Director of Ticketing & Fan Relations

Abilene Christian University•Abilene, TX

About The Position

ACU is affiliated with the fellowship of the Church of Christ. This position requires the employee to be a professing Christian and to be willing to support the Christian mission of ACU. ‌ Position: Assistant Athletic Director/Director of Ticketing For the purposes of ACU’s Background Check and Self-Reporting Policy, this position is classified as security sensitive. The key principles of this job are to: Support ACU’s Mission: Educate students for Christian service and leadership throughout the world. Scope: ACU Athletics is searching for a dedicated leader to execute a ticket sales plan while maintaining the reputation for excellent customer service and detailed record keeping as the Assistant Athletic Director or Director of Ticketing. This unit reports to the Associate Vice President/CRO for Athletics and works collaboratively with the Athletics Marketing, Communications and Advancement to promote and sell tickets and steward relationships with ticket holders and donors. This sales driven leader will be responsible for ticket operations at all home and select away ACU athletics events. This leader must be organized and self-motivated. She or he must be skilled in fast paced problem solving, creating and executing strategic annual sales plans, communicating with all customers and campus partners while maintaining excellent customer service. This individual will oversee multiple part time employees. Foundational responsibilities will include: Create a strategic, multi-year sales plan for all ticketed sports Develop detailed ticket office operation policies and procedures Assist in creative marketing efforts to increase attendance at home events Develop an expertise with the department ticket software platform Ensure detailed record keeping, timely reporting and collaboration with campus partners Oversee daily sales operations Perform general administrative duties and assist with home game operations

Requirements

Skills Driven, sales focused, self-motivated to set, reach and exceed goals
Strong written and oral communication skills
Exceptional emphasis on customer satisfaction
Detailed and accurate record keeping and organization
Supervisory skills (other university employees, student employees, volunteers, event staff, etc.)
Knowledge of ticket sales software
Continuous desire to improve knowledge of ticket sales platform
Continuous improvement of sales and creative communications
Developing a collaborative and strategic annual sales campaign
Desire to build genuine relationships with ticket holders, community and campus
Christian integrity
Disciplined, enthusiastic self-starter
Ability to work and interact well with coaches, staff, student athletes, administration, media and other external audiences
Exemplary communication and interpersonal skills
Commitment to quality
Strong work ethic
Organizational skills/ability to balance multiple projects and tight deadlines
Extensive travel
Loyal
Ability to handle pressure
Able to endure extended periods of sitting and typing at computer terminal
Able to reach and climb to reach files
Extended periods of walking and climbing stairs
Able to communicate with various audiences on the phone, in person and via computer
Able to lift heavy boxes
Able to lift chairs and tables and equipment necessary to arrange for event sales and other events.
Able to drive to athletic event locations
Able to represent ACU at conferences
Irregular work hours/long days, weeknight hours and weekends.
Extended travel, i.e. same-day, 1-2-day, week long, etc trips.
Exposed to extreme weather conditions
Minimum of Bachelor’s degree.
At least 1 year of responsible experience in ticket operations, with some supervisory or management experience preferred.
Demonstrated knowledge of sales strategies.
Demonstrated commitment to accuracy and quality of work.
Broad understanding of/and interest in numerous sports.
Personal

Responsibilities

Create a strategic, multi-year sales plan for all ticketed sports
Focus on increasing season ticket holders
Develop customer retention strategies
Promote ticket sales incentives, group sales, mini plans and other creative solutions to increase attendance.
Develop detailed ticket office operation policies and procedures
Create handbook of policies and procedures for all ticket office workers
Develop game day sales standards
Establish reasonable standards for complimentary tickets and player pass operations
Assist in creative marketing efforts to increase attendance at home events
Tracks unsold inventory, pace of sales, revenue, pricing, and secondary marketplace trends to maximize ticket revenue and attendance through all available tools, including dynamic pricing.
Develop an expertise with the department ticket software platform
Serve as primary manager for software and liaison with necessary campus partners
Ensure detailed record keeping, timely reporting and collaboration with campus partners
Create and submit regular sales reports for Associate VP and VP of Athletics, Business office and campus partners
Track necessary athletics donations in conjunction with University Advancement
Must communicate effectively with many groups in order to verify payment for tickets and all internal invoices.
Oversee daily sales operations
In conjunction with the developed policies and procedures
Effective resolution of all customer service issues at all points of sale locations and at athletic events.
Ensure all front line workers are equipped to serve customer requests
Perform general administrative duties and assist with home game operations
Required to attend most if not all ticketed home events
Some travel expected particularly to away football and conference tournament events
Responsible for having a comprehensive knowledge of all rules and procedures governing complimentary ticket admission, official visit complimentary ticket admissions, and unofficial visit complimentary ticket admissions.