Assistant Director, Ticket Serv. & Retention

 

Summary

The Assistant Director, Ticket Service & Retention will be actively responsible for the servicing and selling of tickets while also assisting in ecommerce/CRM efforts. This role will be key in providing high level customer service to prospective or current ticket holders leading up to all Army West Point Athletic Association Inc. (“AWPAA”) ticketed events. 

Scope of Impact

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Summary

The Assistant Director, Ticket Service & Retention will be actively responsible for the servicing and selling of tickets while also assisting in ecommerce/CRM efforts. This role will be key in providing high level customer service to prospective or current ticket holders leading up to all Army West Point Athletic Association Inc. (“AWPAA”) ticketed events. 

Scope of Impact

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The employee has daily interaction with a variety of United States Military Academy (“USMA”) stakeholders and serves AWPAA’s External Operations and wider Army fanbase and community. This position serves as a way for the community to communicate with West Point directly.  The communication and interactions may affect the community’s viewpoint of AWPAA.  

Level of Decision Making

This is a sales and ticket operations representative position. This position will continuously engage in daily sales and service efforts. This position is responsible for making decisions based on mission requirements, will align with both the AWPAA and USMA missions, will be in the best interest of the athletic department, and will adhere to all applicable rules and regulations. The Assistant Director, Ticket Service & Retention position will play an integral role in the success of the AWPAA, the Ticket Sales Unit, and the External Operations area(s). 

Success Factors

Success in this position will be evaluated by the Supervisor on the employee’s performance in a variety of areas, including but not limited to: Commitment to AWPAA Mission, Vision and Values; and supporting the AWPAA Strategic Plan and Priority Results. Other success factors include being well organized, good time management skills, coachable, positive attitude and the ability to build relationships and connect with others. 

Essential Duties and Responsibilities 

40% Customer Experience

• Assist with inbound phone operations and other inquiries on an as-needed basis to help compliment the sales teams’ efforts.
• Assist with ecommerce initiatives intended to increase customer experience and business intelligence efforts. 

30% Revenue Generation

• Execute day to day sales efforts.
• Monitor personal book of business and team sales goals for each season and campaign.
• Manage, track and develop growth in assigned book of business for each seasonal campaign.

20% Ticket Operations 

• Manage all ticket operations, events and box office staff for one to two ticketed sports including but not limited to:
  1. Back office and online system build for the season.
  2. Management of player guest tickets in conjunction with the compliance office.
  3. Management of the game day box office and ticket scanning system.
  4. Wrap up and archiving of all player guest and financial records from each event.
  5. Management, build and execution of all post season events for assigned sports.

5% Professional Development

• Continuously take part in personal and team sales development and training targeted to each unique campaign installation. Continually monitor and study evolving best sales practices from relevant industries with a focus on growth and the customer experience.

5% Other Duties as Assigned 

 

Supervisory Responsibilities

This position has a ticket operational component that includes managing all ticket operations, event, and box office staff for one or more winter sports.

Work Conditions & Physical Requirements

• Perform duties in a fast-paced, ever-changing work environment.
• Must be able to remain in stationary position for 50% of the time. 
• Occasionally moves in boxes weighing up to 30 lbs.
• The person in this position needs to be occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer, printer, and phone. 
• The person in this position frequently communicates with team members, USMA staff and vendors. 
• Occasionally works in outdoor weather conditions.
• Must be able to work nights, weekends, and holidays as needed.

 

Travel 

Limited travel as needed with a ticketed sport at the discretion of the position supervisor. Travel may include overnight trips to locations where the competition is taking place.

Required Qualifications

• Knowledge of Microsoft Office 365.
• Demonstrate good judgment and the ability to respond quickly in a fast-paced work environment.
• Team-First Approach & Strong Work Ethic.
• Ability to Build and Maintain Relationships.
• Excellent Organizational and Communication Skills.

Preferred Qualifications

• Bachelor’s degree; a combination of education and relevant experience may substitute.
• Experience with Paciolan ticket software.
• Experience with Salesforce CRM.
• Demonstrated knowledge of NCAA rules and regulations.

Additional Eligibility Requirements

• Must be eligible to work in the United States of America, without sponsorship.
• Must be eligible to work on a military installation, including a willingness to submit to a background screen.
• Must possess a valid driver’s license.

Pay Range  

$18.29 to $21.00 per hour

This job posting contains a pay range, which represents the range of salaries that AWPAA believes, in good faith, at the time of this posting that it might be willing to pay for the posted position. AWPAA expects to hire for this position near the middle of the range. Only in truly rare and exceptional circumstances, where an external candidate has experience, credentials or expertise that far exceed those required or expected for the position, would AWPAA consider paying a salary or rate near the higher end of the range.

About Us

USMA is renowned as the world’s preeminent leadership development institution. Located on the banks of the Hudson River in West Point, NY, it is approximately one hour from New York City. The mission of USMA is "to build, educate, train, and inspire the Corps of Cadets to be commissioned leaders of character committed to the Army Values and ready for a lifetime of service to the Army and Nation." This position will be housed within the AWPAA, which is a non-profit corporation organized to manage and support the 30 intercollegiate athletic programs at the Academy. The AWPAA mission is to recruit, educate, train and inspire leaders of character who are committed to the Army Values through an extraordinary NCAA Division I athletic experience.

Equal Opportunity Employer

AWPAA is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law.

Black, Indigenous, and People of Color (“BIPOC”), women, and members of the LGBTQIA+ communities are encouraged to apply. Applicant qualifications are considered without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law. 

Disclaimer Statement

This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

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