Our mission at the Minnesota Vikings is to Advance the Vikings legacy through the passionate pursuit of excellence.
We strive to achieve, we put the team first, we seek to learn, we exhibit high character, and we are committed to a diverse, equitable and inclusive environment.
SUMMARY: The Director of Premium & Guest Experience is responsible for defining and delivering a best-in-class, relationship-driven hospitality strategy across every premium and guest touchpoint. This role sets the vision and drives execution of the end-to-end experience across game day and year-round environments, ensuring a seamless, elevated, and differentiated service and experience at U.S. Bank Stadium and TCO Performance Center.
This leader owns the strategy, standards, and outcomes that connect experience design to business impact, including collaboration on retention, renewals, satisfaction, revenue growth, and League performance metrics. They bring a clear point of view on what exceptional looks like and translate that vision into scalable systems, consistent execution, and measurable results.
With strong business acumen and a focus on relationship management, this role aligns cross-functional teams, elevates service culture, and builds the capabilities needed to deliver at a high level consistently. They anticipate evolving guest expectations and industry trends, ensuring the organization stays ahead while maintaining operational excellence.
Equally important, this leader develops and inspires a high-performing team, establishing clear expectations, accountability, and a culture grounded in continuous improvement and ownership.
This role defines what “first, best, only” looks like in premium and guest experience and hospitality.
ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
This position is responsible for, but not limited to, shaping and delivering a best-in-class premium and guest experience through clear strategy, elevated service standards, and seamless execution across all touchpoints. Specifics include:
- Lead, coach, and develop a high-performing Premium and Guest Experience team, establishing clear goals, accountability, and ownership while building capabilities in experience design, service excellence, relationship management, and leadership.
- Define and evolve the end-to-end premium and guest experience strategy, aligning efforts with organizational priorities and driving outcomes across retention, renewals, revenue growth, guest satisfaction, and League rankings.
- Lead the strategy and execution of the premium client and guest journey from pre-event through post-event engagement, ensuring experiences are intentional, scalable, and consistently delivered at a high standard year-round.
- Develop differentiated engagement strategies across client tiers to strengthen relationships, increase satisfaction, and maximize long-term value.
- Define and operationalize service standards, training programs, performance metrics, and feedback systems that foster a culture of service excellence and continuous improvement.
- Partner with internal departments, stadium partners, and vendors to drive alignment, influence decision-making, and deliver seamless execution across all premium and guest experience touchpoints.
- Establish and monitor key performance indicators (KPIs), leverage data and insights to inform strategic decisions, and manage budgets to ensure achievement of business objectives and efficient resource allocation.
- Oversee readiness and execution across game days and year-round events, ensuring premium spaces, staffing, training, and service delivery consistently meet established standards.
- Stay ahead of industry trends, identify opportunities to enhance the guest experience, and leverage technology, CRM platforms, and analytics tools to improve effectiveness and efficiency.
- Represent the organization at games, special events, industry conferences, and client engagements while supporting sales initiatives, strategic planning, and executive alignment to drive organizational growth and business success.
Qualifications:
- 8+ years of experience in hospitality, luxury, premium experiences, or a related field, with a track record of delivering in high-expectation, service-driven environments
- Proven ability to lead and scale high-performing, guest-obsessed teams, setting a high bar for accountability, ownership, and continuous improvement
- Experience designing and executing end-to-end experience strategies, including service standards, engagement models, and multi-touchpoint journeys
- Strong business acumen, with a demonstrated ability to connect experience to measurable outcomes including retention, renewals, revenue growth, and guest satisfaction
- Advanced analytical and problem-solving skills, with the ability to leverage data, CRM platforms (i.e. KORE), project management software (i.e. Wrike), and insights to inform strategy and drive decisions
- Proven success influencing and aligning senior stakeholders, with exceptional communication and relationship leadership skills
- Experience leading across functions and navigating complex environments, partnering effectively across operations, events, partnerships, and leadership teams
- Demonstrated ownership of budgets and resource allocation, with the ability to prioritize investment and balance performance, risk, and long-term value
- Experience prioritizing effectively and maintaining strong service standards in dynamic, high-volume environments
CONFIDENTIAL REQUIREMENTS: This position may require access to confidential records and information. Confidentiality of the information with which the individual has contact must be maintained.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Ability to sit or stand for long periods of time and
Ability to navigate the stadium and practice facilities to oversee digital and social capture.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Duties will be performed in a standard office setting, at home and away stadiums, and at various community and team events.
The Minnesota Vikings are committed to creating and sustaining a culture for you. Whoever you are, we are an organization that embraces and empowers people of all backgrounds and experiences and incorporates diversity, equity, and inclusion into the foundation of everything we do. We are proud to have a culture that empowers our people to harness their uniqueness to develop their full potential as a contributor to the success of the organization and the communities we serve. The Minnesota Vikings are an equal opportunity employer, and we continue to commit to creating equitable opportunities by ensuring that our place can be anyone’s place.