Position: Director - Ticket Sales & Services CLTFC
Department: Ticket Office - Sales
Reporting Relationship: Reports to Vice President - Ticket Sales & Services
Status: Full-Time (Exempt)
About Charlotte FC
Charlotte Football Club is the Major League Soccer Club in the Carolinas. The Club's mission is to be a unifying force that is bigger than one city and encourage a sense of belonging through a progressive, collective, and ambitious approach that guides efforts on and off the pitch. CLTFC is committed to driving growth through the sport and community outreach. Charlotte FC is owned by David Tepper and is a part of Tepper Sports & Entertainment, which also includes Bank of America Stadium and the Carolina Panthers. For more information, visit CharlotteFootballClub.com.
Position Summary
Charlotte FC is actively seeking a Director - Ticket Sales & Services to oversee the activities for full-time staff and seasonal project support sales & services staff to achieve department revenue and capacity goals through the sale of general and premium season tickets, group tickets, and individual game packages. Additionally, they will oversee the recruitment & development of the Sales Staff as well as the planning, training, and execution of strategic plans to meet and exceed sales and retention goals for Charlotte FC. The incumbent is responsible for the day-to-day to management of our sales and service staff and will oversee all efforts regarding recruitment, hiring, training, ongoing development and growth for our representatives, renewals, specialized services program, and all related organizational projects.
Primary Responsibilities:
Ticket Sales:
* Responsible for reaching budgeted ticketing and revenue goals.
* Lead the recruiting, hiring, training and management of sales staff.
* Ideate, strategize, and ultimately implement sales initiatives for Charlotte FC.
* Determine sales targets, develop pitch points, and assist in developing sales leads and campaigns.
* Oversee and track sales progress while aligning results with club objectives and goals.
* Lead day-to-day planning and management of all sales programs, initiatives and events.
* Continuously engage and support the sales staff through mentoring, training, and by providing ongoing feedback.
* Regularly conduct ongoing training and information sessions so that representatives can accurately pitch season ticket memberships, groups sales, etc.
* Work across multiple internal departments to help execute initiatives and events and tie back to the sales team; align with marketing and partnerships to assist with specific campaigns.
* Assist sales staff in achieving and maintaining high productivity and professionalism
* Work with direct reports to create proper reporting & update process to be shared and communicated with Vice President.
* Track sales activity and compensation reporting.
* Set performance goals and assist with sales forecasting accordingly.
* Meet and deliver sales presentations to key clients and assist sales reps with maintaining relationships and negotiating & closing deals.
* Additional related duties as assigned.
Ticket Services:
* Oversee services and enhancement program for all Season Ticket accounts
* Implement year-round communication and touch point strategies to enhance the customer experience and positively impact retention such as responding to survey questions or day-to-day inquiries.
* Maintain and develop, along with Vice President, all relative tracking and customer service metrics by creating proper reports and summaries to be shared with executive team throughout the year.
* Create an environment that incentivizes the service team to maximize productivity.
* Engage in the service process by handling potentially sensitive customer service situations.
* Maintain a high level of customer service with all clients.
Additional Responsibilities:
* Work with other departments to improve communication and the fan experience.
* Demonstrate a commitment to the support of department goals and objectives in all areas.
* Willingness to assist with other departments as able.
* Represent CLTFC at various events in a professional manner.
* Participation and involvement in Game Day activities, promotions, and sales events.
* Facilitate special projects as assigned.
Qualifications:
* 6+ years of ticket sales & service experience at the collegiate or professional sports level, preferred.
* 3+ years in a management or leadership role, required.
* Bachelor's degree preferred.
* Experience with Microsoft Dynamics CRM and Archtics systems.
* Must have a valid US Driver's license.
* Must pass pre-employment screens.
* Soccer knowledge is a plus.
Skills for Success
* Strong work ethic and attention to detail.
* Strong verbal and written communication skills.
* Problem solver and creative thinker with the ability to manage multiple projects simultaneously.
* Decision maker, able to exercise independent judgement and discretion with integrity and accountability.
* Superior customer service and leadership skills.
* Works well within a collaborative, team-driven, and goal-based environment.
* Works well under pressure while maintaining a positive attitude.
* Must be a team player, reliable, and dependable with a can-do attitude.
* Must maintain complete confidentiality of privileged, and/or sensitive information.
* Must, at all times, display the character and values of the Tepper Sports & Entertainment brand.
* The ability to prioritize workload to manage time and tasks.
Work Environment and Physical Requirements
This position operates in a professional office environment and outside in a stadium facility. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Local travel to events may be required. This position typically works approximately 40 hours per week.
* Must be able to work in all Charlotte FC home matches
* Must be able to lift and carry up to 25 lbs.
* Ability to remain sitting for up to 8 hours at a desk and computer
* Ability to remain standing/walking for up to 8 hours
* Ability to work both indoors and outdoors, and endure weather conditions, including rain, wind, high and low temperatures, etc.
* Must be able to work in non-traditional settings, and work non-traditional hours including nights, weekends and holidays
Charlotte FC
Mar 04, 2025