At Pacers Sports & Entertainment (PS&E), our mission is simple: make everyone a fan. As the home of the Indiana Pacers, Indiana Fever, Noblesville Boom, Pacers Foundation, and Gainbridge Fieldhouse, we create unforgettable experiences and elevate our community by bringing the pride and hustle that defines us in everything we do.
We believe our greatest impact comes from putting people first, competing with integrity, and striving to do more for our community than they could ever do for us. We Push the Pace by embracing innovation, uniting around shared goals, and hustling with humility at all levels. Whether we're creating memorable moments for fans or supporting the team behind the team, collaboration is always valued, every contribution matters, and each day is an opportunity to help our organization and community thrive.
JOB SUMMARY:
PS&E is seeking a Season Ticket Experience Manager to retain, grow, and manage the relationship and experience with Indiana Pacers season ticket holders. This role will focus on retention and account growth, customer loyalty, and the fan experience through the management of season ticket holder relationships. You will be responsible for renewal, upselling, cross-selling, referral generation, and crafting lasting memories for season ticket holders by demonstrating an elevated level of service at all times.
We are looking for someone that can utilize excellent interpersonal communication and relationship-building skills to maximize their effectiveness with internal colleagues, external customers, and prospects. Our ideal candidate is hard-working, proactive, and organized with a positive outlook and a service mentality.
ESSENTIAL DUTIES / RESPONSIBILITIES
- Business Development
- Achieve maximum retention of season ticket client base on an annual basis and assist Customer Loyalty team in achieving yearly retention goals.
- Grow current client portfolio through upgrade and add-on sales, while also seeking referrals and new opportunities outside of the current client base to achieve sales goals.
- Facilitate meetings and introductions within the company to generate additional revenue opportunities through new suite leases, corporate partnerships, and special events.
- Provide ideas to plan and launch a successful campaign, as well as generate opportunities throughout the year to aid in campaign efforts.
- Account Management
- Fulfill specific client touchpoints (including face-to-face visits, out of office meetings, phone calls, handwritten notes, emails, and other methods) to build rapport and make individualized connections.
- Develop, research, and document detailed client profiles to build a strong understanding of the client’s purchase objectives and customize their experience.
- Manage the daily financial needs of the season ticket holder portfolio to ensure that payments are received in a timely manner and provide proactive or reactive contacts.
- Event Coordination and Budget Management
- Establish creative concepts that drive customer loyalty and develop strategic platforms that demonstrate events as desirable benefits for our fans.
- Coordinate the financial elements related to event planning, including but not limited to securing bids for venues / services, submitting invoices for payment, and maintaining an event budget.
- Schedule staff for events and educate them on the event strategy to confirm that concepts are understood and delivered as designed.
- Develop and implement the timeline and communication needed to grow event awareness and interest among the client base.
- Project and Campaign Activation
- Work with Customer Loyalty and other PS&E team members to fulfill benefits that achieve loyalty objectives, as well as serving as a teammate to achieve cross-departmental goals and participating in community-wide initiatives.
- Plan and execute projects related to managing the full scope of the season ticket holder experience (ticket distribution, parking coordination, loyalty voucher preparation, welcome kit facilitation, holiday card distribution, client gifts, etc.).
- Participate in Gainbridge Fieldhouse ELEVATE service initiatives and assist in overmanaging on guest service and fan experience elements.
- Seek opportunities to promote growth and learning that provide new methods to improve and achieve results and that foster team-wide integration and efficiency.
- Utilize tools, technology, communication, and teamwork to fulfill upon experiences purchased through the Pacers mobile app that allow season ticket holders and fans to upgrade and enhance their game experience.
- In every position, each employee is expected to align with PS&E's mission and core values along with actively participating in company-sponsored community outreach programs.
- Other duties as assigned.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
- Bachelor’s degree in business, sports marketing, or a related field highly preferred.
- Minimum of two years of sales or service experience required.
- Leadership and/or management experience preferred.
- Strong communication, relationship-building, organizational, and problem-solving skills.
- Proficiency in Microsoft Office; experience with Archtics or a similar ticketing system and CRM platform preferred.
- Ability to manage account financials, analyze information, and exercise sound independent judgment.
PHYSICAL AND ENVIRONMENTAL DEMANDS
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a 10-key calculator, use a telephone, speak, hear, and write.
While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in the Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.