Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

The Director of Premium Service will hire, train, supervise and manage the Premium Service team and is responsible for providing strategy and direction for servicing the needs of Premium Members while being a member of the Senior Leadership Team. This includes relationship building, plus the overall retention and growth of revenue tied to Suites and contracted premium seats at Hamilton Arena both on multi-year agreements and single event rentals. This includes retaining, cultivating, and stewarding companies and individual contract holders. This position will hire, train, supervise and manage the Premium Service team and serve on the Senior Leadership Team.

This role pays an annual salary of $100,000-$125,000 CAD and is bonus eligible.

Benefits for Full-Time roles: Health, Dental and Vision Insurance, Pension matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until August 22, 2025.

• Hire, train, develop, and lead a Premium Service team
• Meet or exceed established monthly and/or yearly revenue goals for contracted revenue, new business, event-by-event sales, early extensions, customer upgrades, and renewals
• Lead by example and apply account management best practices for client retention, with guidance from OVG Premium
• Collaborate with the Director of Premium Sales to ensure alignment of strategy
• Oversee risks and fiduciary responsibilities by analyzing client goals and objectives, proposing new business solutions, and implementing services and products to fulfill needs and objectives
• Oversee overall client servicing process that includes, but is not limited to: contract administration, ticketing fulfillment, client event execution, invoicing and payment plans, special requests, client ticketing needs, and all member communications
• Maintain a proforma to manage contractually obligated income tied to premium seating with the Director of Premium Sales
• Create printed and digital sales collateral to assist in selling premium seating
• Entertain and nurture relationships with clients and prospects through creative means, e.g., networking events, one-on-one dinners/lunches, prospect sampling at shows, seat visits at shows, etc.
• Submit timely reports to management, including weekly and monthly sales revenue reports
• Enter all pertinent prospect and customer information in CRM platform for efficient reporting and historical data purposes
• Maximize relationships with clients to identify new revenue opportunities
• Collaborate with sales team to generate new sales leads
• Design, present and execute annual proposals to existing premium clients and referrals
• Effectively collaborate with venue Finance department to ensure timely annual collections
• Collaborate with industry leaders on best practices within the area of premium sales and service
• Oversee special projects such as: recommendations on client communication, facilitating client research, liaison with external associations, and event planning
• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking throughout the building, long periods of standing

• Bachelor’s degree in a related field or a combination of related education and work experience
• 5-7 years of premium service or related experience preferred
• Minimum of 3 years of managing a staff including hiring, training, and mentoring preferred
• Lead with a one “team” mentality that inspires and energizes staff to do their best while feeling supported
• Professional demeanor and positive attitude with a demonstrated passion for sales
• Competitive, self-motivated, and creative-thinking skills and a team-first attitude
• Excellent written and verbal communication skills; ability to tell the arena’s story to energize staff and clients
• Proficient in MS Office with Salesforce or similar CRM experience - Ticketmaster platform experience preferred
• Ability to work independently and within a team environment 
• Ability to work flexible hours including evenings, weekends, and holidays

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.