Box Office & CRM Manager

Opera Holland Park is seeking an experienced Box Office and CRM Manager to lead the delivery and development of our ticketing, customer relationship management and audience services.

This is an exciting opportunity to shape how audiences engage with Opera Holland Park, ensuring an outstanding customer experience while maximising ticket sales, audience insight and organisational efficiency.

The successful candidate will oversee the day-to-day operation of the Opera Holland Park Box Office alongside the development of our CRM platform, Spektrix.

Working collaboratively across Marketing, Development, Finance and Production, they will ensure customer data is used effectively to support ticket sales, audience growth, fundraising and informed business decisions.

As the primary lead for Spektrix, the postholder will be responsible for maintaining and developing the system, improving reporting and customer journeys, and ensuring the organisation makes the most of its CRM capabilities.

They will also play a key role in developing ticketing strategies, optimising sales performance and continually enhancing the audience experience.

As a highly visible member of the team, the Box Office and CRM Manager will set the standard for customer service, ensuring every interaction, whether online, by telephone or in person, is welcoming, efficient and accessible.

Key Responsibilities

• CRM Strategy and Audience Development
• Develop and implement CRM strategies that support ticket sales, audience development, fundraising and customer retention.
• Work with colleagues across Marketing and Development to create targeted audience segments and customer journeys that improve acquisition, engagement and loyalty.
• Produce regular and detailed analysis, reports and insights to inform pricing, campaign planning, sales performance and strategic decision-making.
• Develop promotional offers, sales campaigns and tracking mechanisms within Spektrix.
• Identify opportunities to improve conversion rates, automate processes and enhance the customer journey through effective use of CRM technology.
• Ensure customer data is accurate, well managed and supports organisational reporting and audience engagement objectives.
• Box Office Operations
• Manage the day-to-day operation of the Box Office across Opera Holland Park’s summer season and year-round events.
• Oversee ticket sales across all channels, ensuring an efficient and seamless booking experience.
• Act as the senior point of escalation for customer enquiries, complaints and complex ticketing matters.
• Lead the setup of new productions, performances, pricing structures, seating plans, discounts, membership and promotional offers within Spektrix.
• Maintain excellent standards of data quality and operational accuracy.
• Review and refine Box Office procedures to improve efficiency and customer satisfaction.
• Champion accessible ticketing and ensure customers receive an inclusive and welcoming service.
• System Management
• Act as Opera Holland Park’s lead Spektrix user, driving best practice and identifying opportunities for continuous improvement.
• Provide training and support for colleagues across the organisation to ensure confident and effective use of Spektrix.
• Develop and maintain clear system documentation, procedures and user guidance.
• Ensure compliance with GDPR, PCI requirements and all relevant data protection legislation.
• Keep up to date with developments in CRM, ticketing technology and audience engagement, sharing learning and recommending improvements where appropriate.
• Promote excellent customer service standards across the organisation, fostering a culture of accessibility, collaboration and continuous improvement.
• Passion – What unites us as a community is our passion for opera, for the cultural, wellbeing and social benefits classical music can offer, and for showing that this profoundly human, 420‑year‑old artform is for everyone and is still relevant today.

Person Specification

• At least three years’ experience in a CRM, ticketing, Box Office or audience development role.
• Strong working knowledge of Spektrix.
• Experience managing CRM systems and maintaining customer databases.
• Experience producing reports, analysing audience data and presenting insights to support decision‑making.
• Excellent understanding of CRM principles and customer lifecycle management.
• Strong organisational skills with exceptional attention to detail.
• Excellent analytical and problem‑solving abilities.
• Confident communicator, able to explain technical processes clearly to colleagues with varying levels of system knowledge.
• Proven ability to manage multiple projects and deadlines simultaneously.
• Commitment to delivering outstanding customer service.
• Interest in the performing arts and live events.
• Willingness to work evenings and weekends during the performance season as required.
• Experience of implementing or developing Spektrix functionality, integrations or new processes.
• Experience designing customer journeys and audience segmentation strategies.
• Knowledge of email marketing, CRM automation and campaign delivery.
• Experience working within an arts, cultural or entertainment organisation.
• Understanding of accessibility standards and inclusive ticketing practices.
• Experience managing or supervising a Box Office team.

Job Title

Box Office & CRM Manager

Location

• Opera Holland Park office and theatre
• Notice Period : 3 months (4 months if giving notice between March – May)

Hours

• 10am – 6pm (hours will vary during the summer and evening / weekend work is required)
• Deadline to Apply
• Friday 4 September

Applications received after this date will not be reviewed.

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