Director when requested.
• Oversee all part-time staffing activities, including recruiting, hiring, onboarding, training, scheduling, attendance tracking, and payroll approvals.
• Lead event and premium service workforce operations, ensuring coverage, service quality, and collaboration with HR, Payroll, Security, Operations, and leadership teams.
• Support employee performance and engagement through coaching, recognition, performance management, and continuous development to help deliver outstanding guest experiences.

Education and Experience

A bachelor’s degree from an accredited college or technical school, or an equivalent combination of education and relevant experience, is preferred. Candidates with at least one year of related experience and/or training, or an equivalent background, may also be considered.

Equal Opportunity Statement

All qualified applicants will be considered without regard to race, color, religion, sex, gender identity or expression, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship, veteran status, or any other status protected by applicable federal, state, or local law. The organization is an equal opportunity employer and maintains a drug-free workplace.