Director of Outbound Sales
JOB RESPONSIBILITES: The Director of Outbound Sales will primarily facilitate the promotion, sale and purchase of season tickets, single game tickets and group tickets for Citadel athletic events via phone, email and online platforms, as well as in-person at the athletic box office. The Director of Outbound Sales will also provide support and co-manage sales and service staff for The Citadel Athletics Department, provide outstanding customer service and be able to assist in training staff to also provide outstanding customer service. This position will also be responsible for effectively planning, communicating & executing ticket sales and service plans of action, and building and maintaining integrity in a customer service and sales driven environment. Responsible for meeting individual and department sales/service objectives and servicing assigned customer accounts. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Make 80 outbound calls daily. Meet or exceed sales goals promoting full menu of ticket inventory (season tickets, premium seating, mini-plan packages, group tickets, and donations). Answer inbound calls to handle transactions and upsell fans. Provide accurate and detailed reporting of all ticket sales results on a timely basis. Attend and provide service during game days (football, basketball and baseball) and at other special events that include night and weekend work. Participate in developing strategies for season ticket renewals, new season tickets, group tickets, partial packages, and single game promotions. Assist in managing a group of approximately 6 to 8 ticket sales account representatives/interns. Assist with interviewing, training, and managing all ticket sales and service representatives. Assist in teaching and developing account representative customer service and sales techniques and provide hands-on support with sales calls and appointments. Collaborate with Assistant AD for Ticket Operations & Outbound Sales regarding sales contests for ticket sales and service representatives. Responsible for execution of outbound sales business plans and regularly communicate progress to supervisor. Lead sales presentations or tours to potential clients. Collaborate with Marketing & Promotions Department on advertising strategies, database marketing efforts using ETix software, and monitoring and distributing lead lists. Assist Corporate Sales & Sponsorships with sales and service of sponsorships that include ticket packages. Assist in scheduling and organization of ticket operations and outbound sales department staff. Demonstrate proper procedures of using and updating Salesforce customer relations management (CRM) database. SUPERVISORY RESPONSIBILITIES Assist in management and supervision of the ticket sales and service account representatives. Assist Assistant Athletic Director for Ticket Operations & Outbound Sales with creating business plans and timelines. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. MINIMUM QUALIFICATIONS: • Bachelor’s degree. • Knowledge of Microsoft applications and working knowledge of Windows-based environment. • Advanced oral and written communication skills. • Ability to speak in a professional manner via telephone or in person with guests, visitors, and fans. PREFERED QUALIFICATIONS: • Major in Sports Management or Business. • Prior sales experience. • Prior experience in a collegiate or professional athletic ticket office. • Previous customer service or retail sales experience. • Experience with computerized report writing or data extraction programs. • Previous experience with ETix or ticketing software. • Experience with Salesforce CRM. • Demonstrated work experience in a professional sports or college athletics environment, including involvement with high-profile events. CERTIFICATES, LICENSES, REGISTRATIONS • Must have a valid driver’s license. 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.) The Employee must have mobility to move about athletic venues (stadiums, arenas, etc.) and administrative offices. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand and walk up and down stadium steps to all seating locations. The employee is occasionally required to sit; use hands to finger cradle or feel; reach with hand and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.