An exciting opportunity has arisen at Stoke City Football Club of the English Football League for the position of a Ticket Sales and Operations Manager to support its dynamic Ticketing Operations at the bet365 Stadium.
As the driving force behind our ticketing sales team, reporting to the Head of Retail and Ticketing and collaborating with the Ticket Systems Manager, you will champion the Club’s sales strategy and ensure the accurate and efficient fulfilment of all ticketed products.
The ideal candidate will manage the entire ticketing lifecycle, from nurturing relationships with our valued season card holders to ensuring smooth and efficient matchday operations. As the primary contact for tour groups and supporters' clubs, you'll develop a team who build strong relationships and provide exceptional support, ensuring a first class experience while maximising sales opportunities.
Main Responsibilities
* Managing the sale and fulfilment of all ticketed products.
* Assisting the Head of Retail and Ticketing to identify opportunities for additional revenue generation.
* Providing best in class customer service through regular team updates and coaching sessions.
* Overseeing the management of the customer service inbox, ensuring enquiries are dealt with promptly and to a high standard.
* Managing the strategic growth of group, B2B and City 7’s ticketing activities, in addition to matchday experiences.
* Taking ownership of outbound sales and marketing activities.
* Ensuring processes are created, centrally documented and regularly reviewed for training and business continuity.
* Supporting the Ticket Office sales team, particularly during peak periods, by processing supporter ticketing and sales enquiries via inbound calls, emails and at the ticketing window.
Key Skills, Experience and Qualifications
* Ability to lead and motivate a team of ticket sales and operations staff.
* Deep understanding of coaching principles and the importance of ongoing development and training of staff.
* Exceptional communication and interpersonal skills.
* Excellent customer service skills.
* Ability to identify and resolve operational issues quickly and effectively.
* Previous experience within a sales background is desirable.
* Knowledge of ticketing systems is desirable.
* Strong organisational skills and effective time management.
The ideal candidate will be available to work evenings and weekends to cover matchday fixtures and other ad hoc events at the bet365 Stadium.
The position will be offered on a full time permanent basis. All relevant training will be provided.
This organisation is committed to safeguarding and promoting the welfare of children and adults at risk and expects all staff and volunteers to share this commitment. Background checks and DBS checks at the appropriate level will be obtained prior to employment commencing.
Closing date for applications is Wednesday 10th September 2025.
Stoke City Football Club endorses the principle of Equality and will strive to ensure that everyone who wishes to be involved in the Club will be treated fairly and with respect, regardless of their age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion and belief, sex or sexual orientation.
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The Club is committed to providing access and opportunities for all members of the community to take part in without threat of intimidation, victimisation, harassment, bullying and abuse. Any person associated with the Club can be assured of an environment in which their rights, dignity and individual worth are respected and in particular, that they are able to enjoy their engagement at the Club.
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