Director of Luxury Sales & Services

Position Overview

The Director of Luxury Sales & Services will drive high-revenue opportunities for Hornets Sports & Entertainment by developing and executing a strategic sales plan focused on luxury suites, premium seating and VIP experiences for Hornets games and Spectrum Center events. This role will engage premium clients and corporate partners through personalized sales strategies, premium service and exclusive experiences. By building strong client relationships and leading a team of sales and service professionals, the Director will maximize client satisfaction, loyalty and retention while consistently meeting or exceeding revenue goals.

Core Values

HSE embodies the following core values:

• Integrity
• Teamwork
• Competitiveness
• Candor
• Accountability
• Resilience

Essential Duties and Responsibilities

Sales Strategy and Execution

• Develop and execute a strategic sales plan to maximize revenue from luxury suites, premium seating and VIP experiences for all Hornets home games and Spectrum Center events.
• Identify and pursue new business opportunities, focusing on premium area clientele and corporate partners.
• Collaborate with department leadership and Box Office to set sales goals, pricing strategies and identify market trends for Hornets games and Spectrum Center events.

Client Relationship Management

• Cultivate and manage relationships with high-value clients, delivering tailored solutions to meet their business and entertainment needs.
• Design personalized, exclusive experiences for luxury clients to enhance loyalty and increase renewal rates.
• Serve as the primary point of contact for VIP clients, ensuring satisfaction and timely response to inquiries.

Team Leadership and Development

• Lead, mentor and develop a team of luxury sales and service team, setting performance expectations and promoting a culture of excellence.
• Oversee recruiting, onboarding, training and ongoing professional development for luxury sales and services team members.
• Conduct regular performance reviews, coaching and provide constructive feedback.

Event and Experience Coordination

• Collaborate with operations, event management and marketing teams to create unique, high-end experiences for suite holders and premium clients on game days and Spectrum Center events.
• Oversee the execution of exclusive events, such as private meet-and-greets, pre-game VIP receptions and behind-the-scenes tours.

Sales Reporting and Financial Management

• Track sales metrics and develop regular reports to monitor progress toward revenue goals and identify growth opportunities for both Hornets games and Spectrum Center events.
• Prepare and manage the luxury sales and service budget, including forecasting and expense tracking.
• Conduct regular revenue analysis to inform strategies and make data-driven recommendations.

Cross-Department Collaboration

• Work closely with corporate sponsorship, marketing, and operations teams to integrate luxury sales efforts with broader organizational goals.
• Ensure consistent branding, messaging, and service standards across all luxury sales channels.

Required Skills, Experience, and Abilities

To perform the job successfully, you should demonstrate the following competencies associated with the essential functions of this job.

• A minimum of five years in luxury sales or premium services, with at least two years in a leadership role.
• Bachelor’s degree in business, Marketing, or a related field; an advanced degree is preferred.
• Deep understanding of the luxury market landscape, including trends, customer behaviors and competitive dynamics.
• Knowledge of sales planning, revenue optimization and strategic pricing for luxury goods and services and proven record for meeting or exceeding sales targets.
• Comprehensive knowledge of customer relationship management (CRM) systems and ability to analyze data to make informed decisions and refine strategies for high-end customer base.
• Skill in managing and mentoring a team to deliver consistent, high-quality service.
• Exceptional ability to build and nurture relationships with high-net-worth individuals, corporate partners and across HSE.
• High emotional intelligence to effectively manage relationships and meet the nuanced client needs, anticipate concerns and resolve issues in a way that enhances the luxury experience.
• Presents self in professional manner and have ability to interact with all levels of organization and outside contacts.
• Excellent verbal and written communication skills; ability to flex style as needed.
• Innovative and strategic thinker with a passion for the entertainment industry.
• Ability to work in a fast-paced, dynamic environment.
• Able to work a flexible schedule including evenings, weekends and holidays

Additional Information

This is a full-time, benefit-eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.

HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered.

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