This role is located on site in Broken Arrow, OK
Who We Are
At VENU, we understand that our success is built upon the dedication, expertise, and enthusiasm of our employees. Our commitment to delivering world-class guest experiences and maintaining the highest standards of quality sets us apart in an ever-evolving industry.
VENU is an expanding hospitality and entertainment company based in Colorado Springs, Colorado, with operating locations in Colorado and Georgia, boasting a diverse portfolio including Bourbon Brothers Smokehouse and Tavern, The Hall at Bourbon Brothers, Ford Amphitheater, the Sunset Hospitality Collection, and the highly anticipated Roth’s Sea & Steak. We seek to gather people in a comfortable setting to enjoy great company around delicious food and iconic music. We are in the process of expanding into multiple markets, including Texas and Oklahoma.
VENU is unlike any other hospitality or entertainment company in the world. We take our commitment to excellence and delivering the ultimate fan and artist experience very seriously and aim to express that driving purpose in every aspect of the venues and campuses we build across the country.
As one of the most sought-after entertainment companies in the U.S., municipalities and state governments regularly solicit our offerings and support our initiatives. They know that VENU has the skill and capability to deliver world-class experiences with an unmatched level of quality and professionalism.
Who You Are
The Premium Services Manager leads the day-to-day execution and commercial performance of Premium Services at the venue. The position is accountable for premium ticketing and sales, CRM management, pricing and inventory strategy, financial reporting, premium client relationships, event execution, night-of-show revenue generation, and the overall premium guest experience.
This role serves as the primary on-site contact for investors, premium buyers, suite and club ticket holders, VIP guests, and other premium stakeholders. The manager partners closely with Ticketing, Box Office, Guest Services, Food & Beverage, Security, Operations, Sales, Marketing, Accounting, and corporate teams to deliver seamless events and maximize the performance of the premium business.
What You Are Accountable For
Premium Ticketing, Sales & Revenue Management
- Manage venue-level premium inventory and sales, including suites, clubs, VIP areas, premium seating, parking, hospitality experiences, and other premium products.
- Drive the sale of available premium inventory for concerts, events, and private bookings while identifying opportunities to increase revenue, utilization, and sell-through.
- Maintain current knowledge of inventory, availability, pricing, holds, releases, allocations, sales pace, and event-level performance.
- Oversee accurate and timely ticket fulfillment and distribution for investors, premium buyers, VIP guests, and designated stakeholders.
- Support renewals, upgrades, additional purchases, packages, promotions, and other revenue-generating initiatives.
- Actively prospect for new premium business and expand relationships with existing clients.
Dynamic Pricing & Inventory Yield Management
- Develop and manage event-level premium pricing strategies using demand, inventory, sales pace, market conditions, historical performance, buyer behavior, and time remaining before each event.
- Monitor sales velocity and inventory aging and recommend or implement pricing, promotional, upgrade, and inventory-release strategies.
- Balance revenue optimization with premium positioning, customer value, inventory utilization, and the guest experience.
- Measure the impact of pricing and promotional decisions and provide post-event analysis and recommendations.
CRM Management & Premium Client Development
- Own the venue-level Premium Services CRM and maintain accurate, complete, current, and appropriately documented client and prospect records.
- Manage the customer lifecycle, including prospecting, lead management, sales activity, onboarding, client preferences, service issues, additional purchases, renewals, upgrades, and retention opportunities.
- Maintain a disciplined sales pipeline and use CRM reporting to evaluate activity, expected revenue, conversion, engagement, and retention.
- Ensure qualified leads receive timely follow-up and use client data to support targeted communications, offers, and personalized service.
Night-of-Show Upsells & Premium Activations
- Review unsold inventory before each event and establish products, upgrade opportunities, pricing, messaging, sales locations, and team responsibilities.
- Develop and execute night-of-show upsells and on-site premium sales activations using appropriate guest touchpoints and communication channels.
- Personally engage prospective buyers, provide tours and product information, and assist with purchases when appropriate.
- Capture qualified leads for post-event follow-up and track upgrades, incremental revenue, lead generation, participation, and conversion.
- Maintain a visible on-site presence and refine event-day strategies based on performance.
Financial Management & Business Acumen
- Prepare accurate financial and operational reporting related to premium sales, revenue, inventory, upgrades, pricing, pipeline, and event performance.
- Track results against goals, budgets, forecasts, and event-level expectations and communicate material variances or concerns.
- Reconcile premium sales and ticketing activity with Accounting and maintain appropriate controls over discounts, complimentary inventory, upgrades, refunds, and adjustments.
- Analyze business performance and recommend actions to increase revenue, improve margin and inventory utilization, and strengthen operational efficiency.
Investor & Premium Buyer Experience
- Serve as the primary on-site contact for investors, premium buyers, suite holders, VIP guests, and other key stakeholders.
- Build trusted relationships through proactive communication, responsiveness, personalized service, attention to detail, and consistent follow-through.
- Provide high-touch support throughout onboarding, ticketing, event preparation, event-day service, renewals, additional purchases, and post-event follow-up.
- Resolve client concerns promptly and professionally while protecting the guest experience and long-term relationship.
- Maintain detailed knowledge of premium products, amenities, benefits, policies, pricing, inventory, and venue operations.
Event & Venue Operations
- Lead on-site Premium Services operations before, during, and after concerts, events, and private bookings as required.
- Conduct pre-event walkthroughs to confirm the readiness of premium spaces, signage, access, ticketing, food and beverage service, sales activations, and guest-facing details.
- Coordinate with event-day departments and ensure teams understand premium access, credentials, benefits, upgrade opportunities, and escalation protocols.
- Identify and resolve service, sales, and operational issues and document significant concerns, feedback, leads, and follow-up actions.
- Support investor events, VIP experiences, private bookings, prospect events, and other premium activations.
Premium Team Leadership
- Provide functional, day-to-day leadership to Premium Services team members and assigned event staff.
- Establish service, sales, CRM, and operational expectations and train team members on premium products, pricing, benefits, sales techniques, ticketing procedures, venue policies, upselling, and escalation protocols.
- Coordinate event staffing needs and assignments and foster collaboration across venue departments.
- Model professionalism, urgency, sound judgment, accountability, proactive client engagement, and a hands-on approach.
- Maintain accurate records, communicate event-level sales and activation plans, and support venue openings, system implementations, CRM initiatives, and other assigned projects.
Key Performance Expectations
- Premium revenue performance and achievement of sales goals.
- Inventory utilization, sell-through, average premium price, and revenue yield.
- Effectiveness of pricing and inventory strategies.
- Night-of-show revenue, lead generation, and upgrade conversion.
- Pipeline development, sales activity, and conversion rates.
- Client satisfaction, retention, renewals, additional purchases, and upgrades.
- CRM accuracy, data integrity, and utilization.
- Accuracy and timeliness of ticket fulfillment and financial reporting.
- Quality and consistency of event-day execution and cross-functional collaboration.
Minimum Qualifications
- Three or more years of relevant experience in premium services, ticketing, hospitality, live entertainment, venue operations, sales, revenue management, or a related field.
- Demonstrated experience in premium sales, ticketing, inventory management, pricing, CRM administration, or financial reporting.
- Experience analyzing sales, inventory, pricing, and revenue performance and translating findings into action.
- Proven ability to manage high-value client relationships and deliver exceptional service.
- Proficiency with Microsoft Office, particularly Excel and Outlook.
- Ability to work evenings, weekends, holidays, and extended event-day hours based on the event schedule.
Preferred Qualifications
- Bachelor's degree in business, hospitality, sports management, entertainment management, finance, marketing, sales, or a related field; equivalent relevant experience will be considered.
- Experience in live entertainment, sports, venue operations, luxury hospitality, or another high-touch guest environment.
- Experience using CRM, ticketing, POS, financial-reporting, or venue-management systems.
- Experience managing premium inventory, dynamic pricing, and revenue-yield strategies.
- Demonstrated success prospecting, pursuing, and closing revenue-generating opportunities.
- Experience providing functional leadership to employees or event-day teams.
Knowledge, Skills & Abilities
- Exceptional hospitality and customer-service orientation.
- Strong sales orientation with the ability to recognize, pursue, and convert revenue opportunities.
- Strong business judgment and financial acumen, including knowledge of pricing, inventory management, sales performance, and revenue optimization.
- Ability to analyze sales data and develop actionable pricing and sales strategies.
- Strong CRM discipline and understanding of customer-lifecycle and pipeline management.
- Excellent written and verbal communication skills.
- Strong organization, attention to detail, and ability to manage competing priorities in a fast-paced, event-driven environment.
- Strong problem-solving and conflict-resolution skills, with the ability to remain composed during sensitive or high-pressure situations.
- Ability to build trusted relationships with premium buyers, investors, prospects, executives, vendors, and internal partners.
- Strong ownership, accountability, initiative, and ability to work independently.
- Ability to make sound, real-time business, pricing, service, and operational decisions during events.
- Discretion when handling confidential financial, sales, client, and company information.
Schedule & Work Environment
This position operates within the live entertainment industry and requires significant scheduling flexibility. Regular attendance at concerts, events, and private bookings is an essential function of the role and will routinely include evenings, weekends, holidays, and extended event-day hours.
The position requires regular movement throughout the venue and premium areas, prolonged periods of standing or walking during events, and work in both indoor and outdoor environments, including varying weather conditions. Occasional travel may be required based on company and business needs. The employee must be able to perform the essential functions of the position, with or without reasonable accommodation.
Additional Responsibilities
This job description describes the general nature and level of work performed by individuals assigned to this position and is not an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change based on business needs, venue operations, event schedules, premium program development, and organizational priorities. Additional duties may be assigned when consistent with the scope and level of the position.
Equal Employment Opportunity
VENU complies with all laws prohibiting discrimination against employees and applicants based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, marital status, disability, genetic information, or veterans' status
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
