Ticketing and Digital Manager

Closed 10/08/2020
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Ticketing an Digital Manager

Job description

Department:

Commercial

Responsible to:

Marketing and Communications Manager

Contract type:

Full time, permanent

Salary:

£30,000 per year

About Woolwich Works

Woolwich Works is the Royal Borough of Greenwich’s landmark project to turn five historic buildings on the Royal Arsenal into a new creative district for London. When complete, the buildings will include a large events and performance space, rehearsal and performance studios, events spaces, a café and bars, and be the new home for artistic residents including internationally-renowned theatre company, Punchdrunk.

This job is being advertised by Woolwich Creative District Trust (the ‘Trust’), a new, not-for-profit organisation founded to run Woolwich Works. Our purpose is to benefit and contribute to our community by enabling people to realise their creative potential.

About this job

The Ticketing & Digital Manager is responsible for Woolwich Works’ ticketing services: administering the ticketing system, setting up facilities and shows, managing allocations, fees, settlements and reporting. They will ensure that Woolwich Works delivers a high-quality, commercially-successful ticketing service to promoters, producers, hirers and ticket buyers alike, being responsible for web ticketing and phone services, and training and working with the Visitor Services team to deliver in-venue sales and support. Please note, however, that this role will not directly support Punchdrunk’s ticketing operation.

The Ticketing & Digital Manager will oversee Woolwich Works’ website content and user experience beyond ticketing, managing content and working with the Marketing and Communications Manager on developing the platform. S/he will also support the Marketing and Communications Manager in managing Woolwich Works’ social media accounts, interactions and advertising.

In addition to the responsibilities specific to the job, all our managers are expected to spend two days each month delivering learning and development to others as part of our Progress programme. As a Level 2 manager, you’ll also benefit from your own progression plan which you’ll develop in collaboration with your line manager.

Is this job for you?

We’re looking for somebody with good experience of managing box office services. You don’t necessarily have to have worked in a large venue or in a very senior role, but you need to be used to administering all aspects of a ticketing operation end-to-end, and of dealing with an ever- changing variety of different shows and setups.

You need to have experience of ticketing system administration and dealing with promoters and agents and be comfortable being based in the ‘back office’ as this is not a front-of-house box office role (although you’ll also be expected to train and support staff in delivering high quality customer service).

You’ll be a confident and capable communicator, tech savvy with good people skills yet a self- sufficient self-starter. Tangible experience of managing a ticketing operation to drive sales, increase yield and increase venue revenue will be an advantage. You will also have experience of copy writing and creating content.

How to apply

Please log into our portal https://apply.woolwich.works/ to complete the online application form no later than 23.59 on Sunday 9 August 2020 (the ‘closing date’). Please ensure you include the job reference TDM - 11 on the application form. If you can’t complete the form electronically, we can arrange an alternative version for posting. You will need to post it to: Jobs, Woolwich Works, 9-11 Gunnery Terrace, Royal Arsenal, Woolwich SE18 6SW, but it must reach us before the closing date and time. Please contact us by phone to let us know if you will be posting your application. As we are currently working remotely due to Covid-19 our post is not monitored.

Interviews for this role are expected to take place Tuesday 18 August 2020 – if applying, please keep this date free in case you’re shortlisted. If you are, we’ll let you know by Friday 14 August 2020.

CVs won’t be accepted as an alternative to completing the form, because we operate at anonymous recruitment process. If you’re unable to complete a written application for any reason please either email us or call (020) 8987 8097 so that we can discuss alternative arrangements for assessing your suitability for the job. However, you must do so before the closing date above.

In these unprecedented times we are receiving an incredibly high number of applications for all of our roles. We apologise in advance that we are only able to give specific feedback to candidates who attend interview. We will always let you know if you have been unsuccessful and we aim to stick to the time frame outline in the job advert.

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

  1. To be responsible for managing and administering the ticketing system and operation, ensuring their compliance with all relevant legislation and best practice, including ensuring GDPR and PCI compliance as applicable.
  2. To be responsible for setting up shows and facilities and managing the ticketing process end-to-end, overseeing on-sales, managing inventory and allocations, producing reports and responding to producer / promoter enquiries, providing information to operational staff and managing settlements.
  3. To be responsible for managing the website purchase path, and for general website content management.
  4. To support the Marketing and Communications Manager in managing Woolwich Works’ social media accounts, creating and posting content, responding to messages and managing advertising.
  5. To be responsible for developing and managing arrangements, policies and procedures for telephone ticket sales and support.
  6. To be responsible for ensuring that suitable arrangements are in place for supporting prospective ticket-purchasers or other visitors with access needs.
  7. To be responsible for managing booking and transaction fees and commissions, working to directions set by the Commercial Director.
  8. To proactively cross-promote and cross-sell, including developing initiatives to drive secondary spend in the purchase path.To advise and manage dynamic pricing, and to monitor and analyse data including sales curves to inform decision-making in respect of pricing and promotion.
  9. To prepare reports and analysis for the Senior Management Team and Board, including in respect of advances, wraps and performance against targets.
  10. To support the Marketing and Communications Manager 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 processes are in place, mapped and advised to relevant staff and any external agencies.
  11. To be responsible for the development, implementation, monitoring and regular review of policies and procedures relating to ticketing, and training staff across the organisation as required.
  12. To provide ticketing services to third parties as required by the Chief Executive (e.g. agency sales).
  13. To contribute to our Step-Up programme by:

a.developing and delivering learning and development relevant to your skills and expertise and mentoring and coaching other team members and members of the local creative community and other creative organisations;
b. leveraging relationships with contacts, partners and peer organisations to deliver learning, development and work experience opportunities.

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 Chief Executive.
  3. To accommodate, support and encourage work experience placements, interns and apprentices.
  4. 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.
  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 by the Marketing and Communications Manager or Commercial Director.

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 a Box Office Manager, Ticketing & Website Manager, Deputy, or equivalent role with responsibility for the total management of a ticketing system / operation
  • System Administrator experience
  • Knowledge and experience of social media
  • Experience of setting-up and managing shows, facilities and inventory in a modern ticketing system
  • Experience of managing customer data in accordance with the General Data Protection Requirements
  • A confident communicator with good people skills and emotional intelligence
  • Impeccable attention to detail
  • Good IT skills – confident with all Microsoft Office applications
  • Data management experience: competent with databases, reporting, database segmentation and data strategy, including experience of overseeing data protection /GDPR compliance
  • Passionate about people, communities, diversity and inclusion

Desirable skills and experience

  • SQL reporting experience
  • Experience creating digital content with Adobe Creative Cloud (or similar)
  • Spektrix experience
  • Artifax experience
  • Experience of launching a new venue or organisation (or reopening a venue following a prolonged closure)
  • First Aid at Work qualification
  • An in-depth knowledge of the Royal Borough of Greenwich

If we invite you for an interview, we’ll explore your suitability for the job based on the contents of your application, this job description and our Competency Framework.

Conditions

Hours:

Typically 40 hours per week, either 9am – 5pm or 10am – 6pm, Monday to Friday, but you’ll be expected to work hours as required in order to ensure the success of the organisation. Sometimes evening, weekend and bank holiday working may be required for which no additional payment will be offered. You’ll be expected to work operationally for major events.

Location:

You’ll be based in Woolwich, south east London. The exact location will be subject to change during your employment. We may require you to work elsewhere or travel within the UK as part of your job.

Probationary period:

Six months

Notice period:

Prior to receiving written confirmation of the satisfactory completion of the probationary period, either you or the Trust can terminate employment by giving one month’s notice in writing.

Following satisfactory completion of the probationary period, the notice period will be four months.

DBS check:

You must tell us about any unspent criminal convictions when applying for this job, and undertake an enhanced Disclosure and Barring Service (‘DBS’) check if appointed (and at least annually thereafter). Having a criminal record will not necessarily bar you from working with us, but we will consider the nature of any disclosed convictions and their relevance to the job and the Trust. If you don’t disclose information relating to unspent convictions, we’ll withdraw any offer of employment that we may subsequently make, or terminate your employment.

References and right to work:

Any offer of employment will be subject to the receipt of two satisfactory, written references, one of which must be from your most recent employer or professional contact. You must have the legal right to work in the UK.

From the Royal Borough of Greenwich, for everyone.

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