Senior Client Experience Lead - Premium Client Experience

Who We Are:

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, FIFA World Cup 2026, Super Bowl, NCAA Final Four, and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (the Milano Cortina 2026 and Los Angeles 2028 Olympic Games), FIFA, NFL, NCAA, UFC, WWE, and PGA of America, the company also owns and operates a number of its own unique experiences. On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company. TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company. TKO owns iconic properties including UFC, the world’s premier mixed martial arts organization; WWE, the global leader in sports entertainment; and PBR, the world’s premier bull riding organization. Together, these properties reach 1 billion households across 210 countries and territories and organize more than 500 live events year-round, attracting more than three million fans. TKO also services and partners with major sports rights holders through IMG, an industry-leading global sports marketing agency; and On Location, a global leader in premium experiential hospitality.

Role purpose

The Senior Client Experience Lead, Premium Client Experience will manage 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, this role combines proactive account management, client relationship development and hands-on operational delivery. Acting as a key point of contact for an assigned portfolio of clients, the successful candidate will coordinate requirements, manage communications, oversee fulfilment and work closely with internal teams and external partners to deliver exceptional premium experiences.

Key responsibilities

Account and client management

• Manage day-to-day relationships with an assigned portfolio of premium suite clients, acting as a trusted and consistent point of contact.
• Build strong client 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.
• Anticipate client needs, manage expectations and resolve issues in collaboration with relevant Functional Areas.
• Support client satisfaction and relationship development through enhanced, pro-active and high-quality support.

On-site client and event delivery

• 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.
• Where required, act as the on-site contact for premium and suite clients, taking ownership of live client requests and issues, coordinating timely resolutions and escalating where appropriate.
• Support event readiness, site visits (if required), operational briefings and pre-event checks.
• Gather client feedback and manage post-event follow-up to support continuous improvement.
• Work flexibly across event periods, including evenings and weekends as required.

Systems and stakeholder coordination

• Maintain accurate client account records, preferences, communications and outstanding actions within approved CRM and operational systems.
• Track client requirements, deadlines and fulfilment activities to ensure accounts are event-ready.
• Work closely with Sales, Premium Client Experience, Operations and other internal teams to ensure a coordinated approach to client delivery.
• Ensure client commitments are clearly communicated and aligned with agreed products, inclusions and operational capabilities.
• Contribute to reporting, process improvements and consistent service standards across the premium client portfolio.

Candidate profile

Essential experience and skills

• 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.

Desirable experience

• 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.

Personal attributes

• 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.
  

Per local requirements and in the interest of transparency, the hourly rate shown below reflects the prevalent current hiring range for this position. Hiring pay rates are based on a number of factors, including location and may vary depending on job-related qualifications, knowledge, skills and experience. The company strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, growth and developmental opportunities, and robust benefits, such as health care, retirement, vacation and other paid time off, and additional offerings.

Hiring Rate Minimum:

$60,750 annually (minimum will not fall below the applicable State/local minimum salary thresholds)

Hiring Rate Maximum:

$81,000 annually

TKO is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding non-discrimination in employment. TKO makes employment decisions based on merit and qualifications, without considering an employee’s or applicant’s race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other basis prohibited under federal, state or local laws governing non-discrimination in employment in every location in which the Company has facilities. TKO also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state or local laws. For information about Privacy and Information Security for TKO employment candidates, please review our Privacy Policy. For information regarding Terms of Use for this and other TKO websites, please review our Terms of Use.