Manager - Service & Retention - Ticket Sales & Services
Job Description
Posting Number
PG193935SPInternal Recruitment
NoWorking Title
Manager - Service & Retention - Ticket Sales & ServicesAnticipated Hiring Range
Commensurate with experienceWork Schedule
M-F 8:00am-5:00pm with overtime with some nights, weekends and some holidays to be expectedJob Location
Raleigh, NCDepartment
Athletics - Ticket Sales and ServicesAbout the Department
The mission of the NC State University Department of Athletics is to prepare student-athletes to compete at the highest level and to inspire them to be leaders now and for the future by providing the best environment to achieve their athletic, academic, and personal aspirations as well as providing support for the professional development of our coaches and staff, all within the role of the greater institutional relationships to the University.
Essential Job Duties
The Manager of Service and Retention will report to the Assistant Athletic Director for Ticket Sales & Services and will be responsible for the daily operations of the retention and customer service team.
Responsibilities include, but are not limited to:
- Daily oversight of retention and customer service account executives and their daily needs
- Assist in creating retention strategies for donations and ticket renewals
- Work within the framework of eight (8) ticketed sports, including football, men’s and women’s basketball, baseball and other olympic sports.
- Oversee season ticket renewal efforts for season tickets and annual gifts for the big four sports (football, men’s basketball, women’s basketball and baseball).
- Oversees retention efforts, daily customer service efforts, special projects (ex: survey results), and assigns issues to account representatives or up the chain of command.
- Generate new revenue through the gradual upgrade and upsell of existing accounts and referrals.
- Meet, exceed monthly and annual sales goals while reporting and tracking
- Responsible for approximately 750 ticketing and Wolfpack Club donor accounts
- Manage the Salesforce CRM platform to provide sales opportunities for their team; generate and load leads lists, develop leads dashboards and sales tracking metrics.
- Manage multiple full time staff, and assist with managing part time and seasonal employees
- Work home athletic events, as assigned by the Assistant Athletic Director.
Other Responsibilities
Other duties as assigned.
Minimum Experience/Education
Bachelor’s degree; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.
All degrees must be received from appropriately accredited institutions.
Other Required Qualifications
- Proven ability to coach, lead, educate and motivate a team; Detail and goal oriented
- 3+ years of sports ticket sales and/or customer service experience
- Readiness to be a steward of NC State Athletics in person at events and appointments
- Computer proficient (Microsoft and Google products)
- Excellent communication skill, both in person and over the phone
- High level of professionalism, with the ability to relate to all levels of staff, department leaders and fans.
- Ability to identify problems, and develop solutions as needed
- Position requires non-traditional work hours; including nights, weekends and holidays
Preferred Qualifications
- Experience utilizing Paciolan ticketing system and SalesForce CRM Platform
- Bachelor’s degree or equivalent relevant experience
- Previous experience working in an NCAA, other athletic ticket office, or relatable membership/service coordinator role
Required License or Certification
n/a
Valid NC Driver's License required
NoCommercial Driver's License Required?
NoJob Open Date
04/09/2024Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.)
04/17/2024Notice to Applicants
Please note that the work history on your resume, must also be included in your application.
Special Instructions
Please be prepared to upload resume, cover letter and contact information for 3 professional references.
Position Number
00108886Position Type
SHRAPosition Classification Band Title
University Program AssociatePosition Classification Band Level
JourneyPosition Classification Salary Range
$ 35,589 - $ 64,499Salary Grade Equivalency
GN07Alternate Option
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.0Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Non Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Non Mandatory - Emergency EventTime Limited Position
NoDepartment Id
105002 - Athletics-Internal/External OperationsAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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