Job Summary:
The Senior Director, Sales & Service is responsible for strategic leadership, revenue growth, and overall performance of sales and service operations across 313 Presents' portfolio of venues, premium experiences, memberships, and hospitality offerings. This role oversees the development and execution of integrated sales and retention strategies designed to maximize revenue, membership growth, customer lifetime value, venue utilization, and long-term profitability.
Serving as the primary liaison between 313 Presents, Pistons Sports & Entertainment, and Ilitch Sports + Entertainment, the Senior Director, Sales & Service works closely with The Chief Consumer Revenue Officer, Ilitch Sports + Entertainment, and the Chief Revenue Officer, Pistons Sports & Entertainment to ensure alignment across organizations, leverage cross-property selling opportunities, and drive collaboration to maximize organizational revenue and deliver a seamless customer experience.
The Senior Director leads a team of sales leaders, account executives, and service professionals responsible for acquiring, retaining, and growing customer relationships across memberships, premium seating, suites, hospitality products, and live entertainment experiences.
Key Responsibilities:
- Lead the development and execution of strategic sales and service plans to achieve annual and long-term revenue, profitability, membership, and retention objectives.
- Develop and implement strategies that drive sustainable revenue growth while maximizing customer lifetime value and long-term engagement.
- Serve as the primary sales and service liaison between 313 Presents, Pistons Sports & Entertainment, and Ilitch Sports + Entertainment, ensuring alignment of strategy, communication, reporting, and execution across all organizations.
- Build and maintain strong relationships with executive leadership across partner organizations to identify collaborative opportunities, share best practices, and maximize cross-property revenue generation.
- Lead the organization's membership strategy, with a particular focus on growing and retaining recurring revenue products, including Pine Knob memberships, premium seating memberships, suites, hospitality offerings, and other subscription-based products.
- Develop innovative retention, renewal, and customer loyalty initiatives that strengthen customer relationships, improve retention rates, and increase long-term revenue performance.
- Establish and execute a comprehensive cross-selling strategy that leverages the full portfolio of entertainment, premium seating, hospitality, and event assets across 313 Presents, Pistons Sports & Entertainment, and Ilitch Sports + Entertainment.
- Ensure sales and service teams are effectively trained, aligned, and incentivized to sell products and experiences across multiple venues, while delivering consistent and best-in-class customer experience.
- Identify and execute new revenue opportunities, operational efficiencies, strategic partnerships, and business initiatives that drive incremental profitability and organizational growth.
- Collaborate with Booking and Ticket Operations, to manage ticket holds and membership sales forecasts.
- Partner closely with Finance to establish pricing strategies, budgets, forecasts, and annual financial targets while maintaining accountability for performance against established goals.
- Collaborate with Marketing to develop integrated marketing, promotional, and lead-generation strategies that support premium products, memberships, hospitality offerings, and venue utilization goals.
- Establish, monitor, and analyze key performance indicators and business metrics to evaluate performance, identify trends, inform decision-making, and guide strategic adjustments.
- Evaluate and enhance the sales approach by implementing industry-leading standards, processes, technology solutions, and consultative selling methodologies that maximize customer engagement and business results.
- Drive new business acquisition, customer retention, and account growth through the effective use of data, analytics, customer insights, and emerging technologies.
- Develop and manage secondary partner, distribution, and channel strategies tailored to the evolving premium marketplace and the unique dynamics of the Detroit market.
- Act as a senior organizational spokesperson on sales, membership, and revenue-related matters, effectively communicating strategy, performance, and priorities to internal and external stakeholders.
- Foster a culture of high performance, accountability, innovation, collaboration, and continuous improvement aligned with the organization's mission, values, and commitment to excellence.
- Lead, develop, and mentor sales and service leadership teams by establishing clear objectives, assigning accountability, conducting performance evaluations, supporting professional development, and overseeing hiring and workforce planning.
- Ensure exceptional service standards are maintained across all customer touchpoints, creating experiences that drive loyalty, advocacy, and long-term business growth.
Required Knowledge, Skills and Abilities:
- Bachelor’s degree in business, Sports Management, Marketing, Hospitality, Communications, or a related field.
- Minimum of 10 years of progressively responsible leadership experience in sales, revenue generation, customer service, or related disciplines.
- Proven track record of leading high-performing sales and service organizations with responsibility for customer acquisition, retention, and recurring revenue growth.
- Demonstrated success developing and implementing revenue strategies that consistently met or exceeded business objectives.
- Experience leading membership-based businesses, subscription revenue models, premium seating programs, hospitality businesses, or comparable customer relationship-driven operations.
- Proven ability to lead complex, matrixed relationships across multiple business units, venues, brands, and stakeholder groups.
- Strong business acumen with experience managing budgets, forecasting revenue, developing pricing strategies, and driving profitability.
- Exceptional leadership, collaboration, relationship-building, and interpersonal skills with a demonstrated ability to build trust and influence at all organizational levels.
- Outstanding communication and presentation skills with the ability to effectively influence, negotiate, and communicate with executives, partners, customers, and stakeholders.
- Demonstrated ability to leverage data, analytics, and technology to improve performance and drive strategic decision-making.
- Proficiency with CRM platforms, sales technologies, reporting tools, and emerging industry best practices.
Preferred Knowledge, Skills and Abilities:
- Knowledge of the Detroit market and regional business community.
- Experience within entertainment, live events, sports, hospitality, venue management, or related industries.
- Experience leading premium seating, hospitality, membership, or ticketing operations.
- Experience working across multiple venues, brands, or properties with responsibility for integrated revenue generation.
- Success building strategic partnerships and cross-organizational collaboration initiatives.
All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of 313 Presents.
313 Presents is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.
PRIVACY POLICY
