Ticketing Manager

Ticketing Manager

The Ticketing Manager is responsible for the effective leadership and day-to-day management of AFC Bournemouth’s Ticket Office, ensuring a high standard of service, operational efficiency and an excellent supporter experience. The role will lead, develop and resource the team, ensuring the Ticket Office is well prepared to meet the demands of the club’s fixture and event programme.

Working closely with the Chief Sales Officer and key stakeholders across the club, the Ticketing Manager will oversee ticketing activity across all competitions and events, balancing supporter needs with the club’s operational and commercial objectives while driving continuous improvement in ticketing processes and service delivery.

• Please note this role does require the incumbent to be available for contact outside of core working hours and be available to work weekends and all home fixtures throughout the season.
• Availability during peak on-sale periods and high-demand fixtures.

• Lead and manage the AFC Bournemouth ticket office team, setting and maintaining high standards of customer service, professionalism and supporter experience.
• Act as the day-to-day line manager for the ticket office team, providing clear direction, regular feedback, coaching and performance management to ensure the team is engaged, knowledgeable and operating effectively. This includes casual members of ticket office staff.
• Recruit, onboard, train and develop ticket office colleagues, identifying individual strengths, development needs and skill sets to build a capable, resilient and high-performing team.
• Take overall responsibility for the effective organisation and resourcing of the ticket office, scheduling, ensuring appropriate staffing levels, skills and coverage to meet the demands of the football club and its varied fixture and event programme.
• Act as the primary point of contact for ticket office requirements across the club, working closely with departments including hospitality, operations, safety, commercial, marketing, media & communications, football operations, accounts and supporter services to understand requirements and deliver an effective, joined-up service.
• Coordinate interdepartmental ticketing requirements, ensuring key stakeholders are kept informed and that agreed processes, deadlines and priorities are clearly understood and delivered.
• Act as a senior point of escalation for supporter enquiries, complaints and concerns, taking ownership of complex or sensitive cases and ensuring they are resolved fairly, professionally and in line with club policies and values.
• Champion a supporter-first approach across the ticket office, using feedback, complaints and customer insight to identify opportunities to improve processes, communication and the overall supporter experience.
• Work closely with marketing and communications to ensure ticketing information, policies, deadlines and campaigns are communicated clearly, accurately and consistently across appropriate supporter channels.
• Work closely with the Chief Sales Officer to support the club’s wider ticketing objectives, contributing to strategies that maximise revenue and attendance while maintaining an excellent supporter experience.
• Support the planning and delivery of ticketing activity across Premier League fixtures, European competitions, cup competitions, hospitality requirements, commercial initiatives and other club events, ensuring the ticket office is appropriately prepared to meet operational demands.
• Maintain a strong understanding of Premier League, UEFA, FA, EFL and other relevant competition and regulatory requirements relating to ticketing and supporter management, ensuring the ticket office operates in accordance with applicable rules and club policies.
• Work closely with accounts to ensure appropriate financial controls and processes are followed within the ticket office, including reconciliation, refunds, invoicing, record keeping and reporting.
• Monitor ticket sales, supporter demand and operational performance, providing regular updates and insight to the Chief Sales Officer and relevant senior stakeholders.
• Identify opportunities to improve ticket office processes, team performance and supporter service, taking a proactive approach to resolving issues and implementing improvements.
• Ensure effective communication within the ticket office team, creating a positive, collaborative working environment where colleagues understand their…