Director of Ticket Sales & Service

AC Grand Rapids is an MLS NEXT Pro expansion club set to launch in 2027. As a new pillar in the West Michigan sports landscape, the club is committed to building a best-in-class sporting and entertainment organization that reflects the pride, passion, and values of the Grand Rapids community. We are building an innovative and community-driven club that wins on and off the pitch.

Position Summary

The Director of Ticket Sales & Service will play a foundational role in standing up and leading the club’s ticket sales operation, driving revenue performance, organizational strategy, and the development of a high-performing sales team. This role is accountable for the vision and execution of how the club sells season tickets, group sales, premium seating, and hospitality packages, while building and leading a team of Account Executives who deliver exceptional results and fan experiences. The Director of Ticket Sales & Service will be a trusted leader amongst club leadership and represent the organization positively in the community.

Primary Responsibilities

• Own and be accountable for all ticket sales revenue performance, including season tickets, group sales, premium seating, and hospitality packages.
• Develop and execute comprehensive ticket sales strategies that drive year-over-year revenue growth across all ticket products.
• Build, lead, and develop a high-performing ticket sales team, including recruiting, hiring, and onboarding top sales talent that aligns with the club’s mission and culture.
• Establish individual and team sales quotas, activity standards, and performance expectations aligned with organizational revenue goals.
• Design and manage compensation structures, commission plans, and incentive programs that drive results and retain top performers.
• Provide coaching, mentoring, and professional development through regular team meetings, one-on-ones, and training sessions that foster accountability and drive revenue growth.
• Conduct regular performance evaluations and make personnel decisions in alignment with club leadership.
• Manage the ticket sales department budget, including forecasting and expense management.
• Personally manage high-value accounts and complex negotiations for group tickets and premium seating.
• Partner with the marketing team and broader business intelligence resources to leverage data and analytics (sales pacing, customer insights, market trends) to inform sales strategies, CRM strategy, and new sales opportunities.
• Collaborate with finance on revenue forecasting, budgeting, and financial reporting.
• Work in unison with the Director of Corporate Partnerships and the Director of Marketing & Communications to implement department goals.
• Ensure alignment between ticket sales and game day operations to deliver seamless, exceptional fan experiences.
• Maintain an up-to-date awareness of MLS, MLS NEXT Pro, and sports trends, statistics, strategies, and activities.
• Assist with the development, coordination, and implementation of game day activities as needed.
• Provide the highest standards of customer service to every client and potential client.
• Perform other duties as required.
  
  

Minimum Qualifications

• Bachelor’s degree.
• At least 5 years of relevant ticket sales experience, with demonstrated success leading and managing sales teams.
• Proven track record of consistently meeting or exceeding revenue targets.
• Experience managing departmental budgets and financial performance.
• Experience designing compensation structures, commission plans, and performance management systems.
• Proficiency with CRM systems (Salesforce or comparable).
• Must be proficient in MS Word, Excel, PowerPoint, and Outlook.
• Must be willing to work flexible hours, including nights, weekends, holidays, and match days.
• Must be willing to travel when necessary.
• Must pass pre-employment screens.
  
  

Preferred Qualifications

• Experience in ticket sales leadership within a professional or collegiate sports organization.
• Experience playing or knowledge of the professional soccer landscape.
  
  

Essential Functions

• Develop and maintain courteous, effective, and professional working relationships with employees at all levels of the organization as well as with clients, partners, and their contacts.
• Must be able to follow company policies and procedures.
• Must maintain appropriate levels of confidentiality concerning client and club matters.
• Must be punctual and timely in meeting all requirements of performance, including but not limited to attendance standards, work deadlines, and all scheduled meetings.
• Must adapt, with minimal or no advance notice, to changes in how business is conducted and work is accomplished.
• Always meet or exceed the club standards of professionalism.
• Excellent organizational skills and attention to detail.
• Excellent communication, presentation, and influencing skills, able to work with multiple stakeholders and personalities.
• Dynamic interpersonal skills and approachable personality.
• Works well under pressure while maintaining a positive attitude.
• Must be a reliable team player who thrives in a collaborative environment.
• Ability to make sound decisions and exercise independent judgment and discretion with integrity and accountability, while working in a fast-paced, high-demand, and sometimes strenuous environment.
• Must be able to multi-task while managing time successfully.