Deputy Groups & Distribution Manager – LW Tickets in City of Westminster

Location

65 Drury Lane, LONDON, WC2B 5SP, United Kingdom

LW Tickets operates six theatres, including the London Palladium and the Theatre Royal Drury Lane.

Owned by Andrew Lloyd Webber, all profits from the business are reinvested into the theatres for their ongoing conservation and development.

The Deputy Groups & Distribution Manager will play a key supporting role across LW Tickets and LW Theatres, contributing to the delivery of group, trade and distribution partnerships, and revenue growth.

Reporting to the Senior Groups & Distribution Manager, this role operates within a fast-paced office environment, combining operational oversight with stakeholder and partner management.

The candidate will oversee group sales activity, oversee external reservations, and build strong relationships with teams internally and clients and distribution partners externally.

This position also supports wider strategic initiatives, maintaining high service standards while driving the continued growth of the Groups and Distribution business.

Key responsibilities

• Support the Senior Groups & Distribution Manager in managing key relationships with group clients, distribution partners, and Online Travel Agents.
• Act as a primary point of contact for partners in the absence of the Senior Manager, ensuring continuity and professionalism.
• Build and maintain strong, commercially focused relationships to drive performance and long‑term growth.
• Monitor partner activity and proactively identify opportunities to improve engagement and sales.
• Occasionally act as the direct relationship manager for high‑value customers, providing a single point of contact and acting as a liaison across multiple teams within the business.
• Represent the department in client meetings and industry events as required.
• Assist with trade nights, FAM trips, and attend relevant trade shows, building and nurturing relationships with international ticket agents, tour operators, and key B2B partners, including distributors, travel packaging companies, and affiliate networks.
• Oversee day‑to‑day groups, education, trade, distribution, and affiliate partner sales activity, predominantly carried out by the Box Office and Customer Relations teams or automated through API connections, ensuring revenue targets are supported and opportunities maximised.
• Assist with groups and distribution partner procedures carried out by the Customer Relations and Box Office teams, ensuring consistency in booking accuracy, tone of voice, standard responses, and service level agreements, while occasionally prioritising direct relationship management for high‑value customers.
• Liaise with Ticketing Services colleagues to ensure group rates and packages are built, including overseeing API sales and group and distribution offerings for shows external to LW Theatres.
• Work across multiple teams to help oversee the strategic management of group and agent inventory, ensuring box offices optimise allocations to balance availability and yield, aligning customer demand with appropriate products and pricing strategies to drive conversions.
• Monitor sales performance and provide insights to the Senior Manager to support decision‑making and maximise opportunities in line with the groups and distribution strategy.
• Take ownership of group and distribution channel sales delivery and trading performance in the absence of the Senior Manager.
• Attend sales and marketing meetings as required.
• Evaluate and challenge existing processes, seeking new incentives and innovative methods to achieve business goals, reduce costs, and improve customer service where appropriate.
• Deliver a consistently high standard of service across all customer, partner, and internal interactions.
• Manage and maintain service levels for the Travel Trade and Groups inbox, ensuring consistency across LW Tickets in approach, tone of voice, standard responses, and client‑facing communication.
• Act as an escalation point for complex enquiries, complaints, or operational issues, ensuring timely resolution.
• Ensure accurate and consistent communication of show information, pricing, and updates to the Box Office and Customer Relations teams.
• Support cross‑functional collaboration to ensure alignment across ticketing, marketing, and operations.
• Maintain service standards and decision‑making authority in the absence of the Senior Manager.
• Assist in onboarding new partners and strengthening existing commercial relationships.
• Work with the Senior Manager to expand the reach of LW Tickets products within the groups and tourism market.
• Contribute insights and ideas to support growth strategies and evolving distribution channels.
• Take initiative in progressing opportunities and maintaining momentum when deputising.
• Support the Senior Manager in fostering a positive, collaborative, and high‑performing team environment.
• Provide day‑to‑day guidance and informal leadership to future team members.
• Lead by example in demonstrating professionalism, accountability, and a customer‑first mindset.
• Contribute to, and occasionally lead, new in‑venue initiatives from Theatre Management, Hospitality, Commercial, and Box Office teams involving group, education, or trade audiences.
• Step into a leadership role in the absence of the Senior Manager, ensuring team continuity.
• Undertake or contribute to ad hoc tasks and project work as reasonably required.

Qualifications

• Knowledge of Box Office processes and procedures.
• Experience of building strong working relationships with internal stakeholders in a positive and professional manner.
• Experience of working with travel industry businesses, such as ticket agencies or tour operators.
• A collaborative team player with a positive, proactive approach.
• Strong commercial awareness and a proven ability to drive sales, ideally within a B2B environment.
• A proficient networker with the confidence to engage with people at all levels.
• Excellent communication skills with strong attention to detail.
• Demonstrated ability to build and maintain professional relationships with internal and external stakeholders.
• A meticulous and respectful approach to customer service and account management.
• A conscientious approach, with accuracy and a keen eye for detail and presentation.
• Logical and methodical, with the ability to follow procedures and guidelines precisely.
• Ability to use initiative to identify problems and recommend and implement appropriate solutions.
• Well organised and adaptable, with the ability to plan workloads, manage priorities, and respond to changing or ad hoc requirements.
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