What are the responsibilities and job description for the Director of Ticket Sales position at Charlotte Hornets?
Description
Hornets Sports & Entertainment is in an exciting new phase, with new leadership in both basketball and business, and a renewed commitment to elevating our franchise. Building on a strong foundation, we are focused on becoming a premier NBA organization—one that sets the standard both on and off the court. The Hornets are about much more than just basketball. We are about the energy of live sports and entertainment—an experience that is truly unmatched. Beyond Hornets basketball, Spectrum Center serves as a premier destination for world-class concerts, family shows and marquee sporting events, bringing unforgettable experiences to Charlotte year-round.
We are deeply committed to our community, using our platform to create meaningful impact and drive positive change. We proudly represent the city of Charlotte, embracing its diversity, culture and unwavering spirit. As an organization, we strive to elevate our city by connecting people through the power of basketball and live entertainment, building something special for our fans, employees and community.
Position Overview
The Director of Ticket Sales will oversee and lead the inside sales and membership sales teams for Hornets Sports & Entertainment (HSE). This role is focused on driving revenue through the sale of season tickets, memberships, and partial plan offerings. You will develop and implement sales strategies to achieve organizational revenue goals while providing leadership to ensure the team is motivated and equipped to succeed. Reporting directly to the Vice President of Ticket Sales & Services, the Director will also collaborate with other departments to align sales efforts with broader organizational objectives.
Core Values
HSE embodies the following core values:
- Integrity
- Teamwork
- Competitiveness
- Candor
- Accountability
- Resilience
Essential Duties and Responsibilities
- Develop and implement targeted inside sales and membership sales strategies to meet or exceed revenue targets for season tickets, membership packages, and premium seating options.
- While overseeing the Manager of Inside Sales and the Manager of Membership leads, you are also responsible to lead, coach and manage the inside sales and membership sales teams.
- Provide guidance, training and performance evaluations to ensure the team meets and surpasses sales goals while maintaining high standards of customer service.
- Drive the sales of season tickets and memberships by identifying new prospects, maximizing revenue opportunities with current customers and implementing effective upselling techniques.
- Provide ongoing training and development for the inside sales and membership sales teams to increase their sales performance and ensure their knowledge of the organization's products, services and sales strategies is up to date.
- Work closely with the VP of Ticket Sales & Services, marketing, customer service, and operations teams to ensure cohesive ticket sales strategies, promotional activities and fan engagement initiatives that align with broader business goals.
- Track the performance of both the inside sales and membership sales teams, generating regular reports and presenting key insights to the VP of Ticket Sales & Services.
- Utilize CRM tools to create and implement activity reports, monitor pipelines and assess sales performance for ROI optimization.
- Utilize data to identify trends, optimize sales tactics and improve conversion rates.
- Ensure a high level of customer satisfaction, leading to repeat business and referrals.
- Lead the creation and execution of targeted sales campaigns and promotions designed to increase ticket and membership sales, leveraging special offers, themed nights and other initiatives to engage fans.
- Assist in managing the ticket sales department’s budget and forecasting sales revenue to ensure alignment with organizational financial goals.
- Continuously monitor industry trends, competitor activities, and best practices to adjust sales strategies and maintain a competitive edge in the marketplace.
- Work nights, weekends and holidays as required to support events and maintain strong client relationships.
- Perform other duties and responsibilities as assigned to support the overall ticket sales and services strategy.
Required Skills, Experience and Abilities
To perform the job successfully, you will have or demonstrate the following skills and abilities:
- Bachelor’s degree in Business, Marketing, Sports Management, or related field, preferred.
- Minimum of 5 years of experience in sales, with a focus on sales or sports sales.
- Proven experience in leading and managing a sales team, with a track record of achieving results.
- Innovative and strategic thinker, passionate about the entertainment industry.
- Proven relationship-building skills with a customer-first approach, capable of engaging with executives and affluent clientele.
- Detail-oriented with exceptional organizational and time-management skills to manage team and multiple projects and ensure timely follow-up.
- High-energy, self-motivated professional with a strong passion for driving revenue through ticket sales.
- Proven ability to negotiate effectively, highlighting the value of partnerships to secure long-term business.
- Excellent problem-solving skills, with the ability to remain calm and focused in fast-paced, high-pressure environments.
- Strong strategic thinking capabilities to identify opportunities, analyze data and implement successful sales tactics.
- Proficiency in CRM platforms, analytics tools, and presentation software to track performance and deliver impactful sales presentations.
- Strong closing and consensus-building skills, with a track record of successfully sealing deals.
- Commitment to delivering a white-glove service experience that ensures client satisfaction and fosters long-term retention.
- Exceptional verbal and written communication skills, with the ability to adapt communication style to diverse audiences.
- Flexible availability, with the willingness to work evenings, weekends, and select holidays as required.
Additional Information
This is a full-time, benefit-eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.
HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered.
