The Director of Ticket Operations will provide support and co-manage sales and service staff for The Citadel Athletics Department. This position will be responsible for perform all ticket office operational functions, effectively plan, communicate & execute ticket sales and service plans of action, and build and maintain 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:
Ticket Operations: Utilize module trainings and become a master user of Etix Ticketing Software. Build new performances, packages, and price codes into Etix Ticketing Software. Manage Johnson Hagood Stadium, McAlister Field House, & Riley Park day of game ticket sellers, hours, and create a master ticket office operations plan and activities schedule for each academic year. Assist in scheduling and organization of ticket operations and outbound sales department staff. Provide accurate and detailed reporting of all ticket sales results on a timely basis. Build and maintain relationships with season and group ticket accounts and provide superior service, including being the Athletic Department’s primary point of contact in the Pearson Club Level during all home football games. 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. Conduct research and best practices throughout the year with other collegiate and professional organizations (ticket vendors, stock, season ticket member gifts, ticket software). Responsible for executing of ticket operations & outbound sales business plans and regularly communicate progress to supervisor. Assist with design and development of all ticket sales materials (ticket brochures, etc.) and sales content on website. Demonstrate proper procedures of using and updating Salesforce customer relations management (CRM) database. Handle inbound calls as necessary, provide pertinent information to convert into sales or assist in service issues, and resolve customer concerns that result from sales staff contact.
Represent Ticket Operations & Outbound Sales department at meetings when necessary.
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, timelines, and department budgets. Budget development and management. Coordinate with Assistant Athletic Director for Ticket Operations & Outbound Sales to ensure proper staff scheduling.
Preside over standard ticket office operations and affairs.
• Bachelor’s degree
• Knowledge of Microsoft applications and working knowledge of Windows-based environment.
• Advanced oral and written communication skills.
• Understanding of basic accounting principles
Preferred Experience (not required)
• Prior experience in athletic ticket office operations.
• Experience with a ticket operations system, development application or other relational database.
• Experience with computerized report writing or data extraction programs.
• Knowledge of ETIX.
• Experience with CRM System(s) Salesforce.
• Demonstrated work experience in a professional sports or college athletics environment, including involvement with high-profile events.
(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Outdoor work in the stadium is required.
• Indoor work in offices is required.
• Weekend and evening work is required