Group Experience Manager
Group Experience Manager
Job Number: 75102
Title: Group Experience Manager
Department: Ticket Sales
Job Classification: Exempt, Grade G
Reports to: Director, Ticket Sales and Service
Stanford's Department Athletics, Physical Education and Recreation (“DAPER”) supports the nearly 900 student-athletes who compete on the 36 intercollegiate athletic teams sponsored by the university. It also supports the campus physical education, recreation and wellness initiatives. Stanford's intercollegiate athletics department is seen as the premier athletic program in the country, achieving the highest levels of success both in the classroom and on the field. The core tenets of the Athletics Department culture, “The DAPER Way” are: Embrace Scholar-Athleticism, Pursue and Revere Excellence, Lead With Courage, and Work Cohesively. All department actions and employees are guided by these principles.
We are on a mission to become the best college athletics department in the country. Our sports teams speak for themselves in terms of athletic success (combined with the academic success of our student-athletes) and it is our goal to have the business side of our department to be equally top-notch. All employees contribute and help set the tone for the future of the organization. Currently, the Athletics Department is seeking applicants for the position of Group Experience Manager.
Reporting to the Director, Ticket Sales & Service, this position is focused on the retention, stewardship, communication and growth of our group ticket sales program across our seven ticketed sports (football, men's basketball, women's basketball, baseball, women's volleyball, men's soccer, and women's soccer). As part of the Ticket Sales team, this position will focus on increasing the value of a group experience package and work to enhance the affinity for Stanford Athletics in our community. Successful execution of this role will result in increased support for Stanford Athletics' teams, incremental revenue, and improved overall attendance at events.
Summary of essential job functions:
A. Service responsibilities
a. Conceive, develop, and execute new group theme nights and experiences across all ticketed sports.
b. Coordinate and execute group experiences for all ticketed sports in conjunction with the Ticket Sales and Fan Experience teams.
c. Enhance all aspects of the group customer experience, including, but not limited to, new benefit programs, special events, identifying and procuring impactful giveaways, and brainstorming additional group experiences.
d. Collaborate and communicate effectively with internal and external units in order to gain internal buy-in, distribute high-quality information to group leaders, manage and maximize group events, and explore new ways to grow existing group and theme night events.
e. Implement and activate group incentives.
f. Provide superior customer service to clients and prospects.
B. Sales responsibilities
a. Proactively prospect and qualify new group clients.
b. Research industry best practices and implement plans to generate group sales opportunities for our Account Executives.
c. Create customized group experiences by leveraging existing on-campus assets.
d. Schedule and execute on-site and off-site meetings with potential group clients.
e. Record all customer contacts, including phone calls, emails and meetings, in the CRM system.
C. Other duties as assigned
a. On occasion, the Group Experience Manager is expected to assist with duties that are not directly related to sales, such as making outbound customer service calls or answering inbound phone calls during periods of heavy volume.
b. Work home games and other events to support ticket sales initiatives; this position requires working nights, weekends, and occasional holidays.
c. Develop strong relationship and rapport with the Account Executives.
d. Ensure collaboration and open dialogue between the Ticket Sales & Service, Marketing and Fan Experience teams in order to continually improve upon group buyer communications and processes.
e. Ad hoc projects as needed.
f. Follow all guidelines regarding customer data security and NCAA compliance.
Strong verbal, written and interpersonal communication skills required.
Self-motivated individual is required; demonstrated ability to take initiative and ownership of projects is preferred.
Critical-thinking individual is preferred; constantly improving processes will require outgoing personality combined with strong determination to work through difficult challenges.
Anticipates and/or responds effectively to changing trends and circumstances; embraces and welcomes fresh perspectives; learns from past mistakes and adjusts accordingly.
Strong ability to multitask and get things done. Demonstrated organizational skills and must be able to answer to multiple constituents and prioritize projects.
Team player who is willing to assist where needed. Must be a good collaborator and able to work well with others.
Individual is required to have discretion in order to maintain confidentiality of data about clients, prospects, and donors, per Stanford University guidelines.
Analytical thinker whose decision-making is driven by facts and data.
Proficiency with Microsoft Office suite is preferred.
Ticket Sales experience preferred.
Bachelor's degree and two years of relevant experience or a combination of education and relevant experience.
The Group Experience Manager will be paid a base salary that is commensurate with skills and experience. This position will be eligible for benefits per Stanford University policy. Additionally, the Group Experience Manager will be eligible for periodic bonuses based on overall group sales and event performance.
All Athletic Department positions share responsibility for promoting and maintaining the integrity and reputation of Stanford University and its intercollegiate athletics program. In fulfilling this responsibility of this position the person hired is required to comply with both the letter and spirit of all University policies and procedures, laws, and NCAA and Pacific-12 rules and regulations.
APPLICATION REQUIREMENTS: Candidates should submit a cover letter and resume via the website http://stanfordcareers.stanford.edu/job-search.
Final offers of employment are contingent upon the successful completion of a background check that includes employment history, national criminal background check, national sex offender registry search and, where applicable, a credit check and/or driving record.
Stanford is an equal opportunity and affirmative action employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
To be considered for this position please visit our web site and apply on line at the following link: stanfordcareers.stanford.edu
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.