Deputy Ticketing & Sales Manager Role
Based between Manchester Palace Theatre & Opera House, you will report to the Ticketing & Sales Manager and oversee a small team of Customer Service hosts in the manager’s absence.
The role requires ensuring that the audience receives exemplary service, both online and at the box office counter. You will be responsible for training, developing and motivating hosts, adhering to ticketing processes, and meeting budget targets. You will also deputise for the Ticketing & Sales Manager as needed.
Key Responsibilities
Sales & Revenue
* Personally sell and cross‑sell tickets, packages, memberships and retail products in accordance with company and venue guidelines, and manage all payments accurately.
* Ensure PP Seats and Ambassador Experiences are sold at maximum price and volume, and maintain regular reporting.
* Proactively support marketing campaigns and revenue management initiatives, providing ideas and encouraging team participation.
* Keep marketing collateral in the Box Office areas updated and relevant to achieving sales targets.
* Support the development and implementation of new technologies or initiatives by central ticketing and IT teams.
People & Staff Management
* Prepare weekly staffing rosters for customer service hosts, providing additional cover where required.
* Resolve customer service issues, initiate corrective action, and inform the Ticketing & Sales Manager of progress.
* Enable hosts to become proficient in customer service, health & safety, current sales technology, access membership schemes, data protection, and company policies.
* Manage staff issues, including performance management and disciplinary matters, and report to the Ticketing & Sales Manager.
* Provide leadership and motivation, encouraging team development.
* Act as Ticketing & Sales Manager on site if required.
Processes & Coordination
* Communicate with producers, agents, venue management, marketing, customers, central ticketing and revenue management teams as needed.
* Administer ticketing allocations and reporting requirements with management, ticket agents, and visiting companies.
* Accurately check and sign off new shows and maintain all package additions.
* Collect and maintain patron data at every opportunity; coordinate with the Contact Centre and central groups to resolve queries.
* Manage ticket requests and cast allocations with company managers.
* Review and release company and technical holds with visiting companies and technical teams.
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