Ticketing Operations Manager

We are looking for an experienced Ticketing Operations Manager to join our team and lead the management, operation and development of Kew's Ticketing functions. Responsible for ensuring a seamless and high-quality ticketing experience, this role oversees both on-site and online ticketing systems, helping to drive income generation, and ensuring compliance and effective reporting. Working collaboratively across multiple departments at both Kew and Wakehurst to maintain and optimise current ticketed operations, you will also play a central role in shaping future ticketing solutions as part of Kew's Enhancing Visitor Experience (EVE) transformation programme, while inspiring and developing a small team to deliver operational excellence and outstanding customer service.

Hours of work

Full time

Contract Type

Permanent

Contract start date

12 January 2026

Salary

£46,556 per annum [Band E]

Directorate

Marketing & Commercial Enterprise

Location

Kew Gardens, Richmond, Hybrid

Closing Date

30/11/2025

Documents

• 16396 Employee benefits–RBG Kew 2024 v6[90].pdf
  
  (PDF, 279.26kb)
• Job
  
  (PDF, 183.24kb)

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As Ticketing Operations Manager, you will lead the delivery and continuous improvement of Kew's ticketing operations in collaboration with the Digital Product Manager. Working in partnership with the Visitor Operations and Customer Care Teams, you will help ensure that every visitor enjoys a smooth, efficient and welcoming admissions experience through optimisation of the ticketing system and customer journeys. You will oversee administration of ticketed activities, ticketing configuration and data accuracy across all channels, maintaining compliance with relevant standards. The Ticketing Operations Manager also supports income growth across admissions, donations and Gift Aid, membership, and event sales through strategic use of the ticketing system. You will also act as the ticketing subject matter expert for the EVE transformation programme, helping to define and implement new, future-focused ticketing systems as appropriate.

To be successful in this role you will bring proven experience in managing ticketing, box office or admissions operations within a major visitor attraction, museum, gallery, heritage venue or other similar environment. Experience in working with large-scale ticketing or CRM systems will be essential, and you will have a strong grasp of reporting, combined with excellent organisational and leadership skills. Experience in integrating systems, managing suppliers, or ticketing transformation projects will be an advantage, though not essential. Above all, you will be a proactive problem solver with a collaborative approach, an excellent communicator, and a passion for delivering exceptional visitor experiences.

Interviews are expected to be scheduled during the week commencing 8th December.

This role is based at Kew with the option of regular home working, subject to operational requirements.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world's plants and fungi.

The salary for this position is £46,556 per annum [Band E]

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

If you are interested in this position, please submit your application through the online portal, by clicking "Apply for this job".

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interview disabled applicants who meet the essential criteria for the post.

No agencies please.