Job Description:
Reporting to the VP, Ticketing Sales & Service, the Director, Ticketing will play a pivotal role in enhancing efficiencies between our ticketing operations and sales and service sub- departments. This position will assist in the development and execution of go-to-market (GTM) strategies, workback schedules, and delivery timelines of important ticketing initiatives and campaigns. The ideal candidate will blend operational excellence with strategic insight, utilizing data analytics tools to inform decision-making and optimize performance.
Role Responsibilities:
· Collaborate with the VP, Ticketing Sales & Service to create and execute comprehensive go-to-market strategies that align ticketing operations with sales & service objectives across all sub-departments.
· Identify and implement best practices for ticketing operations, including event builds, ticket allocation, order processing, account management, pricing strategies, and promotions to enhance customer experience and operational efficiency.
· Serve as a key liaison between Ticketing Sales & Service and other cross-functional departments, namely Marketing and Business Intelligence (BI) to facilitate communication, collaboration, and the alignment of departmental goals and GTM strategies and execution plans.
· Assist in the planning, execution, and tracking of ticket sales campaigns across all channels. Utilize Tableau and customer relationship management (CRM) systems to monitor performance metrics and provide insights for continuous improvement.
· Oversee ticketing operations across all sub-departments, ensuring streamlined processes and efficient workflows that enhance the effectiveness of sales and service efforts.
· Utilize data-driven analytics to identify trends, track performance, and inform strategic initiatives. Work alongside BI to develop dashboards and reports in Tableau to visualize ticketing performance for stakeholders.
· Work with VP and ticketing managers to develop training programs that ensure consistent understanding of operational procedures and customer service standards across all sub-departments.
· Collaborate with IT, Ticketing Operations, BI and ticketing vendors to ensure effective utilization of ticketing systems and technologies, supporting operational and strategic needs.
· Monitor key performance indicators (KPIs) for both ticketing operations and sales campaigns, providing regular reports to the VP on performance and areas for improvement.
· Proactively address operational challenges and customer service issues, collaborating with ticketing managers to develop effective solutions.
Qualifications/Experience:
In addition to bringing a commitment to Vancouver Whitecaps FC vision and values, the ideal candidate will require a broad base of digital knowledge with degrees of demonstrated experience as follows:
· Must be legally entitled to work in Canada
· Bachelors degree, preferably in Business Administration, Sports Management, Operations Management, or a related field
· Minimum of 5 years of experience in ticketing operations and strategic planning, preferably within a professional sports organization or entertainment venue.
· Strong understanding of ticketing systems and software, with experience in optimizing operational processes.
· Proficiency in data analytics tools, such as Tableau or other CRM systems, with the ability to translate data into actionable insights.
· Excellent analytical and problem-solving skills, with a focus on data-driven decision making.
· Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate effectively across departments.
· Strong leadership abilities, with experience in managing teams and fostering a culture of accountability and excellence.
· Passion for sports, particularly soccer, and a commitment to enhancing the fan experience.
· Flexibility to work evenings and weekends as needed for match days and special events.
Whitecaps FC believes that diversity and inclusion is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. This includes but is not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our People & Culture department.
We thank all applicants for their interest, however only those selected for further consideration will be contacted. No recruiters or agencies, please.
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