MANAGER OF SUITE SERVICE

Position: Manager of Suite Service

Department: Suite Sales & Service

Reports To: Director of Suite Sales & Service

Manages People: Yes

About the Role

The Chicago Bears are seeking a skilled leader with expertise in hospitality, client service, and event management to join our Suite Sales & Service Department. The Manager of Suite Service focuses on client retention, engagement, and activation while overseeing service operations and team management. This role will teach, lead, and manage our Service Coordinators, while maintaining a close working relationship with the Director of Suite Sales & Service. This position is a unique opportunity to lead a dedicated team and deliver exceptional experiences for Chicago Bears suite and skyline partners. This role works out the Bears downtown offices (123 N. Wacker Drive, Chicago) and will require working all Bears home games plus nights and weekends as necessary.

Who We Are

As one of the founding franchises of the NFL, family is the core of who we are. We believe every person matters and we can collectively achieve success through our values of respect, championship mindset, community, and perseverance. We're different from other companies, as our vision is to be "one of one". We strive to be a championship football organization that consistently performs at a level of excellence on and off the field Our people represent a vast array of cultural backgrounds, human experiences and perspectives and we believe they, collectively and as authentic individuals, are our greatest resource. Our working environment is one where your talent and contributions are valued by the organization and the community.

Responsibilities

Client/Account Management

• Lead all client service initiatives including client communication, account management, and customer quality control scenarios.
• Conceptualize, plan, and execute revenue-driven initiatives that will support organizational and team objectives.
• Organize, plan, and execute a year-round retention and engagement program for suite and skyline partners.
• Organize, plan, and execute every contractual benefit of suite and skyline customers.
• Effectively and efficiently communicate with clients, staff, and leadership around key service projects, initiatives, and results.
• Deepen relationships with every suite and skyline partner.
• Collaborate with internal stakeholders to lead key projects around suite retention and revenue growth.
• Manage the fulfillment and activation process for every suite and skyline customer utilizing CRM and Ticketing software.
• Execute and analyze customer surveying throughout the year to influence strategy and decision-making.
• Organize, track, and manage account relationships and activity in CRM, including accurate and thorough daily records.
• Organize, plan, and execute annual invoice process for existing suite and skyline partners.

Event & Gameday Management

• Manage gameday operations related to all product lines under Suite Sales & Service. This includes setup and closing of premium areas at Soldier Field, while supervising suite gameday staff.
• Lead and collaborate with vendors at Soldier Field to continuously improve and execute a best-in-class gameday experience.
• Lead, organize, and execute access to third party events at Soldier Field on behalf of suite and skyline partners.
• Lead, plan, organize, and execute Bears tentpole events, with an emphasis on VIP activations.
• Collaborate with the Partnership Activation team on special events, trips, and activations for suite partners.

People Management

• Oversee the development of Suite Service Coordinators by providing management and support year-round.
• Oversee gameday staff including recruiting, interviewing, hiring, and gameday and event schedule coordination.
• Provide constructive performance feedback in both a formal and informal setting including frequent communication, goal setting and monitoring, as well as assistance with various internal and external needs.
• Identify and share best practices for client management in the sports industry and beyond, have a passion for continuous improvement, learning, and professional growth.

Departmental Support

• Manage, track, and help organize departmental operating budget with the Director of Suite Sales & Service.
• Collaborate with the sales team for account management updates and sales opportunities with existing clientele.
• Consistently create customer-service and revenue driving solutions through customer feedback, data, and team feedback.
• Proactively business plan and create service and retention solutions that positively impact team and company objectives.
• Network, learn, and apply the applicable industry best practices that help maintain best-in-class standards in premium service.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in business, Hospitality, Marketing, Sports Management or related field.
• Minimum of 5 years of relevant experience in sports/entertainment hospitality, events, or marketing. Client management experience required.
• Possess a passion for developing staff. People management experience preferred.
• Proficient in Microsoft Office programs, CRM Dynamics, and Archtics.
• Superior customer service skills and the ability to think proactively about client needs through strategic thinking.
• Exceptional communication and relationship-building skills. Ability to communicate to various levels internally as well as externally.
• Attention to detail is crucial to achieve success in this role.
• Excels in time management, organized planning, and critical thinking skills.
• Ability to thrive in fast-paced environments, meet deadlines, and adapt to diverse situations.
• Able to work non-traditional hours, in non-traditional settings, including weekends, evenings, and holidays.

What We Offer

We remain committed to upholding the standard of being a first-class organization and employer of choice. Our goal is to provide quality support and a diverse, equitable, and inclusive environment for our most important resource, our people.

COMPETITIVE INDUSTRY PAY

The Manager of Suite Service is a full-time non-contract position. This position is a salaried (exempt) role. The expected salary range for this role is $80,000 - $90,000/per year plus an annual team-based performance bonus. Exact compensation may vary based on skills, experience, and other job-related factors.

BENEFITS & PERKS

Our full-time offerings include but are not limited to:

• Core Coverage: 100% paid premium for healthcare and dental coverage, affordable vision offerings, 100% paid premium for disability and employee life insurance coverage, paid FMLA (including paid paternity leave)
• Investments: employer paid pension plan, 401K with matching
• Flexible Work Location: Up to 2 days a week of remote work (role dependent)
• Time to Recharge: Minimum of 10 paid vacation days, 5 paid sick/mental health days, 4 paid floating holidays, 2 paid days to volunteer, 2 paid days to volunteer, plus 10 paid holidays
• Experiences: complimentary home game tickets & parking, ability to buy tickets to away games and fan events
• Gear: yearly Bears gear package plus 50% off at the Bears Pro Shop
• Wellness: FREE breakfast, lunch, snacks and drinks, access to onsite fitness facilities and BearsFit, complimentary Calm app access
• Connection: Social events for staff and their families, Employee Resource Groups, Service Milestones, and more
• Professional Development: complimentary LinkedIn Learning access, leadership programming, guest speakers, mentorship, and more

Additional information on employee benefits can be found by visiting www.ChicagoBears.com/jobs.

Our Commitment to Diversity, Equity & Inclusion

The Chicago Bears organization continues to deepen its commitment to establishing an inclusive, equitable work environment that reflects the diversity within our communities and fan base. We value, respect and appreciate diversity at all levels, on and off the field, and are guided by a vision of success that includes integrating diversity, equity, and inclusion into our club's DNA and culture. The Chicago Bears seek to attract, retain and develop top talent, regardless of personal characteristics, and we invite and encourage all individuals to apply for positions of interest.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Chicago Bears Football Club, Inc. is an Equal Opportunity Employer.