Manager, Sales & Service

Comcast Spectacor is a leading sports and entertainment company with a diverse portfolio including the National Hockey League’s Philadelphia Flyers, the National Lacrosse League’s Philadelphia Wings, the award-winning Wells Fargo Center, and the worldclass esports franchise, T1 Entertainment & Sports. Headquartered in Philadelphia, Comcast Spectacor has more than 50 years of experience, with a proven track record of cultivating championship teams, managing worldclass venues, and promoting vibrant communities. Comcast Spectacor is part of Comcast Corporation, a global media and technology company that operates Comcast Cable, NBCUniversal, and Sky.

Job Summary

The Wings’ Manager of Sales & Service is responsible for leading the team that handles the sale, fulfillment, and service of all full-season, partial-season, and group ticket packages and plans. This individual will motivate, coach, and support the group while “leading from the front” as a personal contributor to the team’s overall success. Reporting directly to the Team President, the Manager will play an outsized role in the development and execution of the team’s broader go-to-market strategy, including regular & frequent collaboration with Marketing, Communications, and Analytics departments, while providing tactical guidance and development resources to his/her team to ultimately surpass all revenue goals. Serving an integral role in the front office’s culture and success, the ideal candidate will have a passion for leading and developing teams, be a strategic planner who is able to utilize data in decision making, have a positive mindset, and possess excellent verbal and written communication skills.

Job Description

Core Responsibilities

• Develop and launch new ticket sales initiatives including season ticket memberships, partial plans, upgrade campaigns, and group sales programs 
• Develop and execute annual season ticket member retention and engagement plan including touchpoint strategies, communication plans, upgrade campaigns and other account service initiatives
• Support, coach, and mentor team members to drive results and position individuals for future growth
• Heavily contribute to the process of business plan development, training manuals and strategy, and policies & procedures 
• Collaborate cross-functionally with fellow Comcast Spectacor ticketing leaders to optimize workflows and maximize revenue opportunities
• Represent the Wings on league Ticketing committees and scheduled calls
• Handle customer challenges and/or concerns as they relate to sales made by the department.
• Responsible for successful on-sale of all ticket sales products including timeline, e-marketing campaigns, inventory management and online activation.
• Work closely with Hospitality in planning and executing Prospect and Member events  
• Actively use business analytics tools to review the performance of ticket sales initiatives, track campaign progress, target KPIs and performance of staff members  
• Work alongside the Team President with Marketing and BI teams to develop effective ticket sales campaigns & identify sources for ticket buyer leads.
• Work with ticket office to ensure processes and policies are fully defined and upheld to result in seamless account functionality and tracking 
• Act as a management point of contact for all escalated service issues and provide exceptional customer service 
• Manage annual expense budget set for the department 
• Conduct regular training sessions to enhance sales and service skillset of the staff
• Assign and monitor KPIs for the staff to ensure staff members are set up for success
• Attend appropriate meetings to gain knowledge and provide input and update reports for the various events being sold.
• Work closely with the leadership to build a strong sales culture.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Event Ticketing; Business Planning; Teamwork; Group Sales; Developing Plans; Customer Service

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years