Deputy Ticketing and Sales Manager in City of Westminster

This role reports to the Ticketing & Sales Manager and is responsible for the rest of the venue Ticketing team in the absence of the Ticketing and Sales Manager. You will have responsibility for the training, line management and performance of these staff members, in line with their Job Description. The Deputy Ticketing & Sales Manager assists the Ticketing & Sales Manager in ensuring that we optimise sales and revenue management.

You’ll be responsible for making sales, processing exchanges or other troubleshooting for customers coming directly to the venue Box Office. This includes proactively selling and cross-selling theatre tickets, memberships, packages, lounges and ancillary products. The Deputy will provide the right environment for the venue Ticketing team to be correctly trained, developed, and motivated in order to ensure that the audience receive the best service possible, whether or not the Deputy and Manager are on site at the time.

You’ll ensure that specific ticketing processes are adhered to so that budget targets are met and will need to deputise for the Ticketing & Sales Manager as and when needed. In this role it is essential to be pleasant and collaborative in your approach to work, liaising and communicating effectively with the wide range of customers, clients, and colleagues you will come across each day.

• Optimising Sales and Revenue: Personally sell and cross-sell to customers tickets, memberships & retail products in accordance with ATG Entertainment Company and Venue guidelines and administer all payments accurately in order to maximise sales and minimise loss. Ensure the sales of PP seats and Ambassador Lounge seat packages are sold at maximum price and volume and that regular reporting is maintained. Ensure price-fixing is completed regularly on shows to maximise financial potential. Proactively support marketing campaigns and any current revenue management initiatives, both providing ideas if they occur and encouraging the team to do the same. Ensure all marketing collateral in the Box Office areas is up to date and relevant to achieving sales targets. Be responsible for sales and redemption reporting for SOLT theatre tokens and to order and monitor stock of tokens for sale from Box Office. Support the development and successful implementation of new technologies or initiatives by central Ticketing and IT teams.
• People: Support the Ticketing and Sales Manager in any required tasks relating to staff management, training and cover. Resolve customer service problems and initiate corrective action and liaise and inform with the Ticketing & Sales Manager on progress. Enable Customer Experience Hosts to be 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 and privacy best practice; Cash handling; Company and Venue policies. Manage staff issues as they arise including performance management & disciplinaries and inform the Ticketing & Sales Manager of any issues. Provide leadership and motivation to the team by example – and encourage and support the team to develop. Should the need occur, to act as Ticketing & Sales Manager on site.
• Processes: Complete the relevant accountancy procedures, including recording daily Box Office takings and dealing with discrepancies as required. In conjunction with the Ticketing & Sales Manager, ensure the Sales Tracker is accurately completed and attend monthly sales meeting. Communicate as needed with Producers, their agents, Venue Management, Marketing, Customers, Central Ticketing & Revenue Management teams. 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 Venue Management, Sales & Development Manager, Visiting Companies and Technical teams.

Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being. Playing your part in reducing our environmental impact and finding more sustainable ways of working. 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. Having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. You’ll help us uphold a positive culture around meeting our obligations. 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.