Director, Ticketing and Premium Experiences

Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.

Position Summary

The Director of Ticketing and Premium Experiences will lead ticketing planning, pricing, operations, and premium offerings for all CMA events. This role is responsible for maximizing ticket revenue and developing strategic sales and service initiatives that enhance the experience for fans, partners, and VIP clients. Acting as a critical liaison and collaborator among the CMA team and partners, the Director will drive initiatives that capitalize on new opportunities while enabling CMA to maintain momentum with evolving ticketing operations.

The ideal candidate is an organized, strategic, and personable professional with a demonstrated ability to build strong partnerships, manage complex ticketing functions, and maximize revenue. This role requires a collaborative, resourceful approach to elevate customer service standards, grow revenue, and produce successful outcomes that align with CMA’s customer-focused and results-driven values.

This position is based in Nashville, TN and requires a minimum of 3 days of in-person work per week.

CMA believes in and expects all staff to act in alignment with its core values of collaboration : exhibiting a team-oriented focus, practicing active listening, demonstrating empathy; being solution-minded : proactively identifying problems and potential solutions; and commitment : exhibiting tenacity, engagement, and passion.

Essential Functions :

Lead event ticketing and paid attendee parking for all CMA events including, but not limited to, CMA Fest, CMA Country Christmas, and CMA Awards through four key functions : 1) Ticket Processes and Revenue Optimization, 2) Ticket Team and Vendor Management, 3) Ticket Operations and Guest Experience, and 4) Premium and Hospitality Experiences Management.

• Ticket Processes and Revenue Optimization
• Develop and manage an annual ticketing and premium business plan and budget
• Strategically enhance ticketing processes, products, and revenue through pricing, inventory management, and product mix
• Leverage reporting and analytics to support informed decision-making to achieve operational and revenue goals
• Continuously identify and implement process efficiencies for sales and operations
• Ticket Team and Vendor Management
• Lead and manage ticketing department staff to accomplish department objectives
• Lead cross-departmental efforts of Ticketing and Premium teams, including facilitating necessary meetings and guiding team on sales and operational priorities based on sales traction and CMA objectives
• Act as key point person with venue box offices for ticket operations activities and cultivate alliance with their teams to uphold a high guest service standard
• Oversee vendor management, including RFP processes, relationship maintenance, and project oversight
• Integrate partner and vendor relationships to optimize and supplement CMA’s ticketing execution and revenue potential
• Ticket Operations and Guest Experience
• Oversee ticketed event creation, development, and fulfillment, ensuring smooth operations across all ticket platforms
• Ensure that ticketing team provides exceptional customer service, creates positive experiences for fans and clients throughout their ticket purchasing journey, and as needed, directly address complex customer service issues
• Develop and maintain policies and procedures for ticket operations, event management, and customer service
• Oversee the reporting process, including reconciliations with venue box offices
• Premium and Hospitality Experiences Management
• Partner with leadership to define and execute premium sales strategies, identify opportunities for growth, present solutions, and implement initiatives
• Facilitate premium sales process and collaboratively work across teams to utilize premium assets to CMA's objectives
• Oversee execution and ticket operations for all premium efforts across CMA’s events ensuring seamless execution of premium experiences.
• Support other Business Strategy & Operations functions, as needed

Qualifications :

CMA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic trait, sexual orientation, national or ethnic origin, disability status, or any other characteristic protected by law.

Commitment to Inclusivity

CMA is committed to creating lasting change by nurturing an inclusive and equitable culture. By fostering these practices in all areas of our business, we will ensure the future of our industry. We celebrate the dedication of our staff, our membership and the industry in moving Country Music forward and are committed to offering education and resources to help ensure an equitable pipeline of opportunity that continues for years to come.

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