Ticketing & Sales Manager

The Ticketing & Sales Manager has lead responsibility for the theatre’s ticketing at a venue level – for managing the ticketing system, other members of the Ticketing team and for ensuring that the audience receive the best service that they can. The focus of the role is on selling as many tickets, memberships, packages, and other ancillary products as possible combined with providing the best customer experience. You’ll motivate, train, support and rota other members of the Ticketing team to sell and cross‑sell, working to sales targets and budget projections. You’ll be a confident user of technology and ticketing systems and relish the opportunities technology can provide to optimise sales and the customer experience. You’ll develop an excellent relationship with our producers and provide them with a first‑class service – whether that is reporting to them in an agreed format or managing their ticket allocations successfully. You will be a skilful communicator, with a keen understanding of the needs of stakeholders, both internal and external, with the ability to navigate multiple priorities and demands. Finally, you’ll lead by example, being pleasant and collaborative in your approach, liaising and communicating effectively with members of the audience and key stakeholders such as Marketing and Revenue Management; Ticketing Operations, Memberships and Creative Learning internally, as well as Producers externally in order to achieve the goal of maximising sales and minimising costs.

The box office opens to counter customers for 90 minutes prior to each show, and while the majority of our sales are carried out either online or via the ATG Contact Centre, you will be expected to work a portion of your hours covering this counter time. In your absence or that of your Deputy, this counter time will be resourced by a pool of casual Customer Services Hosts, and you will have responsibility for the training, line management and performance of these staff members, in line with their Job Description.

• Optimising Sales & Revenue

Sell and cross‑sell tickets, memberships & retail products in accordance with ATG Company and venue guidelines and to meet sales targets within any prescribed budgetary constraints. Liaise with Marketing and Revenue Management on the careful and proactive management of inventory to maximise sales including ‘dynamic pricing’ of seats on the system. Proactively support any current revenue management initiatives and be an advocate for and enact any revenue management ideas as agreed. Optimise the sales of PP seats and ensure Ambassador Lounge seat packages are sold at maximum price and volume with regular reporting maintained. Demonstrably support marketing campaigns through sales initiatives, providing regular ideas and communication to the Marketing department. Support the development and successful implementation of new technologies by central Ticketing and IT teams. Take responsibility for, and lead, discussions with central colleagues and promoters on sight‑line issues and seating implications.

• Ensure adequate staff cover at all times, creating and monitoring the most effective weekly staffing rota and ensuring levels are managed within budget.
• Ensure that the Venue Ticketing & Sales Team is trained, proficient and knowledgeable in:

Customer Service from the beginning of the customer transaction to the end. Health and Safety. Current sales technology and any successive IT to maximise sales. Access membership scheme and requirements of access performances. Data protection. Company and Venue policies.

Manage staff issues as they arise including performance management. Act as Manager to and support the Deputy Ticketing & Sales Manager(s) and team of Customer Service Hosts. Provide the adequate training to ensure that the Sales Team are trained and knowledgeable. Continually motivate and provide leadership to the team to develop and ensure your own skills and personal development are looked after. Aid Deputy Ticketing & Sales Manager(s) & Customer Service Hosts in resolving any customer service problems. Should the need occur, act as Manager on site in the absence of the General Manager / Theatre Director, their Deputy or the Customer Experience Manager.

• Complete the relevant accountancy procedures, including recording daily Box Office takings and dealing with discrepancies as required.
• Maintain stock levels and order as required tickets, stationery and publicity material.
• Liaise as needed with Theatre management, ticket agents and visiting companies to administer ticketing allocations and reporting requirements.
• Accurately check and sign off new shows and maintaining the additions of Ambassador Lounge seat packages.
• Ensure that accurate and complete patron data is collected and maintained at every opportunity.
• Liaise with the Contact Centre and Groups Contact Centre in resolving customer and ticket queries and ensuring BoxComm (show & venue) local information is maintained.
• Liaise with Company Managers and manage ticket requests and cast allocations.
• Review and release company and technical holds in conjunction with Visiting Companies and Technical teams.

Provide financial reports and sales analysis on request to internal/external personnel to help inform business strategy. Complete the relevant accountancy procedures, including recording daily Box Office takings and dealing with discrepancies as required. Communicate at a high level with Producers, their agents, Venue Management, Marketing, Customers, central Ticketing & Revenue Management teams.

We welcome transferable skills from other industries. If you can demonstrate many of the required skills, qualities and experience we encourage you to apply. We are able to provide training where necessary.

• Experience of successfully leading small teams.
• Experience with ticketing systems, databases and/or customer relationship management (CRM) systems.
• Highly numerate in regard to sales, audience data and budget management.
• Ability and confidence in managing relationships with teams, treating differing views with discretion and diplomacy.
• Excellent verbal and written communication skills.
• Creative problem solver and confident decision maker.
• Experience of working in a fast‑paced environment, managing multiple projects at once.
• Proactive and flexible attitude, ability to effectively prioritise.
• Experience of working with other partners and suppliers to tight deadlines.
• Enthusiasm for/interest in the theatre and the work of ATG.
• Absolute attention to detail.
• Experience in successful stakeholder management.

Our values ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our CSR priorities.

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well‑being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and taking care to understand our policies and procedures. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. ATG Entertainment provides a stage for everyone. We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce. We are a Disability Confident Committed Employer, which means we are taking action to ensure that people with disabilities and long‑term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.