Job Title: Manager, Ticket Operations & Analytics
Department: Revenue
Reports to: VP, Revenue and Business Development
The Top Shelf:
The Manager, Ticket Operations and Analytics is a valuable member of the revenue generating team for the Rockford IceHogs. This position requires a highly energetic and self-motivated individual with a strategic mindset. Our team, and this position, focuses on providing experiences that are impactful to the entire community in an effort to make Rockford proud.
How You Will Contribute:
- Manage all aspects of ticket operations for the Rockford IceHogs including building seasons, events and price codes in the ticket system, setup and oversee season ticket auto-renewal process, setup and oversee customized group sales systems and processes, create print files, communicate information throughout the organization and oversee A/R reports and inventory.
- On each game day, provide supervisory assistance in the BMO Center Box Office to support the ticket sales process and help solve challenges.
- Serve as primary point of contact with Blackhawks finance department, BMO Center box office staff, and ABM Parking staff for all matters including but not limited to all ticketing and parking logistics, end of month receivables, daily financial activity, monthly credit card reconciliation, resolving chargebacks, cash flow reporting, trade deal fulfilment and reporting, annual financial audit assistance and third-party sales platform, and billing reconciliation/payoff.
- Collaborate with business development, sales, membership services, partnerships and other IceHogs departments to ensure all ticket related needs are met, provide input for long term projects and anticipate changes to ticketing processes.
- Manage a broad range of functional responsibilities critical to business operations, including, forecasting, reporting, and data visualization, predictive analytics/modeling, ticket sales strategy assessment, pricing, inventory management, and market management.
- Create actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address ticket sales, corporate development, and retail objectives.
- Collaborate with the Blackhawks Business Strategy and Analytics Team via attendance at regular scheduled meetings.
- Other Duties as assigned.
Player Stats and Qualifications:
- 3-5+ years working in sports and entertainment industry, preferably in a ticket operations, box office, and/or analytics role.
- Previous experience with CRM (Salesforce experience preferred) & ticketing/inventory management software – extensive knowledge with Ticketmaster Host, Archtics, or similar Ticketing System preferred.
- Proficient in Microsoft Office, Excel, Word, Power Point, and other computer skills required.
- Experience with BI/Visual Analytics tools such as tableau preferred.
- High level of interpersonal skills to handle sensitive and confidential situations/Information.
- Must have a strong sense of self-awareness and emotional intelligence, and problem-solving skills.
- Ability to engage and interact with current and prospective clients and fans.
- Comfort and experience interfacing with various levels of staff and management, while working in a fast-paced environment.
- Uphold and demonstrate organizational values at all times – Integrity, Curiosity, Empathy, Collaboration & Originality.
- Ability to foster a positive team culture, and work well and collaboratively with others.
- Demonstrate excellent personal motivation and persistence to overcomes obstacles.
- Strong verbal and written communication skills.
- Ability to prioritize numerous tasks, support multiple high-level positions, and be able to prioritize work when given multiple projects.
- Ability and desire to work a flexible schedule, including nights, weekends and holidays as event schedule requires.
The Team:
The Rockford IceHogs, founded in 1999 and members of the American Hockey League (AHL), is a premier organization and primary development affiliate of the Chicago Blackhawks. Located in Rockford, IL, the Team calls the newly renovated BMO Center its home.
As the longest running professional sports team in Rockford, the organization has developed a passionate local fan base and has set multiple attendance records over the years, while establishing a strong a community presence.
The Rockford IceHogs’ goal is to continue providing exceptional fan experiences, elevating fan attendance, making a substantial impact in the community and continuing their commitment to developing exceptional talent.
The Rockford IceHogs is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applications will receive consideration for employment without regard to gender, race, religion or religious creed, color, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.
