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Director of Ticket Sales & Services

Charlotte, NC, USA Req #247
Friday, February 7, 2020

Position:                                              Director of Ticket Sales & Services

Department:                                      Ticket Sales

Reporting Relationship:                 Reports to the Vice President of Ticket Sales & Services

Status:                                                 Full-Time (Exempt)



On December 17, 2019, David Tepper, through Tepper Sports and Entertainment (TSE) was awarded the 30th Major League Soccer Franchise for Charlotte and the Carolinas.  TSE is now building an effective MLS organization that can help deliver success, both on the field and in the wider community.  The team will play its first game in MLS in spring 2021 with all home games being played at Bank of America Stadium in uptown Charlotte.


Position Summary

The Director of Ticket Sales & Services position will oversee the Sales & Services activities for full-time staff and seasonal project support sales & services staff to achieve department revenue and capacity goals through the sale of all general and premium season tickets, group tickets, and individual game packages.  In addition, daily management of customer service including, but not limited to renewals, specialized service program and all related organizational launch projects.


Primary Responsibilities

Ticket Sales:

  • Responsible for reaching budgeted ticketing goals and revenue goals
  • Development the of the season ticket deposit conversion process
  • Lead the hiring, training and management of sales staff by determining sales targets, developing pitch points, aligning marketing and advertising to assist with specific campaigns
  • Assist in developing sales leads and campaigns
  • Develop sales techniques and incentives to maximize productivity
  • Assist sales staff in achieving high productivity and professionalism
  • Engage in the sales process and set tone by contributing to the sales process – be creative
  • Create, along with Vice President, proper reporting and updates
  • Responsible for tracking sales activity and compensation reporting
  • Assist with sales forecasting activities and setting performance goals accordingly
  • Deliver sales presentations to key clients in coordination with sales reps
  • Meet with key clients, assist sales reps with maintaining relationships and negotiating and closing deals
  • Maintain high level of customer service to all clients/customers
  • Sustain a team that continually achieves high productivity and maintains a high standard professionalism


Premium & Ticket Services:

  • Oversee services and enhancement program for all Season Ticket accounts
  • Implement year round communication and touch point strategies to enhance the customer experience and positively impact retention such as responding to survey questions or day to day inquiries
  • Maintain and develop along with Vice President all relative tracking and customer service metrics by creating proper reports and summaries to be shared with executive team throughout the year
  • Create an environment that incentivizes the service team to maximize productivity
  • Engage in the service process by handling potentially sensitive customer service situations.


Additional Responsibilities

  • Work with all other Departments to improve communication and improve the fan experience
  • Work directly with Marketing Team to maximize sales campaigns
  • Committed to the support of Department goals and objectives in all areas
  • Assist other areas in the Department as needed
  • Represent the organization at various organizational networking and/or events in a professional manner
  • Involvement in game day activities, promotions, and sales events
  • Facilitate special projects as assigned
  • Additional related duties as assigned


Minimum Qualifications

  • At least 7 years of ticket sales experience at the collegiate or professional level
  • At least 3 years in a management or leadership role
  • Must be flexible and available to work evenings and/or weekends, nights, and holidays
  • Must pass pre-employment screens


Preferred Qualifications

  • Experience with Microsoft Dynamics CRM and Archtics ticketing system
  • Experience working with an MLS franchise
  • Experience with a launching a new franchise or venue


Essential Functions

  • Excellent organizational skills and attention to detail
  • Strong verbal and written communication skills with a focus on motivating and innovating
  • Works well under pressure while maintaining a positive attitude
  • Strong leadership skills
  • Must be a team player, reliable, and dependable
  • Ability to make sound decisions and exercise independent judgement and discretion with integrity and accountability, while working in a fast-paced, high-demand, and sometimes strenuous environment
  • Must maintain complete confidentiality of privileged, and/or sensitive information
  • Must, at all times, display the character and values of the Tepper Sports & Entertainment brand
  • Must be able to multi-task while managing time successfully


Physical Requirements

  • Sitting at desk and computer for long periods of time
  • Standing for extended periods of time
  • Must be able to lift 15 pounds at a time


Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

MLS Charlotte is an equal opportunity at-will employer and do not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.

Other details

  • Pay Type Salary
  • Charlotte, NC, USA