Head of Ticketing

Job Summary and Objectives:

Reporting to the Commercial Director, the Head of Ticketing is responsible for overseeing the dayto-day operations of the Ticket Office and delivering a customer-focused ticketing service within a
fast-paced, high-volume environment. The role ensures a consistently friendly, helpful, and
knowledgeable service across all aspects of ticketing.

NB – this role requires being able to work evenings/weekends and Bank Holidays as the Club
schedule allows.

Key Responsibilities:
• Manage Ticket Office staff, including scheduling and staff rotas
• Lead and implement the Club’s ticket sales function, with proven experience of delivery in
previous roles
• Hold full P&L responsibility for the Ticketing department, achieving and exceeding seasonal
targets and budgets set by the Club
• Manage season setup for renewals and general sale, including Direct Debit profiles
• Oversee away ticket allocations for home and away matches including away coach travel
• Manage the Direct Debit process, including monitoring and follow-up of failed transactions
• Ensure ticketing information is up to date and accurate across all platforms
• Be accountable for all fulfilment activities
• Ensure full compliance with the Club’s Safeguarding policies and regulations at all times
• Develop and enhance ticketing operations and systems in line with best-practice policies
and procedures
• Produce accurate, timely reports for Commercial Director and Finance department
• Balance and reconcile home and away games, including daily banking
• Test turnstiles prior to and during matchdays
• Process all Sponsors and EFL matchday ticket requests
• Comply with all company policies and procedures relating to health, safety, security, and
operational standards
• All other duties that may arise from time to time and fall within the scope of this position.

Person Specification:
• Experience in driving revenue/sales initiatives
• Staff management experience of a team of at least 4 members of staff
• An ability to work under high levels of pressure with heavy demands for tickets that may have
to be processed in a very short time scale and have a calming personality
• Deliver excellent customer service
• Excellent knowledge of IT system
• Strong written and verbal communication skill
• Good interpersonal skills and communication skills

Desirable
• Previous experience as a Ticketing Executive, Ticketing Manager or Head of Ticketing
• Excellent customer service
• Experience of working with supporters and/or supporters with a disability

As a small and tight knit team Queens Park Rangers Football Club recognises the need for all staff to
work in a multi disciplinary manner to encourage personal development and build team spirit to
enable the Club to achieve its objectives.

This job description is intended as a guide to the main responsibilities and is not intended to restrict
any individual in the performance of other duties as required by the Company.