About this job

The Marketing and Audiences Manager is responsible for supporting Woolwich Works’ marketing and external communications, as well as managing and coordinating the box office function. They will work closely with the Head of Marketing to promote the public events programme; to market the venue on a business-to-business basis; on general communications, advocacy and brand awareness; and review and analyse data to support audience development.

The Marketing and Audiences Manager will also be responsible for oversight of the box office, ensuring that the Trust provides a high-quality marketing and ticketing service to customers, promoters and partners: managing inventory, agency allocations, pricing and promotions to maximise sales, attendance, revenue and participation.

The Marketing and Audiences Manager will make sure that all communications worked on remain true to the Woolwich Works brand.

Is this job for you?

We’re looking for an experienced marketing professional who can also analyse audience data and manage a box office. You won’t necessarily have worked in a large venue but you will be familiar with how closely marketing and box office are linked and the administrative side of a ticketing operation.

You’ll be a confident and capable communicator who’s comfortable with copywriting, whether for social media, a newsletter, or press release. You’ll also be comfortable pulling reports and digging into analysis of our audiences, and contributing to strategic discussions about developing our audiences further with ideas on how to drive sales and increase venue revenue.

Key Responsibilities

We try to make our job descriptions as straightforward and accessible as possible. They’re not intended to set out every duty in detail, but to explain the key responsibilities so that you understand the nature of the job. How you go about doing it will be discussed and agreed between you and your manager on an ongoing basis.

All our team members are additionally expected to work to our Competency Framework. This is a Level 2 (Manager) position.

Key responsibilities specific to this job

Marketing

1. To support the Head of Marketing in the execution of the marketing and communications campaigns.
2. To support the Head of Marketing in their responsibilities towards providing marketing and communications support to promoters, agents, producers and hirers, maximising public awareness and managing contra charged activity.
3. To be responsible for regular e-comms including planning, writing, deploying, reviewing analytics and measuring for success against internal goals and objectives.
4. To be responsible for social media planning and execution including content creation and updating social media analytics monthly to inform planning strategy.
5. To be responsible pre and post-show communications information as well as follow up surveys of audiences.
6. To work within the Brand Guidelines and guidance, ensuring that they are consistently implemented across all communications.
7. To maintain the CRM database in DotDigital and Spektrix and work to re-engage guests who haven’t booked or clicked in a period of time.
8. To oversee venue marketing materials including print and digital for shows and in-house events as well as supporting the Ticketing and Marketing Assistant with design work.
9. To support the Head of Marketing in the management of external suppliers and freelancers such as graphic designers, distribution companies, media buying agencies, public relations companies, etc.
10. To work with the Head of Events and Event Sales Manager to market the commercial space at Woolwich Works.
11. To be knowledgeable about the Woolwich Works website purchase path and have some general website content management ability.

Audiences / Ticketing

1. To lead the ticketing function for the venue, providing first class customer service to ticket buyers in person, online and by phone, and working proactively to sell tickets for all events in the Woolwich Works programme.
2. To line manage the Ticketing and Marketing Assistant.
3. To be responsible for managing and administering the ticketing system and operation, ensuring their compliance with all relevant legislation and all policies and procedures for ticket sales and support best practice.
4. To manage and motivate the Ticketing and Marketing Assistant to set up shows and manage the ticketing process end-to-end, managing inventory and allocations and to be able to set up shows as required.
5. To proactively monitor ticket sales and produce reports and analysis for the Senior Management Team, respond to producer/promoter enquiries, provide settlement information and key reporting data.
6. To develop new marketing and audience development initiatives tailored to growing new audiences and enhancing existing relationships, building on data-led insights.
7. To maximise revenue through ticket sales, by managing dynamic pricing based on data analytics and working to maximise booking and transaction fees and commissions.
8. To support the Head of Marketing in their responsibilities towards the collection and management of customer data across the organisation, ensuring that all data required for reporting purposes is captured and that robust business practices are in place, mapped and advised to relevant staff and any external agencies.
9. To be responsible for training staff across the organisation to sell tickets.
10. To work with the Operations Department on delivering an outstanding Welcome Desk customer experience, leading on the ticketing element in line with programming and operational requirements.

General Responsibilities

1. To champion and promote the values and behaviours set out in the Woolwich Works Competency Framework, promoting diversity and inclusion and acting as an ambassador for the Trust and the Borough.
2. To act as a first aider, fire marshal or Duty Manager if required by the Operations Director or Director.
3. To work safely and encourage and require others to work safely, in accordance with the Woolwich Works Health and Safety Policy and any other relevant policy or procedure.
4. To safeguard the organisation’s data, working in line with the Trust’s data protection policies and in accordance with the Data Protection Act 2018.
5. To safeguard the organisation’s data, working in line with the Trust's data protection policies and in accordance with the Data Protection Act 2018.
6. To be responsible for undertaking training and development as required to meet the needs of the organisation.
7. To always act in the best interests of the Trust, and in line with all company policies.
8. To undertake any other duty in line with the level of the job as may be required.

Person Specification

We’ll decide whether to invite you for an interview by reviewing your application against the responsibilities above and the skills below.

Essential skills and experience

• Experience as a Marketing Executive, Officer or Manager for a live performance venue, arts or cultural organisation with ticketed programme, or in the events industry.
• A competent copywriting and proof-reader.
• A confident and capable communicator, able to work well with a wide range of people and stakeholders; highly emotionally intelligent.
• Impeccable attention to detail, can-do attitude and a team player.
• Good IT skills – confident with all Microsoft Office applications.
• Confident design skills with proficiency in Adobe Creative Suite, Canva, etc.
• Data management experience; competent with databases, reporting database segmentation and data strategy, including experience of overseeing data protection / GDPR compliance.
• Experience analysing data to provide meaningful insight to inform marketing activity.
• A high level of customer service experience.
• Demonstrable project and time management skills.
• Able to work effectively both within a team and on own initiative.
• Passionate about people, communities, diversity and inclusion.

Desirable skills and experience

• SQL reporting experience.
• Experience as a Box Office Manager, Ticketing and Website Manager or equivalent role with responsibility, ideally with a strong sense knowledge of Spektrix or experience of ticketing inventory management and pricing strategy.
• Experience with Spektrix or other major box office software packages.
• Experience with Artifax or alternative diary management software.
• Previous experience line managing or training others.
• First Aid at Work qualification.