Job Title: Salesforce & Ticket Operations Manager
Company Overview
We are a premier global provider specializing in official ticket and hospitality packages for esteemed sports and entertainment events. With a robust presence in Charlotte, North Carolina, and several international offices, we leverage innovative technology and an extensive portfolio of events to fuel our ongoing success. Our partnerships with illustrious properties enhance fan experiences and corporate entertainment opportunities, reflecting the high standards these brands represent. Our event portfolio includes prestigious happenings such as Formula 1, NBA, Kentucky Derby, MotoGP, NFL games, NASCAR, and NHL events.
Position Overview
We are in search of a proactive and tech-oriented Salesforce & Ticket Operations Manager to become a vital member of our event operations team. This pivotal role entails the oversight of our Salesforce CRM system and ticketing processes, guaranteeing a fluid experience from event inception to fulfillment and execution. The successful applicant will be a strategic innovator with comprehensive knowledge of Salesforce, ticketing systems, and event operations, adept at managing intricate processes and leading a driven team.
Reporting To: Vice President of Operations
Key Responsibilities
Salesforce CRM Management
- Supervise the input, configuration, and management of all events within the Salesforce CRM platform, ensuring data integrity and thoroughness.
- Collaborate with sales, marketing, and event operations teams to seamlessly integrate event data across pertinent systems.
- Establish and uphold best practices for Salesforce data management, comprising regular audits, data cleansing, and system enhancements.
- Provide training and support to internal teams on leveraging Salesforce effectively for event management and ticketing.
- Work in conjunction with IT and Salesforce administrators to troubleshoot issues, implement new features, and optimize the platform for event operations.
Ticket Operations
- Guarantee precise and timely fulfillment of both digital and physical tickets, coordinating with vendors, partners, and internal teams.
- Monitor ticket sales performance, generate analytical reports, and deliver insights to senior management to guide decision-making.
- Ensure adherence to relevant regulations and best practices concerning ticketing, including data protection and anti-fraud measures.
- Manage and maintain seating inventory for all ticket types associated with events.
- Serve as the primary contact for ticket-related inquiries and concerns.
- Oversee ticket operations and customer service resolution at main/remote box offices during assigned events.
- Lead the setup and maintenance of remote box office locations for all events, including pre-event testing.
Leadership And Personnel Management
- Guide and mentor direct report(s).
- Establish objectives and prioritize tasks to ensure successful event delivery and execution.
- Ensure the accurate and timely completion of deliverables by your report(s).
- Provide hands-on career development and coaching to your report(s).
- Promote a collaborative team environment.
Financial Management
- Responsible for your assigned segment(s) of the event budget, ensuring accountability for budget management.
- Maximize budget utilization through effective negotiation and internal collaboration.
- Ensure the accurate tracking of planned and confirmed expenses.
- Manage on-site expenses and inspire fiscal responsibility among team members.
- Collaborate with department leaders to understand sales projections and necessary budget adjustments.
Required Skills
- Minimum of 4 years of progressive experience in ticketing and CRM software management.
- Experience in live/sporting events is preferred.
- At least 1 year of experience in a leadership role.
- Proven history of managing budgets exceeding 150K USD.
- Bachelor’s degree or higher in Hospitality Management, Business, Marketing, or a related field.
- Proficient in computer applications, including Excel, CRM software, and project management tools.
- Bi/multilingual capabilities are preferred.
Career Growth Opportunities
This position offers substantial opportunities for career development and mentorship, fostering a collaborative team dynamic that encourages personal and professional growth.
Company Culture and Values
We pride ourselves on cultivating a collaborative and innovative work environment, where diverse perspectives contribute to our mission of delivering exceptional experiences in the sports and entertainment sectors. We value accountability, teamwork, and strategic thinking, driving us to maintain our position as an industry leader.
Networking and Professional Opportunities
Joining our team provides a unique chance to collaborate with industry professionals and expand your professional network, enhancing both your skills and career trajectory within a prestigious organization.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Extensive walking and standing for periods exceeding 12 hours while attending events.
- Physical capability to lift up to 30 pounds/14 kilograms.
- Full-time, in-person role based in Charlotte, NC.
- Requires flexibility to work long hours and weekends, as necessary, along with the ability to travel up to 25% internationally.
- Eligibility to work in the United States.
Employment Type: Full-Time
