Ticketing Manager

The Ticketing Manager is responsible for overseeing and managing all aspects of ticket sales and distribution for a sports organization. This role ensures the smooth operation of ticketing systems, works closely with internal teams, and delivers excellent customer service for fans. The Ticketing Manager is integral in maximizing revenue, enhancing the fan experience, and implementing ticketing strategies for all events, whether regular season games, special events, or playoffs.

Ticket Sales and Distribution

• Oversee the daily operations of the ticket office, including the management of ticket sales (online and offline), pricing structures, and inventory management.
• Develop and implement ticket pricing strategies for all events, considering market trends, team performance, and competitor pricing.
• Coordinate with the marketing team to implement promotional campaigns, discounts, and special offers to promote ticket sales.
• Ensure the timely and accurate distribution of physical and digital tickets, including managing third-party distribution platforms.

Customer Experience and Service

• Lead the customer service efforts in the ticketing department, ensuring that fans have exceptional experience from purchase to event attendance.
• Handle escalated customer inquiries and resolve any ticketing issues or complaints with professionalism and efficiency.
• Collaborate with the fan experience team to ensure the seamless integration of ticketing and fan engagement efforts (e.g., VIP packages, loyalty programs, and special events).

Ticketing System Management

• Maintain and manage the ticketing platform, ensuring that the system is functioning properly and optimally.
• Troubleshoot and resolve any technical issues with the ticketing platform.
• Regularly analyze ticket sales data, providing reports and insights to senior management regarding trends, revenue projections, and sales performance.

Staff Management

• Supervise and train ticketing staff, ensuring they are knowledgeable, well-prepared, and provide excellent customer service during peak times such as game days and special events.
• Create work schedules and ensure proper coverage of ticketing personnel for all events.

Revenue and Financial Management

• Monitor and report ticket sales revenue to senior management, providing insights on performance against budgeted goals.
• Coordinate with the finance team to track ticket revenue, process refunds, and ensure that revenue is properly reconciled and reported.
• Develop and manage ticketing budgets, ensuring that costs are in line with organizational goals.

Event Coordination and Logistics

• Collaborate with event organizers, operations, and venue staff to ensure proper seating arrangements and logistics for each event.
• Manage the allocation of VIP, season, and single-game tickets to ensure proper distribution.
• Oversee any post-event ticketing activities, including post-game sales and promotional offers.

Collaboration and Communication

• Work closely with the marketing, communications, and operations teams to align ticketing efforts with broader organizational goals and initiatives.
• Develop and maintain relationships with sponsors, partners, and season ticket holders to enhance revenue and engagement.
• Serve as a key point of contact for all external and internal stakeholders related to ticketing operations.

Technology and Trends

• Stay updated on industry trends in ticketing technology, fan engagement strategies, and best practices.
• Evaluate and recommend new technologies, platforms, and ticketing solutions to streamline operations and enhance the fan experience.

Qualification & Skill

• Bachelor’s degree in business administration, Marketing, Sports Management, or a related field.
• Minimum of 3-5 years of experience in ticket sales or ticketing management, preferably in the sports or entertainment industry.
• Experience in sports ticketing, particularly for a professional sports team or large-scale venue.
• Familiarity with CRM systems and data analytics tools.
• Experience working with dynamic pricing and digital ticketing solutions.
• Knowledge of venue seating arrangements and event logistics.
• Proven experience with ticketing software and platforms (e.g., Webook).
• Strong leadership and supervisory skills, with experience managing a team.
• Excellent interpersonal and communication skills, with the ability to interact with fans, staff, and executives effectively.
• High level of attention to detail, organization, and problem-solving ability.
• Strong understanding of pricing strategies, revenue maximization, and fan engagement in a sports environment.
• Flexibility to work evenings, weekends, and holidays as required by event schedule.