Ticket Office Manager
- Coventry City Football Club
- Coventry, UK
- 01 Oct, 2024
Job Description
We have an exciting opportunity for an experienced, enthusiastic, proactive, and determined Ticket Office Manager to join our business and perform a key role within Coventry City Football Club.
Within the role of Ticket Office Manager the successful applicant will be responsible for assisting the Head of Ticketing with the day to day management of the Ticket Office and supporting with the overall ticketing strategy.
Coventry City FC has gone through an exciting period of change and investment, which makes it an exciting time to join our team and become part of our journey.
RESPONSIBILITIES OF THE ROLE:
- Manage and mentor an in-house sales team with a strong focus on customer service delivery, pro-active upselling and cross-selling for other products/events.
- Support the implementation of the overall Club ticketing strategy as developed by the Head of Ticketing and senior Club officials
- Manage and oversee the effective operation of the ticketing system via all sales channels
- Responsible for the day-to-day reconciliation of ticketing revenues including post-match home/away reconciliations
- Support the Head of Ticketing in the delivery of the matchday ticketing operation – to include Stadium entry via Fortress turnstiles
- To assist the Head of Ticketing to prepare and distribute sales reports to the Executive team when required
- Leading by example within the club’s front-facing sales counter and call centre by visibly delivering a first-class level of customer service to supporters purchasing tickets
- Contributing to and adhering to the constant improvement of administrative tasks including banking, reporting and fulfilment functions
- Liaising with other clubs to determine ticket allocations, and preparation of gate statements and away reconciliations
- Ensure that all ticketing activity - inclusive of customer service and matchday delivery - is conducted in line with the Club’s brand strategy, and values where the supporter remains the heart of each-and-every activity
- To assist the Head of Ticketing in all areas of Health and Safety within the Ticket Office
- To manage supporter queries, ticketing and customer service issues in a fair and professional manner
- To maintain daily staff briefings and ensure communication of changes to ticket office team during working day.
- To escalate appropriately to the Head of Ticketing, any issues that require immediate attention and which may impact Ticket Office operations
- Act as the de-facto Head of Ticketing in his/her absence
Essential
- At least 2 years’ experience in a supervisory/ manager role within a fast paced sports or events Ticketing environment
- Proven experience of managing or supervising people, with a strong team and work ethic
- Experienced in managing external agencies and technology providers aligned to Ticketing and Access Control operations
Desired
- Experience of working with CRM systems
- Full and valid driving licence
- Experience of working with stadium access control systems. Knowledge of FortressGB would be a distinct advantage
Personalattributes
- Excellent communicator
- Self-motivated and ready to work as part of a dynamic team
- Demonstrable leadership skills
- Ability to work under pressure and to tight deadlines
- Possess excellent IT skills (Word, Excel, PowerPoint, sales databases)
- Self-motivated and ready to work as part of a dynamic team
- Highly organised with strong attention to detail
- Proactive, with the ability to work to tight deadlines in a high pressure sales environment
- Passionate about delivering the best customer service experience
- Real ‘can do’ attitude
- A strong team player and collaborative working style
- Strong interpersonal, organisational, and planning skills
- Flexible with working hours and days with a willingness to work outside normal working hours as necessary
CoventryCity FC is committed to safeguarding and promoting the welfare of children and adultsat risk. We are committed to safer recruitment throughout the company. Thisrole is subject to a DBS check.
Safeguarding - Coventry City(ccfc.co.uk)
Coventry CityFC is committed to ensuring everyone is respected, celebrated, and empoweredfor who they are and welcomes applications from all suitably qualified personsregardless of age, disability, gender, gender reassignment, marital / civilpartnership status, pregnancy / maternity leave, race, religion/belief orsexual orientation. We are dedicated to ensuring our Club is inclusive and haveequitable processes as such we operate a blind recruitment process.
