Utilization Management Director jobs in Lexington, KY

Description

 The Ticketing Director will be responsible for the day-to-day operational management of the Ticketing Department, with an emphasis on managing the sales and operations team, embracing technology to maximize database/reporting management, and establishing and reaching strategic goals while providing best-in-class customer service and support.  

Responsibilities: 

• Oversee and provide comprehensive direction and strategy associated with ticket sales and operations, including but not limited to renewals, promotion of new sales, seat allocations, ticket printing, packaging, and delivery when necessary 
• Provide the highest level of customer service while maximizing potential revenue  
• Collaborate across internal departments including Marketing, Communications, Operations, Corporate Partnership and administration to develop strategies, processes and programs to maximize ticket sales and fan engagement 
• Facilitate ticketing and operational planning to deliver game day promotions and sponsorship elements 
• Oversee ticket sales efforts to include season, individual and group offerings 
• Lead budget forecasting and financial reconciliations, ensuring regular ticket sales and revenue reporting 
• Ability to analyze past sales and trends to establish pricing, budgeting and goals in collaboration with club leadership 
• Manage ticketing software platform, including associated club apps (SeatGeek) 
• Facilitate, train, and oversee ticketing software to provide wireless game day ticketing services 
• Train appropriate staff as needed to be knowledgeable and efficient within the club’s ticketing software applications 
• Develop online content and communication including website maintenance and updating through internal department collaboration 
• Develop and implement email campaigns using an integrated email marketing tool 
• Champion the integration of a CRM platform through the club’s digital tech stack 
• Hire, mentor, develop and train ticketing staff as needed 
• Build and foster relationships with past, current and potential new clients 
• Develop policies and procedures for the ticket and group sales executives  
• Set appointments, show seats, and give facility tours with the intent to close business 
• Represent the organization at in-house facility events and off-site community events promoting ticket sales and the organization 
• Maintain records of all customers and prospects by utilizing CRM tool 
• Coordinate with other departments to organize and implement large theme nights 
• Execute group contracts and deliver tickets to group customers 
• Other duties may be assigned 

Game Day Responsibilities:  

• Oversee the Ticket Sales Team’s Customer Service and Data Capture Table 
• Develop and implement ‘Surprise & Delight’ plan to enhance clientele relations 
• Manage all group Fan Experiences  
• Assist with client and fan entertainment as needed 
• Assist with promotional execution as needed 
• Assist other departments when necessary 

Benefits: 

The benefits of joining the club as a full-time team member may include 

• Comprehensive health benefits including medical, dental, and vision plans, as well as employee assistance  
• 401K plan with employer matching contribution rate 
• Life insurance and long-term disability 
• Educational assistance program 
• Discounts on club merchandise 

Requirements

Qualifications: 

• Bachelor’s degree or equivalent experience working in a ticket office, sales role, or other related field 
• Minimum 2 years management experience in a ticket sales or related field 
• Minimum 3 years sales experience in a sports or related field 
• Experience designing and implementing digital ticket sales campaigns including lead scoring 
• Proven ability to train account executives and implement a culture of accountability 
• Prior experience with ticketing software and CRM systems preferred 
• High proficiency in both written and verbal communications (public speaking and presentation) 
• Excellent relationship building skills 
• Process and results oriented with a strong work ethic 
• Strong time management, organization, and analytical skills 
• Ability to be flexible while continuing to prioritize and manage multiple tasks/projects and staff needs 
• Ability to work flexible hours including evenings, weekends, and holidays 
• Ability to communicate efficiently and effectively across internal departments including club leadership