POSITION: Manager of Ticket Sales & Service

DEPARMENT: Ticket Sales & Service

The Manager of Ticket Sales & Service will manage all ticket sales and service staff and operational activities. Reporting to the Vice President of Business Operations, this senior role will be responsible for meeting or exceeding the annual sales goals set forth by senior management as well as assisting with overseeing the sales and customer service activities related to season tickets, partial plans, group tickets, other ticket products and promotions.

RESPONSIBILITIES:

Work with Management team to determine all ticket pricing strategies, renewal timing and sales plans and processes; ensure that strategies maximize revenue and ticket sales opportunities

Overseeing ticket sales operations including: TM Archtics system support, event builds, price codes, ticket promotions, seating plans/maps, direct ticket sales, TM Account Manager, reporting/analysis and providing exceptional customer service

• Assisting with maintenance of accounts relating to ticket/seat upgrade requests, payment plans, seat relocation, auto-renewals, voucher redemptions;
• Execute successful tickets sales initiatives, campaigns and programs designed to increase attendance and revenue. Includes but is not limited to; season members, groups, flex plans, premium seat and corporate partners
• Oversee and implement the Season Membership whereby season ticket member retention and satisfaction exceeds expectations and drives renewals and new business

Responsible for the ticketing teams' leadership, support and performance management to achieve organizational and departmental annual revenue targets

• Use analysis and insight to drive decisions in a way that yields sustained, measurable results and provide performance reports (Ex. Lead generation, sales trends to generate new business leads and ticket sales etc.)

Develop sales techniques and incentives to maximize productivity

Lead the hiring, training and management of all department sales staff and interns

• Sustain and support a strong tickets sales team that continually achieves high productivity and maintains a high standard of professionalism
• Organizing and developing lead lists throughout the season (single ticket buyers, multi-games, pack buyers etc.);
• Responsible for tracking sales activity as well as commission/compensation reporting for ticket department sales staff
• Implement year-round communication and touch point strategies to enhance the customer experience and positively impact retention such as but not limited to; responding to survey questions or day-to-day general ticket inquiries
• Assist with ticket sales forecasting and planning as required
• Handle incoming ticket related calls and inquiries
• Analyzing and interpreting data and sales trends of customers to generate new business leads and ticket sales;
• Engage in the service process by handling potentially sensitive customer service situations
• Work successfully with other business units (marketing, game operations, Events retail, etc.); in particular, work with Marketing Department to create concepts for all ticket sales and service collateral materials to maximize sales campaigns
• Liaise with National Lacrosse League and participate in required ticket-related calls, provide reports and collaborate regularly
• Actively participate in relevant business associations, committees and professional organizations to promote and grow relationship network
• Achieve or exceed individual and departmental sales goals and revenue targets
• Develop, organize and execute lead lists (single ticket buyers, multi-games, lapsed members, pack buyers etc.)
• Maintain a positive, high-performance culture in the Ticket Sales & Service Department
• Supporting Account Executives and other departments with game day operations activities, ticket sales, promotions, and sales events as required
• Facilitate special projects as assigned

QUALIFICATIONS:

Minimum three (3) years' experience in a combination of ticket sales and/or ticket sales management

Ticket sales experience with proven success in revenue growth

Experience managing a sales team as a proven leader

Knowledge of Ticketmaster ticketing system(s): Archtic s, Host, TM1

General knowledge and best practices in areas of ticket sales, ticket pricing models and various ticket strategies (dynamic pricing, segmented pricing etc.)

Must be resourceful, proactive and capable of searching out, identifying and contacting new ticket sales leads

Excellent communication, organizational and customer service skills

Strong skill in strategic planning, to effectively organize resources, establish priorities, and achieve desired results

Must be goal-oriented and maintain a strong work ethic

Effective time management skills and ability to handle multiple tasks

Excellent relationship building and people skills, with the ability to interact effectively with internal and external clients at all levels within the organization

Strong knowledge and experience with MS Office applications

Willingness and understanding of working long hours, including some holidays and weekends

APPLICATION PROCESS:

Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Terri Giberson at . Please include Manager of Ticket Sales in the subject line.

We thank all applicants for their interest; however only those requested for an interview will be contacted.