Tour Merchandise Sales Lead

Event Merchandise Sales Lead

Xtreme Xperience - Chicago, IL

Role Overview

This is a hands-on, travel-based role responsible for running the on-site merchandise tent at Xtreme Xperience’s supercar driving events nationwide. The Event Merchandise & Sales Lead owns event-day merchandise sales execution, inventory accuracy, POS performance, and guest experience while serving as the primary on-site point person for all merchandise operations.

This role leads through training, execution, and influence and does not include direct people management.

About Xtreme Xperience

Xtreme Xperience is a nationwide experiential motorsports company delivering premium supercar driving events at racetracks across the U.S. Since 2012, we’ve helped over 400,000 guests check “drive an exotic car” off their bucket lists. Headquartered in Chicago, we operate a national tour supported by in-house operations, guest services, sales, and marketing teams. We’re proud to be an Inc. Magazine Fastest Growing Company every year since 2017.

Expectations:

The Event Merchandise Sales Lead is a resourceful, collaborative, and analytically-minded professional capable of translating ideas into actionable strategies. With a strong focus on discipline and goal achievement, this role plays a pivotal part in driving success. Responsibilities include collaborating with the merchandise committee to provide design insights, enhancing and expanding our event merchandise setup, and conducting staff training to meet sales targets.

Working closely with other Guest Services Associates, you will play a key role in enhancing current merchandising practices, refining communication protocols, and optimizing operational procedures. Through the establishment of clear goals and objectives, you will contribute to the ongoing enhancement of guest service quality and sales effectiveness for Xtreme’s Tour.

Day-to-day duties as well as Event duties will consist of but are not limited to:

Traveling to a vast number of Event Weekends (20-25) to assist in Guest Services needs; checking in guests, outlining their day, handling light upsells, checking guest’s videos, ensuring participants leave happy.

Duties consist of but not limited to:

• Drives change within the team to enhance sales focus and operational efficiency.
• Ensures key performance metrics are accurately captured for all events, including promptly communicating any issues with POS system setup.
• Proactively learns and clearly communicates all updates in processes or products to team members, ensuring a strong understanding of product differentiators.
• Collaborates effectively across multiple departments, both on-site and with the HQ team, to maintain alignment and drive success.
• Create, implement, and maintain an ongoing training and development program for the Front-of-House (FOH) team to strengthen skills, reinforce standards, and support long-term team growth.
• Oversee the setup, teardown, and relocation of displays to ensure a professional and organized presentation at each event.
• Collaborate with the team to plan and execute efficient guest flow and operational processes for all events under your management.
• Deliver exceptional customer service to all participants and spectators, ensuring a positive, memorable experience that reflects our brand standards.
• Become fully trained and proficient in the POS system to effectively train and support team members in its use.
• Manage inventory levels and provide recommendations on supply orders to ensure FOH operations are fully stocked and event-ready.
• Respond to customer inquiries via phone, email, and chat in a professional, knowledgeable, and empathetic manner, ensuring each interaction is handled with care and accuracy.
• Leverage in-depth knowledge of our programs and vehicles to answer reservation inquiries, set accurate event-day expectations, and support sales growth through informed recommendations.
• Maintain a thorough understanding of refund, reschedule, and weather-related SOPs to effectively troubleshoot issues and deliver solutions that balance business needs with customer satisfaction.
• Identify and act on light inside sales opportunities to support Guest Services KPIs and contribute to both pre-track and at-track revenue goals.
• Analyze event-day capacity data to make strategic scheduling decisions that optimize team efficiency and enhance the guest experience.
• Deliver real-time problem-solving with a calm, confident, and solution-oriented approach to maintain a smooth and professional guest experience.
• Communicate promptly with customers—via phone, email, or day-of chat—regarding any event changes such as schedule adjustments, vehicle substitutions, or timing updates.
• Performing other related duties as assigned by management.
• Resolves guest-related issues, concerns or complaints;
• Does not directly supervise employees or contractors. The individuals you rely on to execute events will collaborate under the direction and guidance of the associated Event GM and Event Coordinator.

Qualifications:

Required: High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.

• Preferred: Bachelor’s or Associate’s degree, or equivalent combination of education and experience.
• Required: 4+ years of experience in Customer/Guest/Client Service or Hospitality. Office and team-based experience are highly preferred.
• Preferred: 1+ year of relevant experience (e.g., experiential marketing, retail, events, or automotive/racing industries)
• Required certificates, licenses and registrations: Driver’s License
• Preferred: Passport
• Computer skills required: MS suite (Excel, Word, PowerPoint, etc.)

Required: Flexibility of schedule; including weekends, holidays, and travel. Schedule will be known months in advance, but travel will include Thurs-Sunday & office work will include Black Friday and/or Christmas Eve.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Come As You Are: Your gender, your gods, your sex life, your skin color or your big-shot uncle don’t make a difference here. Xtreme is a progressive and open-minded company. If you are smart and good at what you do, come as you are

Job Type: Full-time

Pay: $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Chicago, IL 60651