Manager, Ticket Service - Atlanta City FC

At the Blank Family of Businesses, our Core Values drive our culture, guide our decisions, and make our organization a great place to work.

GIVE BACK TO OTHERS

Recognize that the well-being of business cannot be separated from the well-being of society. Join in our ongoing eff­orts to give back through time, talents, labor and financial commitment.

LEAD BY EXAMPLE

Demonstrate an entrepreneurial spirit that supports our culture and vision. Take full advantage of our empowerment philosophy by o­ffering suggestions, making decisions and taking responsibility for actions. Stand up for your convictions and vocalize your opinions.

INNOVATE CONTINUOUSLY

Constantly seek new ways to improve results and move above and beyond what seems possible. Demonstrate non-stop reinvention. Do not let unnecessary bureaucracy kill innovation. Implement high quality, new processes, products, services, or solutions that meet or exceed the needs and expectations of our customers.

PUT PEOPLE FIRST

Demonstrate understanding that people are the center, the heartbeat of any successful enterprise. Build rapport and trust by demonstrating sensitivity and respect for others. Empower and listen to associates because they are our number-one source for information and ideas. Invest time and resources in developing associates’ skills and assisting them in managing their careers.

LISTEN AND RESPOND

Listen to internal and external customers (fans, grantees, players, associates, vendors, partners) to understand what they need. View customer needs as golden opportunities that, when creatively addressed, will enhance our competitive edge and the environment in which we all work and professionally grow. Dedicate the needed resources, time and energy to creating lasting value for all customers.

INCLUDE EVERYONE

Our individual diff­erences make our organization more valuable. Value diverse ideas, experiences, skills, work styles and backgrounds. Harness individual diff­erences to create a competitive advantage and better support our partners. Encourage others to accept and capitalize on diversity.

The Manager, Ticket Service role requires a dynamic, professional, energetic, creative service leader with a successful track record in ticket services for collegiate, minor league and/or professional sports. This person is responsible for helping Atlanta City FC meet its financial goals while delivering the highest levels of customer service. 

Roles and Responsibilities

• Recruit, interview, select, train & supervise Account Service Coordinators, as well as part-time Seasonal Service Assistants.
• Oversee the daily operations of the office of the Ticket Services Department, which include organizing and assigning projects, providing feedback, guiding and developing skills of the Account Service Coordinators and Seasonal Service Assistants.
• Work with the Director of Ticket Sales and Service to establish goals and incentive programs.
• Ensure world class event day customer service delivery to our Season Ticket Members.  Compile, analyze and communicate event data and feedback captured for implementation of process improvements when appropriate.
• Hold weekly service meetings to communicate service updates and monitor progress toward established goals. 
• Research and implement “best practices” by networking with other NWSL teams.
• Work closely with related associates to provide quality service to all Season Ticket Members.  Offer guidance and recommendations for improvements when necessary.
• Handle customer service inquiries and provide problem resolution in a timely manner.
• Provide ongoing departmental evaluations, feedback and recommendations for increased revenue generation and service aptitude.
• Create, coordinate, supervise, and participate in ongoing promotional activities designed to establish and further cultivate strong relationships between our Ticket Service Team and Season Ticket Members.
• Create, coordinate and implement Season Ticket Member events on an annual basis, including event promotion and coordination of RSVPs, tickets, transportation, and food and beverage.
• Create a close liaison with the Ticket Sales Department by providing information on the Season Ticket Member benefits, amenities, & policies and procedures.
• Develop an annual outbound account touchpoint campaign to further communicate and cultivate relationships with all Season Ticket Members
• Prepare and distribute all correspondence and mass mailings to all Season Ticket Members
• Prepare and manage the Ticket Services Department's operation budget.
• Collaborate with appropriate Guest Services team in order to properly address problems and develop solutions to deliver the best experience possible for all fans.

Qualifications and Education Requirements

• Bachelor’s degree in Marketing, Sales or Business-related field.
• 3+ years’ experience in sports sales, service, and management

Required Skills

• Excellent leadership qualities
• Ability to manage and motivate service staff to achieve goals
• Strong Customer Service skills
• Positive attitude & team oriented
• Willing to work long hours including weekends and holidays
• Excellent knowledge of PC systems including Word, Excel, Microsoft Dynamics and database related packages