Director, Ticket Operations

Hard Rock Hotel & Casino Ottawa•Las Vegas, NV

About The Position

The Director, Ticketing & Entertainment Analytics will lead a transformative entertainment initiative to develop more sophisticated ticketing practices and to drive incremental revenue on entertainment events by utilizing the power of data, applied analytics, and new technology to drive results across all business units. This leader will be expected to further develop the analytical capabilities of Hard Rock’s entertainment properties to further support senior leadership and business strategy. The position will build policy, process and procedure for ticketing across the entire Hard Rock venue ecosystem including but not limited to Hard Rock Live and Hard Rock Cafe venues but will also immediately prioritize onboarding of Hard Rock’s ticketing and sales operations in Las Vegas, NV.

Requirements

10+ years of work experience in ticketing/entertainment ticket sales, including 5+ years in a fast-paced, data-driven environment
5+ years of management experience
Bachelor’s degree in business, economics, computer science, statistics, mathematics, physics, engineering, or other quantitative field, preferred
Strong knowledge of all Ticketmaster business elements and operating platforms including Archtics
Experience negotiating ticket partnership agreements with third party sales agencies (OTAs)
Experience with CRM applications and integrations is a plus
Demonstrated understanding of forecasting and predictive analytics
Prior experience with inventory management or pricing optimization/dynamic pricing
Proven track record of success in cross-functional work environments
Strong communication, prioritization and organization skills
Proficiency with Microsoft Office Suite
Understanding of or Experience with data analysis tools (SQL server, R, Python or other programming language)
Ability to deliver as both a detail-oriented analyst and executive-level strategist
Comfort and professionalism working with senior-most executives
Candidate should be: a self-starter, independent, a creative thinker, ambitious, results-oriented

Responsibilities

Support oversight, management, and growth of all box office leaders at individual Hard Rock properties to cultivate innovative environments to drive increased revenues from ticket sales.
Corporate resource for all ticketing topics for all Hard Rock Live properties.
Guide standardization of ticketing process for Hard Rock Cafe and hotel related events taking place outside traditional Hard Rock Live venues (via Ticketmaster’s TicketWeb platform).
Direct and oversee launch of all future integrated resort projects’ ticketing infrastructure and operations which may include multiple venues with various ticketing partners (e.g., Hard Rock Las Vegas).
Promote education of Hard Rock property executives and senior leaders to demonstrate how to drive incremental revenue through more sophisticated ticketing practices.
Oversee management of analytics as it relates to Live Events across the Organization including but not limited to the entertainment Tableau dashboard which includes Entertainment and Gaming Revenues and data points.
Serve as primary liaison to Ticketmaster (or other designated online ticket vendor) for product integrations, support across both local properties and at the enterprise level, utilization of new tools, data management, and ticketing analytics.
Review and provide critical analysis of ticket provider partnership revenue impact to both local properties and enterprise wide.
Develop and drive partnerships with third party ticketing services (wholesalers and Online Ticket/Travel Agencies (OTAs), analytics, and marketing partners related to enhancing ticket revenue opportunities.
Contribute to enterprise-wide development of ticket buyer data aggregation, analysis and use policy across multiple venues and business units.
Liaise between the various business unit managers to ensure effective cross-utilization of our assets in a manner that optimizes revenues.
Provide strategic and analytical insight to senior leadership when evaluating new business opportunities and reviewing existing practices including analysis of unsold ticket inventory and development of methods for increased sell through success.
Liaise between HRX team and Entertainment team for all functions related to building additional digital resources for the Organization.
Run RFP processes for ticketing-related vendor relationships in conjunction with the procurement department.
Support onboarding of new Hard Rock entertainment venues through planning, implementation, training, and opening in conjunction with onboarding SWAT teams.
Oversee a broad range of functional responsibilities critical to business operations, including: Forecasting, Reporting, and Data Visualization Predictive Analytics/Modeling, Lead Scoring, and Retention Strategy Ticket Sales Strategy including pricing, inventory management, market management, and forecasting CRM, SMS, and Email Strategy including emphasis on enterprise solution opportunities scalable across all properties Customer Research and Customer Segmentation Marketing Analytics and Channel Strategy Product Development Customer Loyalty including enhanced complimentary ticket fulfillment for casino Player Development activation.
Coordinate proper trade publication reporting across properties.
Guide the administrative distribution of internal ticket assets including strategy designed to promote process efficiency and development of ROI analysis of ticket usage (via Concierge Live software platform).
Support marketing, sales, and business operations functions to help: Increase paid ticket sales, premium sales, concert revenue, sponsorship revenue, and sponsorship activation Improve tailoring of marketing and sales efforts by deepening understanding of fan segments, individual fans, and technology Create actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives.
Manage thought-leadership in evolving entertainment and ticketing space, identifying new and emerging opportunities to enhance key business functions.
Collaborate with all business functions and provide leadership/support by developing data-driven strategies and recommendations that help them exceed business targets.
Oversee the implementation and use of the Hard Rock Live data warehouse, and support information sharing across business sectors.
Assist in growing ancillary revenue streams (merchandise, food & beverage, parking, etc.) via new ticketing strategies.
Leverage technology to enhance box office and fan experience.
In conjunction with procurement department, maintain relationships with several outside vendors related to ticketing.