Head of Ticketing and Hospitality

3 weeks ago

Nottingham, United Kingdom Nottingham Forest Football Club Full time

**Contract**: Full Time, 37.5 hours a week, plus home match days

**Location**: The City Ground, Nottingham, NG2 5FJ

**Working Arrangements**: On site

**Closing Date For Applications**: Monday 18th December

We are excited to start the search for an experienced, commercially-driven, and passionate **Head of Ticketing and Hospitality** to join our business and perform a key role within Nottingham Forest Football Club.

As part of the role, you will be driving a sales culture within the business, setting realistic but challenging seasonal strategy and relevant KPIs to optimise revenue generation. You'll operate as a key leader in our commercial team, with accountability for all of our ticketed sales (match days and events), encompassing season tickets, general admission ticketing and hospitality experiences. In addition, you'll be an experienced people manager and support the growth and personal development of our Ticket Office and hospitality sales teams.

This is a great opportunity to join Nottingham Forest at an exciting time and be part of a successful Club that is passionate about its people.

**The Perks of the Job**:

- Opportunity to access tickets for events at The City Ground.
- Employee Assistance Programme.
- Access to high street and gym discounts.
- Discount within our Club shop.
- Free on-site parking.

**Key Tasks and Responsibilities**:

- ** Strategy**: Play a key role in the development of the seasonal stadium and hospitality ticketing and membership strategies and pricing plans, to maximise revenues; oversee the delivery of our annual season ticket renewal process and issue; develop and deliver a calendar of non-match day events (e.g. away day experiences, golf days, awards events etc); work alongside the Senior Leadership Team, and the Club Chairman, in relation to the strategic development of our Stadium (the City Ground) and future supporter offerings (i.e. the development of new lounges and ticketing operations).
- **Leadership**: Lead the Ticket Office and Hospitality teams; review operational structures and resourcing plans, support individual development and team engagement; develop continuous training opportunities for all employees and casual team members.
- **Supporter and Guest Communication**: Champion customer experience and service at all touchpoints; ensure the development of robust supporter communication channels, including the prompt resolution of queries and complaints.
- **Supporter and Guest Experience**: Oversee the matchday hospitality experience; ensure customer satisfaction levels, customer retention and continuously high service delivery from third party suppliers; to develop unique and engaging match day entertainment and memorable moments for our hospitality customers; review and continuously improve our hospitality packages, and food and beverage offering.
- **Communication and Marketing**: Work with our marketing team to develop a seasonal communication strategy for ticketing, hospitality, events and memberships to drive attendance, engagement and revenue; review effectiveness of campaigns and continuously seek to innovate in attraction campaigns.
- **Collaboration**: Represent the ticketing and hospitality teams at all pre
- and post
- match meetings; engage and involve relevant individuals and departments regarding initiatives and operational delivery; work proactively with relevant external agencies and partners aligned to ticketing and access control.
- **Budget, Data and Reporting**: Proactively monitor the financial budget and provide regular Board reporting; develop data dashboards and report regularly on delivery against relevant KPIs; liaise with all club stakeholders regarding timely communication and reporting of key information.
- **Brand**: Ensure that all ticketing activity, from design to customer service and match day delivery, is conducted in line with Nottingham Forest Football Club’s brand strategy, where our supporters remain the heart of each-and-every activity.

**Skills, Experience and Knowledge**:

- A solid background in events or sports ticketing, ideally within elite football.
- Ability to balance strategic planning with hands-on operational delivery as needed.
- Adept at developing and delivering robust ticketing, marketing, and customer acquisition/retention strategies.
- Solid knowledge of ticketing systems; knowledge and use of Ticketmaster Sport XR and TeamCard access control systems are advantageous.
- A natural leader of people and experience in growing a thriving team.
- Experience of setting and working to deadlines, sales targets and KPIs.
- Experience of process development and continuous improvement programmes.
- Confident and articulate communicator capable of inspiring strong collaboration.
- Solid in person and telephone customer service experience, within fast-paced environments.
- Well organised, able to prioritise and a keen eye for attention to detail.
- Adept at sales budgeting, forecasting, data/trend analys

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