Senior Client Experience Lead - Premium Client Experience

The Senior Client Experience Lead, Premium Client Experience manages relationships with LA28 Olympic and Paralympic Games and Super Bowl suite clients, ensuring a seamless, personalised experience from purchase and onboarding through to on-site event delivery and post-event follow-up. Reporting to the Senior Manager, Premium Client Experience, the role combines proactive account management, client relationship development and hands-on operational delivery. The successful candidate acts as a key point of contact for an assigned portfolio of clients, coordinating requirements, managing communications and overseeing fulfilment in close collaboration with internal teams and external partners.

• Manage day-to-day relationships with an assigned portfolio of premium suite clients, acting as a trusted and consistent point of contact and building strong relationships by understanding individual requirements, preferences and expectations.
• Oversee the client journey from onboarding through to event delivery and post-event follow-up.
• Proactively manage client communications, enquiries, requests and outstanding actions, ensuring timely resolution.
• Coordinate hospitality and suite requirements, ticketing, guest information and other client deliverables, anticipating client needs and resolving issues in collaboration with relevant Functional Areas.
• Provide hands-on, client-facing support during the LA28 Olympic & Paralympic Games and Super Bowl events, ensuring the successful delivery of premium suite and hospitality experiences.
• Act as the on-site contact for premium and suite clients where required, taking ownership of live client requests and issues, coordinating timely resolutions and escalating where appropriate.
• Support event readiness, site visits, operational briefings and pre-event checks, and gather client feedback with post-event follow-up to support continuous improvement.
• Maintain accurate client account records, preferences, communications and outstanding actions within approved CRM and operational systems, tracking requirements, deadlines and fulfilment activities to keep accounts event-ready.
• Work closely with Sales, Premium Client Experience, Operations and other internal teams to ensure a coordinated approach to client delivery, with client commitments clearly communicated and aligned to agreed products, inclusions and operational capabilities.
• Contribute to reporting, process improvements and consistent service standards across the premium client portfolio.
• Work flexibly across event periods, including evenings and weekends as required.

• Experience in account management, client services, customer relationship management or a similar client-facing role.
• Strong relationship management skills, with the ability to manage multiple clients and competing priorities.
• Excellent communication, organisation and attention to detail.
• A proactive approach to client ownership, problem-solving and stakeholder coordination.
• Confidence using CRM, ticketing or client management systems.
• Ability to manage client expectations and resolve issues professionally under pressure.
• Willingness to provide hands-on support at live events, including extended hours and weekends.
• Client-focused, polished and naturally service-oriented.
• Proactive, dependable and comfortable taking ownership.
• Discreet and trusted when handling confidential or sensitive information.
• Flexible and resilient, with the ability to remain composed in a live event environment.
• Collaborative and willing to support the wider team.
• Curious and improvement-minded, with a practical approach to solving problems.
• Comfortable balancing high-touch personal service with accurate administration and process discipline.

• Experience supporting VIP, corporate hospitality, premium suite or high-net-worth clients.
• Background in sports, entertainment, luxury hospitality or major events.
• Experience coordinating ticketing, hospitality, accreditation, transport or venue operations.

• Health care
• Retirement provision
• Vacation and other paid time off
• Short- and long-term incentives, as applicable
• Growth and developmental opportunities
• Additional offerings as part of a locally competitive rewards package

On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company that owns UFC, WWE and PBR, whose properties together reach 1 billion households across 210 countries and territories and organise more than 500 live events year-round.