Head of ticketing

3 weeks ago

London, Greater London, United Kingdom Donmar Warehouse Full time

Application deadline: 12pm on Thursday 30th May

Salary: £40,000 per annum

Terms: Permanent, full time

Working hours: 35 hours per week; including one duty management shift per week

Interview round one: Monday 13th May

Interview round two: Week beginning Monday 20th May

Are you a data-driven leader with a passion for the performing arts?

The Head of Ticketing is a key role within the Audiences team, ensuring the smooth and efficient operation of all ticket sales and maximising revenue at the Donmar. The successful candidate will have extensive experience of working with a ticketing system such as Spektrix and will plan and deliver regular training sessions for Customer Service Assistants to ensure a consistently high standard of customer service.

The Head of Ticketing will provide regular financial and audience data reporting, feeding into audience development strategies and pricing initiatives. On a day-to-day basis the Head of Ticketing will provide leadership and strategic problem solving for ticketing operations, ensuring that data is managed in accordance with data protection and best practice. The Head of Ticketing will be passionate about excellent customer service, able to motivate and inspire, with meticulous attention to detail and strong analytical skills.

Knowledge, skills and experience

Essential

Passion for providing a consistently excellent experience for customersExtensive experience of a ticketing and CRM system such as SpektrixExperience of managing and developing a dynamic Box Office team in a professional performing arts environment, including devising and delivering trainingExperience of delivering high levels of service to a range of customers including philanthropic supportersProven track record of increasing ticket sales and improving customer service standardsProven experience of preparing and presenting comprehensive reporting on all aspects of a complex ticketing operation for senior managementStrong financial analytical skills with the ability to present to senior managementAbility to plan the delivery of a consistently high level of service whilst accommodating high levels of activityAn in-depth understanding of Data Protection and PCI regulationsAbility to lead and manage complex and multiple projects in a highly pressured and dynamic environmentHighly developed interpersonal skills with the ability to lead, inspire and motivate a teamA clear and confident communicatorPersonable and enthusiasticExcellent attention to detailThe ability to collaborate with many different stakeholders, including producers and creative personnelAbility to prioritise, multi-task and adapt to new situations'Can-do' attitude, personal drive, resourcefulness and initiativeStrong problem solver Desirable Experience of using SpektrixKnowledge of and enthusiasm for the work of the Donmar WarehouseExperience of working in a producing theatre Please note that we do not accept CVs or cover letters; submissions received without correct forms, or outside of our online portal Breathe will be declined. If you have any questions, or require an alternative format to apply, please email

We particularly encourage applications from those who are currently underrepresented both at the Donmar and more widely in the industry, and specifically from D/deaf or disabled, or neurodivergent applicants and applicants who experience barriers and inequity due to ethnicity, gender identity and/or socioeconomic background.

Please state in your application that you found this role through Creative Access.

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