Tickets and Membership Manager

Lead the delivery of all ticketing operations and match day activity, ensuring accurate system setup, strong sales performance, and an excellent customer experience. Act as the club's subject‑matter expert for the ticketing system (VMS), while managing staff, resolving live issues, and supporting membership and season ticket growth.

This is a hands‑on, high‑pressure role requiring strong operational leadership, systems expertise, and customer focus.

Key Responsibilities

Ticketing Operations

• Manage end‑to‑end setup of fixtures in VMS, including pricing, seating, and event configuration
• Oversee ticket sales across online, phone, and in‑person channels
• Monitor sales trends and support planning decisions
• Ensure compliance with league/EFL requirements
• Liaise with opposition clubs on allocations and sales processes
• Act as an escalation point for complex ticketing issues

Customer Experience

• Handle customer enquiries and escalated complaints (errors, refunds, system issues)
• Support and guide frontline staff on ticketing and membership queries
• Maintain high service standards across all touchpoints

Ticketing System (VMS)

• Manage the ticketing system, including events, pricing, and memberships
• Troubleshoot issues (sales errors, printing, online journey)
• Work with system providers to resolve faults and improve functionality
• Train staff on system use and best practices

Match Day Operations

• Lead ticketing operations on match days, including staffing, systems, and setup
• Act as central contact for live issues (turnstiles, discrepancies, sales)
• Coordinate with key stakeholders to ensure smooth delivery
• Deliver sales updates and complete post‑match reporting and reconciliation

Memberships & Season Tickets

• Manage and develop membership and season ticket products
• Lead renewal and sales campaigns
• Identify opportunities to improve retention, value, and revenue
• Manage match day and reception staff (including rota planning)
• Train, onboard, and support team members
• Monitor performance and address issues where needed

Stakeholder Management

• Work closely with internal teams (Senior Leadership, Finance, Safety, Commercial)
• Provide accurate reporting to support planning and financial control
• Managing live, high‑pressure match day environments
• Resolving system and operational issues in real time
• Maintaining accuracy and compliance across ticketing activity

Person Specification

• Experience in ticketing, events, venue operations and system administration.
• Strong experience with ticketing/booking systems (VMS or similar)
• Customer service experience handling complex issues
• Ability to work in fast‑paced environments
• Experience in sport or live events
• Team leadership experience
• Experience with memberships/subscriptions
• Exposure to financial reporting/reconciliation
• Strong systems and problem‑solving ability
• High attention to detail
• Organised and able to prioritise effectively
• Confident leader in high‑pressure situations
• Excellent communication and customer service skills