Manager, Digital Performance

2 weeks ago

Manchester, United Kingdom Factory International Full time

You will drive a can-do culture within the team, ensuring that ticketing staff and systems are equipped to deliver the best quality work whilst delivering key objectives.
Your role will be a mix of hands-on setups and service management and working on longer term initiatives with the Head of Ticketing. You will task manage a team of staff including workload management, streamlining, and training responsibilities.
Manage Event setup for all FI events, includes collating relevant information from teams, building events and performances in Ticketing/CRM systems, acting as first point of contact for amends and troubleshooting
Liaise with external providers to arrange setup for FI digital events, ensuring integration of any external systems with Spektrix takes place as required
Maintain event listings on the Ticketing/CRM System to optimise customer experience and maximise sales for Factory International
Work with the relevant Web teams (internal and external) to develop and establish efficient processes for listing events online and optimising the online purchase pathways
Maintain the ticketing relationship with our system providers, acting as first point of contact for troubleshooting and training requirements, resolving ticketing system issues as needed
Provide training for Spektrix use across the organisation, eg reporting, sales, setups and any other relevant modules
Build ancillary products using the ticketing/CRM system such as memberships, merchandise, donations and link in upselling and cross-selling as appropriate
Process ticket bookings using ticketing/CRM system and follow approved FI ticketing procedures
Support the Ticketing function with administrative tasks such as detailed financial reconciliation, system maintenance and data management and administration of ancillary software including but not limited to crowdEngage and Activity Stream
Recruitment for and line management of Ticketing Set Up Coordinator, Administrator and Assistants as required
Working within a team using CRM (or similar) systems to setup events to go on sale
Problem solving especially with ticketing and CRM systems
Advanced knowledge of computerised box office systems and reporting functions
Extensive knowledge of the UK Ticketing landscape, leading ticking providers and systems
Ability to compile accurate reports and present data clearly in order to drive decision making, interpreting sales data and making recommendations to Head of Ticketing on shifts in pricing, discounting and offers
Demonstrable experience of data management and GDPR
Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds
Experience of working with Spektrix, ActivityStream, Crowdengage and scanning software
Using Website Development systems (TNEW/Wordpress) and Custom Websites or equivalent
Enthusiasm for training, mentoring and support of emerging talent
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