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 enthusiasti