Head of Sales and Ticketing in London

As the Head of Ticketing & Sales, you are a cornerstone of our commercial growth engine and the custodian of the guest’s end-to-end journey. You will lead the evolution of a traditional box office into a high-performance sales and concierge operation. Your mandate across three key areas is to maximise every seat’s yield through sophisticated outbound strategies and world-class tech, ensuring guests receive an "11/10" experience from the moment of discovery to post-visit feedback.

What Success Looks Like

To excel in this role, you must thrive in a high-performance environment where a high degree of empowerment and autonomy is met with a clear, ambitious 'North Star' dictated by the Senior Leadership Team. You will sit at the very heart of our commercial engine, making pivotal decisions across pricing, offers, and inventory management; we expect to see your strategic fingerprints directly reflected in the growth of our bottom line.

A primary measure of your impact will be the evolution of our outbound sales strategy. Currently representing a small fraction of our total revenue, you will be responsible for scaling this function significantly to meet and exceed live event sector benchmarks. Finally, you will be the architect of the micro-culture within the box office team, fostering a lean, motivated, and passionate environment that consistently delivers best-in-class customer service.

Area 1: Outbound Sales & Strategic Partnerships

• You are the primary driver for filling the house weeks and months in advance by building a robust ecosystem of third-party, B2B, and ‘superfan’ revenue streams.
• Third-Party Platforms: Establish, grow, and optimise relationships with major online ticketing platforms across live theatre, events, and attractions. You will manage inventory allocation, negotiate commissions, and execute promotional campaigns to maximise reach without eroding yield.
• Corporate & Groups: Proactively build a sales pipeline for corporate buy-outs, bespoke hospitality packages, and high-value private events.
• Affiliates: Drive significant growth in affiliate sales through our Affiliate network (Awin), working with an affiliate marketing agency to ensure partnerships with publishers are brand enhancing, driving incrementality and in support of our wider marketing strategy.
• Travel & Tourism: Position The Lost Estate as a "must-do" for high-end London tourism by fostering relationships with concierges, OTAs, DMCs, and inbound tour operators.
• Membership Scheme: Lead the growth of ‘The Hidden Chapter,’ our exclusive membership programme. You will own the strategy for acquisition, benefit design, and retention—turning one-time buyers into lifelong advocates.
• Good ‘Ol Fashioned Face time! Whilst digital methods provide new possibilities and avenues for revenue, you’re an old-school salesperson at heart, who loves to pick up the phone or go for lunch in order to nail that sale!

Area 2: Systems, Tech Stack & Data (DPO)

• You are the "Product Owner" of our guest-facing tech, ensuring our tools drive efficiency and scale rather than manual friction.
• Tech Stack Ownership: Act as the primary lead and administrator for our core platforms: LineUp, RichPanel and Aircall. You will ensure these systems are fully integrated to provide a 360-degree view of the guest.
• Innovation & AI: Proactively implement AI and automation to improve the speed, scale, and quality of customer interactions, creating a lean, world-class sales and service function.
• Process Engineering: Design workflows (chatbots, auto-responses, self-service portals) that reduce manual handling while maintaining a premium feel—specifically across table planning, dietary requirements, and feedback loops.
• Data Protection Officer (DPO): Serve as the company’s DPO, ensuring absolute GDPR compliance, data security, and the integrity of our marketing databases.
• Commercial Reporting: Deliver weekly insights on sales velocity, customer sentiment, and agent performance to the Senior Leadership Team.

Area 3: Leadership & Customer Experience

• Lead a team that doesn't just "process tickets" but "closes sales and creates fans".
• Team Leadership: Recruit, train, and mentor a high-performing Sales and Concierge team. You will foster a "proactive-sales" mindset, moving away from a traditional reactive support model towards assertive revenue generation.
• Service Excellence: Define and maintain the "Lost Estate Standard" for communication, ensuring every interaction—across all channels—reflects our world-class brand voice.
• Strategic Feedback Loop: Be the guardian of the guest journey, ensuring the pre-arrival promise aligns precisely with the on-site experience. You will translate guest insights (friction points, expectations, sentiment) into actionable improvements in ticketing flows and upsell strategy.
• Standard Operating Procedures (SOPs): Work with the Box Office Manager to build and maintain a comprehensive library of SOPs that allow the operation to scale seamlessly as the company expands its portfolio, resolving any gaps between digital comms and the lived guest experience.