Director, Season Ticket Services – Houston Astros

Summary/Objective:

The Director, Season Ticket Services oversees the Season Ticket Services team responsible for the account management and renewal of all Full Season and 28-Game Season Ticket Packages for the Houston Astros.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Lead the Season Ticket Services Team, which serves as the main point of contact for over 4,000 Astros Full Season and 28-Game Plan accounts.
2. Oversee the annual renewal strategy and execution for all Full Season and 28-Game Packages.
3. Hire, train and manage a team of five Account Managers.
4. Ensure Season Ticket Services Team are maximizing all cross-selling opportunities and meeting annual revenue metrics. 
5. Direct all in-game customer interactions for all Astros Package Holders at “Season Ticket HQ” during each Astros Home Game.
6. Continually train Season Ticket Services Team to handle all client issues with highest level of customer service in mind.  Ensure each member of the Season Ticket Services Team is qualified to identify and resolve client issues using a quick response approach and making sound decisions based on available facts.
7. Provide development opportunities to maximize the capabilities of all Season Ticket Service Team members.
8. Develop proactive programs and events designed to strengthen the engagement level of all Season Ticket Holders with the goal of increasing their likelihood of annual renewal. 
9. Coordinate annual projects related to seat relocation, renewals and postseason.
10. Through CRM, track all relevant touchpoints made with Season Ticket Holders and 28-Game Plan Holders.
11. Performs other related duties as assigned.

Competencies
1. Communication Proficiency.
2. Customer/Client Focus.
3. Decision Making.
4. Discretion.
5. Flexibility.
6. Management/Leadership.
7. Problem Solving/Analysis.
8. Results Driven.
9. Teamwork Orientation.
10. Technical Capacity.

Supervisory Responsibility
This position manages all employees of the season ticket services department and is responsible for the performance management and hiring of the employees within that department.

Work Environment
This job operates in a clerical, office setting.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. This will vary during Houston Astros baseball season.

No travel is expected for this position.

Required Education and Experience
1. Bachelor’s degree and 5+ years ticket sales and management experience.
2. Ability to lead and motivate sales staff.
3. Strong management/leadership experience with the ability to collaborate with key internal/external resources effectively.

Preferred Education and Experience
1. Experience in professional sports preferred.

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