Job Advert
HEAD OF TICKETING
At Nottingham Playhouse, we are committed to delivering outstanding experiences for audiences and communities — and ticketing
plays a vital role in how we welcome people, grow audiences and generate income to support our work on stage and beyond.
We are looking for an experienced and collaborative Head of Ticketing to lead the performance and development of our ticketing
function. Reporting to the Director of Marketing and Communications, you will provide strategic oversight of pricing, yield
management, sales channels, CRM and audience insight, ensuring ticketing activity maximises income, supports audience growth, and
delivers an excellent customer experience.
This is a key leadership role with responsibility for our ticketing team and the strategic development of systems, processes and
data governance. You will be the organisation's senior authority on ticketing systems, sales performance and customer data insight
— helping to inform decision-making across the Playhouse.
PURPOSE OF THE ROLE:
The Head of Ticketing is responsible for the strategic leadership, performance and development of Nottingham Playhouse's ticketing
function. The role ensures that ticketing activity maximises income, supports audience growth, delivers excellent customer
experience and provides high-quality data and insight to inform organisational decision making.
Working closely with the Director of Marketing and Communications, the role provides oversight of pricing, sales channels, CRM and
audience insight, while delegating day-to-day operational delivery to the ticketing supervisory team. The role acts as the
organisation's senior authority on ticketing systems, sales performance and data governance.
Contract: Full time, Permanent
Location: Nottingham, UK
Salary: £38, 020 p.a.
ABOUT YOU:
We are looking for a confident, analytical and audience-focused leader with strong experience in ticketing strategy, sales
performance and CRM systems — ideally within a theatre, venue, visitor attraction or similarly customer-facing environment.
You will bring a commercial mindset and a strong understanding of pricing, yield management and sales pacing, alongside a
commitment to inclusive, accessible ticketing. You will be comfortable using data and insight to inform decision-making,
contribute to organisational planning, and shape strategies that increase income and grow audiences.
You'll also bring strong operational judgement and excellent systems knowledge — with the ability to oversee event builds, manage
integrations, and act as senior escalation point for complex ticketing issues. You will lead and develop a supportive,
high-performing team culture, with clear accountability, great communication, and a continuous improvement approach.
WHAT YOU WILL DO:
Lead ticketing strategy and income generation:
Develop and deliver Nottingham Playhouse's ticketing strategy aligned to organisational priorities, financial targets and audience
development goals. Set pricing, discounting and yield management strategies, balancing income, access and audience growth.
Drive sales performance through insight and pacing:
Monitor sales performance against targets, forecasting income, identifying risks and opportunities, and leading pricing/yield
adjustments in response to demand and audience behaviour.
Oversee ticketing systems and CRM performance:
Provide strategic oversight of Nottingham Playhouse's ticketing and CRM systems (currently Spektrix plus third-party
integrations), ensuring systems are configured and used effectively. Lead CRM configuration for events, performances, donations
and merchandise, with final sign off for all on-sales.
Champion excellent customer experience and access:
Set and promote customer service standards across ticketing and box office activity. Ensure policies and procedures
(refunds/exchanges/discounts/access) are clear, compliant and consistently applied — embedding access requirements throughout
ticketing systems and processes.
Lead CRM, data and audience insight:
Ensure customer data supports organisational reporting, marketing, fundraising and audience development. Act as the organisation's
Data Champion, ensuring insight is shared appropriately with stakeholders and used to inform decisions.
Deliver strong data protection governance:
Lead compliance with UK GDPR and data protection legislation within the ticketing function, supporting organisational governance
and ensuring appropriate training, policies and systems are in place.
Lead and develop your team:
Provide clear leadership to the ticketing function, line managing the ticketing supervisory team and jointly line managing the
Audience Data and Insights Officer. Ensure accountability, effective delegation, training and development, and resilient working
practices.
WHAT YOU WILL BRING:
* Significant experience in ticketing, box office operations and/or CRM leadership (ideally within theatre/arts/venue
environment)
* Proven ability to set and manage pricing strategies, yield management and sales pacing
* Strong commercial insight and experience contributing to forecasting and income planning
* High level of confidence with ticketing/CRM systems (Spektrix highly desirable) and integrations
* Strong analytical skills, with ability to translate data into actionable insight
* Experience supporting audience development and access through ticketing practice
* Strong knowledge of customer data management, segmentation and permissions
* Strong understanding of UK GDPR / data protection responsibilities and governance
* Proven people management skills and ability to develop a positive, inclusive team culture
* Excellent communication and stakeholder management skills
* Commitment to Equality, Diversity and Inclusion, and sustainability in ways of working
WHY JOIN US?
You'll play a vital role in shaping the future of Nottingham Playhouse, supporting an organisation that champions creativity,
community and inclusion. You'll join a warm, collaborative team, with the flexibility to work both onsite and remotely.