Ticketing and Data Manager

Jobs

Job Description

A key member of the Audience & Commercial team, the Ticketing & Data Manager is responsible for the operational management of our ticket systems, overseeing the day-to-day running of the Box Office team and reporting and analysis of sales data.

The postholder will work closely with the Marketing and Communications, Development, Creative Learning, and Producing teams, facilitating the ticketed shows and events and managing the customer database, as well as overseeing the daily operations of the Box Office team, and providing Spektrix training and support as required.

Responsible to: Head of Commercial & Customer Service

Responsible for: Customer Service Supervisor and Customer Service Assistants

When submitting your application please send us an updated CV as well as a covering letter setting out how your skills and experience meet the person specification below.

Please note that if you don’t feel you fit the essential criteria of the role but would still like to apply, we encourage you to do so with further information about why you’re a great fit. If you would like to apply through an alternative means, such as video or audio file, you’re welcome to do so.

To discuss the roles and interview process further, please contact us at jobs@lyceum.org.uk.

The closing date for applications is Friday 24 October.

Interviews will be held on Wednesday 29 and Thursday 30 October.

Job Description

Key Responsibilities

  • Line manage and scheduling of the Box Office team.
  • Take ownership of the ticketing journey, including leading on day-to-day management of our ticketing platforms Spektrix and VisitOne.
  • Manage the on-sale of events from creation on Spektrix, through to the CMS system. Build shows and ticketed events, seating plans, reports, and offers on Spektrix, manage company tickets and ticketing requests from external partners, and maintain the customer database to ensure our data is accurate and that we are GDPR compliant.
  • Support with show reporting, such as updating our weekly sales report, and populating wash-up reports post sale.
  • Maximise revenue opportunities through Spektrix, and actively support the Head of Marketing to regularly review and manage ticket pricing, and through ensuring consistent messaging from Customer Service Supervisor and Customer Service Assistants.
  • Act as the Duty Manager in the Box Office to facilitate shows when necessary, including evenings and weekends.
  • Provide the Customer Service Assistants with regular and effective training with a clear focus on customer service, maximising revenue and taking donations at the point of sale. Own training and handover documentation which the Customer Service Assistants and the Customer Service Supervisor may require.
  • Provide Spektrix training to other members of The Lyceum team as required.
  • Ensure strict control over the handling of all financial transactions, and to ensure that all cash handling operations are in line with Company procedures.
  • Be a key holder, and be fully conversant with the operation of the fire and intruder alarms as advised by the Head of Commercial and Customer Service and Director of Estates.
  • Ensure that the Box Office is adequately stocked to meet its operational requirements whilst also minimising wastage.
  • Adhere to all Lyceum Theatre policies including Safeguarding, Health and Safety and Environmental policies, leading by example, and ensuring that all staff within the department are aware of their responsibilities in relation to these policies and provide training as required.
  • Carry out any other task which may be reasonably required by the Head of Commercial and Customer Service, Director of Audience & Commercial, Chief Executives or of any other person to whom authority has been given or delegated for this purpose by the Board Chair.
Person Specification

Essential

  • Excellent customer care skills
  • Excellent knowledge of Spektrix or a similar Box Office and CRM system
  • Data management and analysis
  • Use of Microsoft Office
  • Experience managing a team
  • Experience as a key holder
  • Ability to work under own initiative and as part of a team
  • Ability to work calmly under pressure
  • Cash handling experience
  • Flexibility and reliability

Desirable

  • Active interest in theatre
  • First aid trained
  • Previous management experience in a similar setting
Benefits
  • 25 days annual leave, plus bank holidays
  • 4% matched pension contributions
  • Free tickets to press nights plus discounted ticket deals on certain performances.
  • Cycle to work & Tech Schemes
  • Discounts at various organisations such as Edinburgh Leisure
  • Quarterly staff social events

Does this sound like you?

Apply here