Sales and Ticketing Manager

Overview

Leading the day‑to‑day operation of WTM's Box Office and Sales function across all venues, driving ticket income and delivering an outstanding customer experience. This role manages the Box Office team and is responsible for operational excellence, staff development and the effective use of Spektrix.

• Lead and manage the box office function across the Pavilion Theatre, Connaught Theatre, Assembly Hall, Museum and all kiosk and remote points of sale.
• Drive a proactive sales culture across the team, maximising income through upselling, cross‑selling and event promotion at every customer touchpoint.
• Oversee event setup, pricing structures, memberships, group bookings and promotional offers and release management in Spektrix.
• Manage relationships with external ticket agents, agency allocations, the Ingresso API and third‑party event promoters.
• Ensure accurate completion of daily reconciliations, till procedures, banking and sales reporting.
• Work with the Director of Marketing and Sales on development of the Box Office function, implementing and managing changes positively with the team.
• Lead and develop the Deputy Box Office Manager, Box Office Supervisor and Box Office Assistant team; champion a cultural shift from reactive ticketing to proactive customer engagement – supporting the team to make outbound calls, promote memberships, drive patron upgrades and increase frequency of attendance.
• Set clear performance expectations, conduct regular one‑to‑ones and annual reviews, and identify development opportunities for all direct reports.
• Manage rotas, holiday cover and staffing levels across all venues and operational periods, including evenings and weekends.
• Deliver structured induction, training and ongoing briefings for the team, including event briefings, customer service standards and sales techniques.
• Maintain and develop WTM's use of Spektrix as the primary ticketing and CRM platform.
• Ensure compliance with PCIDSS, GDPR and all relevant data protection regulations across the Box Office team.
• Monitor and manage gift aid capture, data quality and customer consent in line with organisational policy.
• Produce and distribute regular sales reports, identify trends, and elevate concerns to the Director of Marketing & Sales.

• Significant experience in box office or ticket sales management.
• Strong team leadership skills with experience of managing and motivating a diverse team.
• Confident user of Spektrix or an equivalent ticketing CRM.
• Commercial awareness and a proactive approach to driving income.
• Excellent customer service skills and commitment to an outstanding audience experience.
• Proven ability to manage operational logistics across multiple sites and shift patterns.
• Experience of managing an outsourced contact centre or telephone sales partnership (desirable).
• Familiarity with TRG Arts revenue management methodology (desirable).
• Experience of kiosk or self‑service ticketing systems (desirable).
• Understanding of dynamic pricing and demand management principles (desirable).
• Experience working with third‑party ticket agents and distribution APIs (desirable).

Undertake all duties in accordance with WTM policies, in particular those relating to Customer Care and Equal Opportunities. Undertake such other duties as may reasonably be allocated to the postholder, which may involve providing assistance in any section of the department as may be required from time to time. Undertake any duties regarding health, safety and welfare at work, civil contingencies and business continuity which may reasonably be allocated to the postholder as a result of legislation, codes of practice or WTM policies.