Ticket Operations Lead – Loudoun United Football Club
Location: Remote
Position Summary:
Loudoun United FC is seeking a dynamic and detail-oriented Ticket Operations Lead to oversee all aspects of ticketing operations for the club. This role is crucial in ensuring a seamless and positive ticket purchasing and event access experience for our fans. The Ticket Operations Lead will be responsible for the efficient management of our ticketing system, inventory, reporting, and customer service related to ticketing. Experience with the SeatGeek ticketing platform is highly preferred.
Key Responsibilities:
- Ticketing System Management: Serve as the primary administrator for the club's ticketing system (preferably SeatGeek), including event setup, pricing configuration, inventory management, and user access control.
- Sales Channel Management: Oversee ticket sales across all channels, including online, box office (match day and advance sales at Segra Field), group sales, and third-party platforms.
- Inventory Control: Manage and reconcile ticket inventory to ensure accurate availability and prevent overselling.
- Reporting and Analysis: Generate regular and ad-hoc reports on ticket sales, revenue, attendance, and other key metrics. Analyze data to identify trends and provide insights to inform pricing and sales strategies.
- Box Office Operations: Manage the efficient operation of the box office at Segra Field on match days and for advance sales, including supervising part-time staff and ensuring excellent customer service.
- Customer Service: Serve as a point of escalation for complex ticketing inquiries and issues, providing timely and effective resolutions to ensure fan satisfaction.
- Group Ticket Management: Oversee the processing and fulfillment of group ticket orders and packages.
- Season Ticket Holder Management: Manage season ticket holder accounts, renewals, and benefits.
- Marketing and Promotions Support: Collaborate with the marketing and sales teams to implement ticketing promotions and ensure accurate setup and tracking within the ticketing system.
- Financial Reconciliation: Work closely with the finance department to reconcile ticket sales revenue and ensure accurate financial reporting.
- Compliance and Security: Ensure all ticketing operations comply with relevant regulations and security protocols.
- Staff Training and Supervision: Train and supervise any part-time box office staff, ensuring they are knowledgeable about ticketing policies and procedures and provide excellent customer service.
- System Updates and Implementation: Stay informed about ticketing system updates and implement new features or functionalities as needed.
- Game Day Operations: Oversee all ticketing-related aspects of game day operations at Segra Field, ensuring smooth entry for fans.
Qualifications and Experience:
- Minimum of 1-2 years of experience in ticket operations within a sports or entertainment organization.
- Strong proficiency and hands-on experience with the SeatGeek ticketing platform is highly preferred.
- Proven experience managing all aspects of a ticketing system, including event setup, pricing, and reporting.
- Excellent understanding of box office operations and best practices.
- Strong analytical skills with the ability to interpret data and generate insightful reports.
- Exceptional customer service and problem-solving skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Strong communication and interpersonal skills.
- Ability to work flexible hours, including evenings and weekends, as required by the event schedule.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Experience supervising part-time staff (desirable).
Loudoun United FC is an equal opportunity employer and values diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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