Country Music Association
Director, Ticketing and Premium Experiences
Country Music Association, Nashville, Tennessee, United States,
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:
Minimum of five years’ experience in event ticketing (sales, strategy, operations, and/or premium)
BA/BS degree in a related field or equivalent work experience
People management experience preferred
Exercise integrity and the ability to use good judgment in the scope of assigned authority
Strong knowledge of ticketing systems (Ticketmaster, ViVenu, etc.)
Strong analytical skills to develop data-driven sales strategies and identify growth opportunities
Ability to build positive working relationships with clients, partners, and peers
Team player that can collaborate and work effectively with a variety of personalities
Keen eye to identify problems, ideate potential solutions, and ultimately resolve problems
Effective at and enjoys teaching, training, and assisting others
Be curious to think creatively and critically
Strong communication skills, both verbally and written
Flourish when balancing multiple projects and priorities
Proficient with Microsoft Suite, including Microsoft Excel, and open to learning new technologies
Experience with using CRM systems for ticketing preferred (Dynamics, etc.)
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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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:
Minimum of five years’ experience in event ticketing (sales, strategy, operations, and/or premium)
BA/BS degree in a related field or equivalent work experience
People management experience preferred
Exercise integrity and the ability to use good judgment in the scope of assigned authority
Strong knowledge of ticketing systems (Ticketmaster, ViVenu, etc.)
Strong analytical skills to develop data-driven sales strategies and identify growth opportunities
Ability to build positive working relationships with clients, partners, and peers
Team player that can collaborate and work effectively with a variety of personalities
Keen eye to identify problems, ideate potential solutions, and ultimately resolve problems
Effective at and enjoys teaching, training, and assisting others
Be curious to think creatively and critically
Strong communication skills, both verbally and written
Flourish when balancing multiple projects and priorities
Proficient with Microsoft Suite, including Microsoft Excel, and open to learning new technologies
Experience with using CRM systems for ticketing preferred (Dynamics, etc.)
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.
#J-18808-Ljbffr