Ticketing & Sales Manager

Ticketing & Sales Manager

We are looking for a Ticketing & Sales Manager who will lead on ticketing for the New Theatre Oxford at a venue level. They will manage the ticketing systems specifically for exemplary inventory management for the tickets we have available and for ensure that our audiences receive the best service they can.

The focus of the role is to drive ticket, membership, package and ancillary product sales across all our events while ensuring exceptional customer service. The successful candidate will motivate, train and support the team to sell and cross-sell effectively, embracing change and supporting their team to do the same. They will lead a data driven and strategic approach to maximising ticket sales and be responsible for meeting sales targets within agreed budgets.

They must have excellent technological skills and a proactive approach to using technology to optimise both sales and customer experience. Exceptional organisational skills are a must to effectively manage venue ticketing across our busy programme.

You’ll report to the Theatre Director and be responsible for the Deputy Ticketing & Sales Manager and a team of Casual Customer Service Hosts. In this role you must lead by example, demonstrating a pleasant and collaborative approach in your day-to-day work. This includes liaising and communicating effectively with members of the audience and with key internal stakeholders - Marketing, Revenue Management, The Hospitality Team, Ticketing Operations, Memberships - for example, as well as with external Ticketing Agents, Promoters and Producers, in order to support the shared goal of maximising sales and minimising costs.

This role is based at the New Theatre Oxford, working 40 hours per week and will include a mix of day, evening, and weekend working, and occasional bank holidays. Please note, your role may require you to work with children and vulnerable people.

• To use data-driven insights to inform revenue and inventory management decisions, and to devise strategies that maximise sales opportunities.
• To liaise with Marketing and Revenue Management on the careful and proactive management of inventory to maximise sales. To proactively support any current revenue management initiatives and to create, advocate for and enact any revenue management ideas as agreed.
• Optimise the sales of PP seats, Ambassador Lounge and ensure all other hospitality packages and initiatives are sold at maximum price and volume with regular reporting maintained.
• Maintain proactive and regular communication with Ticketing Agents and promoters to ensure shows are collectively sold to as effectively as possible.
• Demonstrably support marketing campaigns through sales initiatives, providing regular ideas and communication with the relevant departments.
• Support the development and successful implementation of new technologies by central Ticketing and IT teams.
• Sell and cross-sell tickets, memberships & retail products in accordance with ATG Company and Venue guidelines and to meet sales targets within any prescribed budgetary constraints.

• To ensure adequate staff cover at all times, creating and monitoring the most effective weekly staffing rota and ensuring levels are managed within budget.
• Ensure that the casual Venue Ticketing & Sales Team is trained, proficient and knowledgeable in:
  • Customer Service from the beginning of the customer transaction to the end
  • Health and Safety
  • Current sales technology and any successive IT to maximise sales
  • Access membership scheme and requirements of access performances
  • Data protection
  • Company and Venue policies
• Manage staff issues as they arise including performance management & disciplinaries.
• Act as Line Manager to and support the Deputy Ticketing & Sales Manager.
• Provide the adequate training to ensure that the Sales Team are trained and knowledgeable.
• Continually motivate and provide leadership to the team to develop – and the Manager's own skills and personal development.
• Aid the Deputy Ticketing & Sales Manager and Customer Service Hosts in resolving any customer service problems.

• Provide financial reports and sales…