Head of Ticketing and Sales

3 weeks ago

London, United Kingdom Hampstead Theatre Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Summary

Hampstead Theatre is looking for a Head of Ticketing and Sales to maximise revenue from ticket sales and ensure the highest standards of customer service are maintained at the box office. They are also responsible for maintaining and managing the ticketing, CRM and other digital systems which support sales. The successful candidate will be target driven, customer focused and able to lead and motivate a team to deliver those same values. Significant experience of leading a ticketing and sales operation in a similar environment is essential, as well as excellent administration and IT skills.

More Details

RESPONSIBILITIES INCLUDE:

Ticketing, Sales and Box Office Management

  • Ensure the highest levels of customer service across the organisation
  • Oversee the smooth and efficient operation of all ticket sales at Hampstead Theatre
  • Efficiently manage all ticket holds and allocations across the organisation to ensure maximum capacity at every performance
  • Work with the Finance department to ensure accuracy of financial reconciliation
  • Oversee the configuration and set up of all ticketing for Hampstead productions and other ticketed events within Tessitura
  • Coordinate with all departments including Marketing and Development on setting up season on-sale announcements
  • Work with the production team and production managers to advise on seating layouts in the auditoria including seat numbers and sightlines
  • Line manage the Deputy Head of Ticketing and Sales and Ticketing Assistants, providing leadership, pastoral care and strategic problem-solving for daily ticketing operations
  • Oversee the training of Ticketing and other staff on Tessitura, establishing and maintaining standard operating procedures as well as streamlining policies, systems, team structures and departmental processes for improved efficiency
  • Ensure the work of the department is consistent with access and diversity objectives, including creating a welcoming environment for all audiences

Digital Systems Management (including Tessitura)

  • Manage digital system administration, maintenance and upgrades across all relevant ticketing and CRM systems
  • Act as the principal point of contact and relationship manager with external ticketing agents, including initial API connections, show set-up, agreeing commission, managing ticket allocations and generating end of run invoices
  • Promote innovative ways of using Tessitura and other digital systems to underpin Hampstead Theatre's progress towards strategic goals and maximise impact and efficiency across the organisation
  • Develop knowledge, insight and ideas around digital opportunities across the organisation

Website Integration

Work with the Director of Marketing and Communications to:

  • Manage and develop Hampstead Theatre's digital roadmap to ensure that website integration with Tessitura and other systems continue to serve the needs of the organisation
  • Ensure online sales effectively integrates with Tessitura to ensure a smooth booking journey, excellent customer experience and to support sales, marketing and development objectives
  • Troubleshoot any issues regarding the functionality of the website
  • Work with external marketing agencies to integrate analytics with online sales

Organisational Support, Insight and Reporting

  • Provide data-driven business intelligence to relevant departments, interpreting analytics and using integrated analytics tools to create, distribute and analyse reports
  • Work alongside the Director of Marketing and Communications to devise and implement short and long-term ticketing strategies including dynamic pricing and segmented mailings
  • Work with the Director of Marketing and Communications to support Hampstead Theatre's audience development ambitions, developing and delivering innovation in ticketing and digital engagement to reach and retain new audiences
  • Work with the Marketing and Development departments to ensure all direct communication campaigns are configured to deliver maximum financial return and business intelligence as well as reporting on conversions and the effectiveness of these campaigns
  • Work with the Director of Marketing & Communications to track sales, monitor house numbers and provide predictive forecasting
  • Support the Development department in the analysis of data to identify fundraising prospects and develop engagement strategies
  • Support the Head of Press & PR and the Producing department to manage Press tickets and ensure the smooth delivery of Press Nights

Compliance and Data Security

  • Work with the Executive Director to ensure organisational adherence to statutory regulations including Data Protection, GDPR and PCI compliance
  • Regularly review Hampstead Theatre's data security to manage and report on data security risk
  • Establish and maintain best practice around the use of data within Tessitura and training staff across the organisation on data entry, database management and data extraction

The following responsibilities apply to all Hampstead Theatre staff:

  • Participating actively in the life of the theatre.
  • Complying with Hampstead Theatre's Diversity, Health & Safety, Environmental Sustainability, GDPR and other policies at all times.
  • Carrying out administrative work generated by the above activities.

This job description is a guide to the nature of the work required of this position. It is neither wholly comprehensive nor restrictive and does not form part of the contract of employment.

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