Season Ticket Experience Manager

Full Time Job
PS&E is seeking a Season Ticket Experience Manager to retain, grow, and manage the relationship and experience with Indiana Pacers season ticket holders. This role will focus on retention and account growth, customer loyalty, and the fan experience through the management of season ticket holder relationships. You will be responsible for renewal, upselling, cross-selling, referral generation, and crafting lasting memories for season ticket holders by demonstrating an elevated level of service at all times.

We are looking for someone that can utilize excellent interpersonal communication and relationship-building skills to maximize their effectiveness with internal colleagues, external customers, and prospects. Our ideal candidate is hard-working, proactive, and organized with a positive outlook and a service mentality.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Business Development
• Achieve maximum retention of season ticket client base on an annual basis and assist Customer Loyalty team in achieving yearly retention goals.
• Grow current client portfolio through upgrade and add-on sales, while also seeking referrals and new opportunities outside of the current client base to achieve sales goals.
• Facilitate meetings and introductions within the company to generate additional revenue opportunities through new suite leases, corporate partnerships, and special events.
• Provide ideas to plan and launch a successful campaign, as well as generate opportunities throughout the year to aid in campaign efforts.
• Account Management
• Fulfill specific client touchpoints (including face-to-face visits, out of office meetings, phone calls, handwritten notes, emails, and other methods) to build rapport and make individualized connections.
• Develop, research, and document detailed client profiles to build a strong understanding of the client's purchase objectives and customize their experience.
• Manage the daily financial needs of the season ticket holder portfolio to ensure that payments are received in a timely manner and provide proactive or reactive contacts.
• Event Coordination and Budget Management
• Establish creative concepts that drive customer loyalty and develop strategic platforms that demonstrate events as desirable benefits for our fans.
• Coordinate the financial elements related to event planning, including but not limited to securing bids for venues / services, submitting invoices for payment, and maintaining an event budget.
• Schedule staff for events and educate them on the event strategy to confirm that concepts are understood and delivered as designed.
• Develop and implement the timeline and communication needed to grow event awareness and interest among the client base.
• Project and Campaign Activation
• Work with Customer Loyalty and other PSE team members to fulfill benefits that achieve loyalty objectives, as well as serving as a teammate to achieve cross-departmental goals and participating in community-wide initiatives.
• Plan and execute projects related to managing the full scope of the season ticket holder experience (ticket distribution, parking coordination, loyalty voucher preparation, welcome kit facilitation, holiday card distribution, client gifts, etc.).
• Participate and lead Bankers Life Fieldhouse ELEVATE service initiatives and assist in overmanaging on guest service and fan experience elements.
• Seek opportunities to promote growth and learning that provide new methods to improve and achieve results and that foster team-wide integration and efficiency.
• Utilize tools, technology, communication, and teamwork to fulfill upon experiences purchased through the Pacers mobile app that allow season ticket holders and fans to upgrade and enhance their game experience.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor's degree (B.A. or B.S.) from a four-year college or university. At least two years of sales or service experience is required. Leadership and/or management experience is preferred.

LANGUAGE SKILLS:

Ability to read, analyze and interpret written and verbal instructions and reports. Ability to write reports and correspondence in an accurate, clear, concise, and entertaining manner appropriate to the audience. Ability to effectively present information and respond to questions from supervisors, clients, customers and the general public.

COMPUTER SKILLS:

Strong working knowledge and proficiency in Microsoft Office including Excel, Word, Outlook, Powerpoint, and Windows. Experience with Archtics (or related ticketing system) and a CRM platform is preferred.

MATHEMATICAL SKILLS:

Knowledge to apply mathematical operations to such tasks as analyzing costs, evaluating data, and managing account financials.

REASONING ABILITY:

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.

PROBLEM SOLVING REQUIREMENTS:

Employee must make independent decisions and exercise independent judgment and discretion.
PHYSICAL AND ENVIRONMENTAL DEMANDS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a 10-key calculator, use a telephone, speak, hear, and write.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in the Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.