Business Intelligence & Ticketing Operations Manager

Who We Are: Lexington Sporting Club is a professional soccer club with a men's team competing in USL League One and a women's team set to launch in August of 2024. In addition to the professional teams, Lexington Sporting Club is comprised of a youth club with over 1,000 players within its youth and academy systems, a pre-professional women's team in the USL W League, two indoor soccer facilities, a $20 million soccer complex, and a soccer-specific stadium and performance facility coming in 2024. The club is a community-oriented organization focused on providing opportunities for youth development, fostering competition, and delivering exceptional professional soccer experiences.

Position Overview: Lexington Sporting Club is seeking an enthusiastic, self-motivated individual to fill the role of Business Intelligence & Ticket Operations Manager. He/she will lead all aspects of ticket and box office operations for events occurring at the sporting facility and manage our internal CRM processes for operational efficiency. This position will work in close collaboration with the entire organization to ensure cohesion and synergy, especially regarding ticket sales, database management, and CRM efficiencies. A strong focus on ticketing systems, manifest creation, and the proven ability to operate independently are essential.

Essential Duties and Responsibilities:

Ticket Operations

• Manage day-to-day tasks of ticketing operations and maintain all Ticket Operations policies and procedures.
• Build season plans, single events and price codes along with any other programming needs.
• Process internal ticket requests for groups such as owners, players, partners, staff, visiting team; issuing/re-issuing digital tickets; troubleshooting digital ticket issues.
• Assist Sales and Services Representatives with questions and troubleshooting CRM issues.
• Track and send required ticket audits for various groups.
• Hire and manage part-time Ticket Office staff availability on a weekly basis for scheduling and payroll purposes.
• Work in a supervisory capacity during all stadium events including regular season, playoffs, and other events.
• Assist Finance/Accounting team with reviewing credit card disputes from ticket purchases.
• Provide superior professional customer service to patrons and internal and external clients while working alongside the guest service and sales department.
• Assist with daily/weekly data exports, imports, and audits.
• All other related duties and special projects as assigned.

Business Intelligence

• Collaborate with business stakeholders to identify and track key business metrics.
• Consult with business leaders, staff and other groups regarding actuarial, financial, strategic, business planning and other matters.
• Contribute to the setting of standards and models for best practices relating to pricing and planning processes, approaches, tools, monitors, and implementations.
• Assist with the selection of CRM solution and lead the implementation across departments, focusing on the revenue generating areas of the business.
• Lead the creation of self-service dashboards and develop new KPIs to measure success of departments and drive insights.
• Use SQL queries to retrieve business information, respond to ad hoc requests, and develop reports using information from our database and ensure accuracy of those reports.
• Apply an understanding of the business implications and influence the course of actions taken.
• Perform ad-hoc research and/or data entry as needed to support business initiatives.
• Support the sales and prospecting efforts of the inside sales team members.
• All other related duties and special projects as assigned.

Qualifications:

• Bachelor's or advanced degree in Business, Statistics, Economics, Mathematics, or related fields preferred.
• Minimum of 3 or more years of experience working in areas of ticketing, consumer research, consulting or quantitative marketing.
• Experience with modeling as well as aggregating, transforming and reporting data.
• Experience working in a ticket sales department.
• Experience working in a project-based environment.
• Highly effective communicator who can distill complex ideas into concise selling points.
• Curious self-starter who can derive complementary insights from seemingly disconnected data.
• Detail-oriented with good organizational skills, ability to multi-task, and manage time effectively.
• Ability to work well on a team and independently.
• Solid communication and interpersonal skills.
• Ability to work flexible hours including nights, weekends, gamedays and holidays as required.
• Successful completion of pre-employment comprehensive background check.
• Must be legally authorized or able to obtain authorization to work in the U.S.

Benefits: This role offers a competitive salary and benefits including health, dental, and vision insurance, disability, life insurance and 401(k) retirement plan with employer match. Additional benefits include paid time off, paid holidays, discounted tickets and discounts on team merchandise.