Overview:
The Director of Ticket Sales and Service is a senior leadership role responsible for driving ticket revenue growth, increasing attendance, and maximizing fan retention through innovative sales strategies and high-impact service initiatives. This role will oversee a dynamic sales and service team, guiding the development and execution of ticketing strategies for season tickets, groups, mini plans, suites, and individual games. The Director will serve as a strategic partner to the executive team and collaborate across departments to ensure the Durham Bulls deliver industry-leading fan experiences.
This individual will bring a proven track record of sales leadership within sports or live entertainment, a data-driven mindset, and a passion for building high-performing teams.
Key Responsibilities and Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Ticket Sales Strategy & Execution
- Lead the development, implementation, and evaluation of comprehensive ticket sales strategies.
- Manage a personal book of business and lead by example in outbound selling.
- Oversee a high-performing ticket sales team including hiring, training, setting performance benchmarks, and coaching.
- Collaborate with marketing and ticket operations to execute campaigns aligned with business goals.
- Utilize analytics tools (e.g., StellarAlgo, WolfCycle) to segment audiences and optimize sales performance.
- Monitor team pipeline activity and sales metrics through CRM and sales reporting platforms.
- Develop and oversee innovative group theme nights and large-scale sales promotions.
- Manage vendor relationships related to sales tools, lead generation, and fan engagement platforms.
Service & Retention Strategy
- Design and execute the 919 Member (season ticket holder) experience strategy, including renewal campaigns and annual events.
- Oversee full-time and part-time customer service teams focused on proactive communication and issue resolution.
- Lead the creation of service standards, fan rewards programs (e.g., Fan Maker), and benefits tailored to different segments.
- Cultivate relationships with fans and respond to feedback that enhances loyalty and improves the offering.
- Partner with Bull City Hospitality to ensure smooth delivery of suites, catering, and hospitality services.
- Hire and manage game day roles including guest services, fan ambassadors, and picnic staff.
Cross Departmental Collaboration
- Work closely with Marketing to align campaigns with sales goals.
- Coordinate with Events, Hospitality, and Game Operations to enhance the full fan journey.
- Contribute to the overall business strategy by aligning ticketing goals with organizational priorities.
Leadership & Administration
- Develop monthly commission plans and performance incentives.
- Produce reports on revenue, retention, and customer satisfaction.
- Champion a culture of innovation, accountability, and continuous improvement within the department.
- Support front office initiatives including major events and team-wide responsibilities (e.g., tarp duty).
Other Duties:
- Collaborate with all departments for successful customer service and sales campaigns, including BullCity Hospitality, Marketing and Events departments.
- Support all events at Durham Bulls Athletic Park, including general Front Office responsibilities such as hiring events, special events, and pulling tarp.
- Perform other duties typical of a Minor League Front Office as needed.
Required Qualifications:
- Experience working with Ticketing systems, CRM, and Sales Analytics
- Strong understanding of sales cycles, sales tracking, and sales analytics
- At least 5 years of prior management and leadership experience
- Excellent customer service skills, ability to solve problems quickly and attention to detail required
- Positive attitude with a people-oriented mindset; able to multitask, stay organized, self-motivated, and detail-focused
- Excellent written and verbal communication skills
Preferred Qualifications:
- Experience with Ticketmaster platform preferred
- At least 3 years of sports sales experience preferred
- At least 7 years prior sales and/or ticket office experience preferred
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Seeing, hearing, listening, touching, ability to move across distances, climbing, pushing, and pulling, and hand/finger dexterity.
- Capacity for intermediate reading and writing, basic clerical and math skills, advanced analysis and comprehension skills, advanced judgment, and decision-making skills.
- Able to occasionally lift up to 15 pounds.
Work Conditions: The work conditions and characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Ability to work flexible hours as needed, including evenings, weekends, and holidays.
- Ability to remain focused and perform work in noisy and crowded environments with multiple distractions.
- This position may occasionally require working outdoors in unpredictable weather conditions, including extreme heat, cold, rain, snow, and wind, necessitating the ability to adapt to changing environmental factors and wear appropriate protective gear as needed.
Benefits:
- Competitive salary based on experience.
- Benefits package including:
- Comprehensive health insurance plan options
- Vision and Dental Insurance
- Company sponsored life insurance
- Numerous voluntary benefit options – legal plans, pet insurance, discounted home and auto and more!
- 401K with company match
- Generous paid time off
- 9 paid company holidays
- Opportunities for professional development and career growth.
- Dynamic and inclusive work environment with a supportive team culture.
- Exciting projects and growth opportunities within a leading organization.
- Opportunities to attend free local events, such as sporting events, concerts, shows, and more.
Pre-Employment Information:
- A pre-employment drug screening is required.
- Capitol Broadcasting Company participates in E-Verify.
- Capitol Broadcasting Company participates in the Work Opportunity Tax Credit (WOTC) program. However, completing the WOTC questionnaire is completely voluntary. Your decision will have absolutely no impact on your hiring chances, and your application WILL be accepted regardless of whether you choose to provide this information or not.
EEO Statement:
Capitol Broadcasting Company is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
CBC Statement:
Capitol Broadcasting Company, Inc. is a diversified communications company which owns and/or operates
WRAL-TV,
WRAZ-TV,
WRAL-FM,
WRAL-HD2,
WNGT-CD,
WCMC-FM,
WCMC-HD1,
WDNC-AM,
WCMC-HD2,
WCMC-HD3,
WCLY-AM,
WCMC-HD4,
Microspace, and
WRAL Digital in Raleigh, NC;
WILM-TV,
WILT-LD and
Sunrise Broadcasting in Wilmington, NC;
The Durham Bulls Baseball Club,
Bull City Hospitality, and
Coastal Plain League in Durham, NC;
The Holly Springs Salamanders in Holly Springs, NC; the
American Underground startup hub in Durham, NC; and real estate interests including the
American Tobacco Historic District in Durham, NC;
Rocky Mount Mills in Rocky Mount, NC;
MoJud Lofts in Greensboro, NC; and
The Thread in Rock Hill, SC.
