Sr. Director, Sales & Service

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…