Managing Director of Revenue and Customer Experience

Department: Revenue and Customer Experience
Reports to: Chief Executive Officer (CEO)
Direct Reports: Director of Sales & Development, Marketing & Communications Director, Event Services Director, Sr. Manager of Guest Experience
Location: Detroit, Michigan

Position Overview:

The Managing Director of Revenue and Customer Experience, will lead the sales, marketing, communications, and event experience efforts for one of the region’s premier convention centers. This role is responsible for driving revenue through event sales, digital asset monetization, strategic partnerships and event services, while also overseeing customer experience and the public-facing image of the venue.

You will build and manage a talented team and be accountable for developing innovative strategies and incentives to grow building revenue, monetize the center’s physical and digital advertising assets, secure commercial partnerships, negotiate naming rights and ensure best in class customer experience. As an official media contact, you will also manage the center’s public relations and ensure that all communications reinforce the center's reputation for excellence. By fostering a positive, collaborative work environment, you will ensure that the center remains a top choice for economically significant regional, national and international events.

Key Responsibilities:

• Strategic Leadership:
  • Develop and execute a comprehensive strategy that maximizes building revenue, monetizes assets including digital inventory, commercial partnerships, naming rights, and strengthens the center’s market presence while ensuring a best-in-class customer experience.
  • Lead integrated marketing and sales campaigns that position the venue as a leader in the event space and attract high-profile customers.
  • Cultivate a team-oriented culture that encourages creativity, collaboration, and a customer-first approach.

• Revenue Growth & Digital Asset Development:
  • Identify and capitalize on opportunities to monetize digital asset inventory, including online advertising, displays, virtual event services, and digital sponsorship packages.
  • Lead initiatives to secure high-value naming rights and long-term commercial partnership agreements, enhancing the financial sustainability of the venue.
  • Collaborate with sales, marketing and event service teams to annual review and develop pricing for rental, services, and packages for commercial partnerships, and advertising.
• Public relations and media management:
  • Serve as an official media contact, managing public relations and external communications.
  • Develop proactive media strategies to promote key events, initiatives, and partnerships, ensuring positive press coverage and community engagement.
  • Handle media inquiries, crisis communications, and public announcements, reinforcing the center’s reputation and brand integrity.
• Event Sales & Customer Experience:
  • Lead the Sales team to maximize revenue and event bookings, focusing on convention, meeting, corporate, social, and community events that align with the venue’s strategic goals to have a positive economic impact on the state and region.
  • Ensure that customers are provided with exceptional service at every stage of the event process, from initial inquiry through event execution and follow-up.
  • Lead the strategic relationship with Visit Detroit and other key clients and venue stakeholders. Responsible for leading the relationship with the Customer Advisory Board.
  • Work with the Marketing team to develop client-focused campaigns and tailored messaging that increase bookings and long-term partnerships. Additionally, engage event marketing efforts that boost overall event attendance and attendee driven revenues for consumer shows.
  • Monitor survey feedback to assess customer satisfaction, identify improvement areas, and ensure the venue remains competitive in achieving industry-leading results.

• Team Leadership:
  • Develop annual performance-based incentive plans for sales and business development teams for CEO approval.
  • Provide leadership and mentorship to direct reports ensuring that their efforts align with the overall strategy.
  • Foster a culture of inclusivity, teamwork, and professional growth, empowering the team to innovate and exceed performance goals.
  • Set clear performance expectations for the team and ensure accountability for revenue and client satisfaction targets.
• Digital Strategy & Innovation:
  • Drive the development and optimization of the center’s digital platforms, including website, displays, social media, and online marketing channels, to increas