Ticket Sales Service Manager

  Chicago Bears
  Lake Forest, IL
  Marketing/Events/Promotions
  Posted/Updated: 07/27/18

Job Summary

The Chicago Bears are looking for an Manager of Ticket Sales & Service.  This position is responsible for the daily operation of the club’s customer service efforts, Season Ticket Holder initiatives and Premium Seating sales and service.  The individual will provide reports to leadership regarding overall sales and service performance, utilization, and league compliance.  The individual will manage direct reports to meet or exceed goals set by leadership.

Managerial Responsibilities:

·         Collaborate effectively with the Ticket Sales & Service team to execute the department’s service vision in alignment with club strategies.

·         Supervise and support all sales and service staff.  This includes hiring, training, mentoring, coaching, and scheduling work assignments for full-time and part-time team members.

·         Set and manage expectations for staff.  Provide formal and informal performance feedback, including recommendations for improvement.

·         Work with the Director on establishing the annual department budget.  Track, approve, and monitor funds as directed.

·         Manage the day-to-day outputs of customer service call center.

Departmental responsibilities:

  • ·         Develop and execute strategies focused on increasing Season Ticket Holder satisfaction, engagement and retention.
  • ·         Conduct research and implement new ideas to expand Season Ticket Holder benefits program.
  • ·         Cross-departmental collaboration, working closely with assigned internal project teams to execute various Season Ticket Holder events, ticket sales campaigns and general fan communication. 

 

·         Collaborate with Data Analytics department to manage and track CRM activity and new business opportunities.

·         Oversee gameday service operations in the United Club and The Midway.

·         Implement the “The Bears Way” guest services initiative both internally and in collaboration with gameday partners and vendors.

·         Recommend and implement enhancements for fan engagement and customer service.

·         Provide back-up support to call center during times of peak demand and schedule conflicts.

·         Work closely with Ticket Operations Manager developing and maintaining efficient Ticket Office processes and best practices.

·         Perform other duties as assigned.

 

Minimum Qualifications:

  • Bachelor’s Degree in Sports Management, Marketing, or related field.
  • Minimum of 4 years’ experience in customer service.  Previous supervisory experience is required.  Previous experience working in sports is strongly preferred.
  • Advanced knowledge of Microsoft programs and CRM. 
  •  Able to work nontraditional hours in nontraditional settings including holidays, evenings, and weekends.  Working all home games and team events are required.
  • Possess excellent, professional communication skills.  This includes the ability to establish a rapport with others and build strong relationships, both internally and externally, with a variety of personalities.
  • Must have the ability to work in a high pressure, fast paced environment while keeping key individuals in the loop.
  • High level of commitment to organizational ethics, integrity and compliance
  • Must be dependable, willing to take initiative and adapt to a variety of situations.
  •  Strong time management skills and the ability to think proactively and anticipate needs.
  • Demonstrated ability to make independent decisions and exercise sound judgment. 

 



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