Job Description
JOB PURPOSE
To manage the day-to-day running of the Ticketing department and its back-office systems.
MAIN RESPONSIBILITIES
- Lead and inspire a dedicated ticketing team responsible for the delivery of ticketing for all Wrexham AFC matches and ticketed events hosted at STōK Cae Ras.
- Be a super user of the Club’s Ticketing System, providing Club staff with training and support as required.
- Manage and maintain the Ticketing System to ensure it is up to date with all events (including non-matchday events), products, product rules and price lists.
- Provide help and support to Wrexham AFC Women ticketing operations that are not played at STōK Cae Ras and manage the matchday operations for fixtures played at STōK Cae Ras.
- Ensure that all partnerships and internal ticketing requirements are fulfilled on the system.
- Work with the Head of Ticketing and Memberships to determine allocations for away game tickets, updating the ticketing system as required.
- Work with the Head of Ticketing and Memberships to create and implement ticket sales plans, updating the system in a timely manner to ensure all deadlines are met.
- Ensure all matchdays are correctly set up from initial event set-up to ensuring the ticket templates display the correct information.
- Create regular reports from the Ticketing System to provide insights into sales and pricing structure, to be utilised by Head of Ticketing and Memberships and Senior Management in the development of future pricing structures and sales initiatives.
- Collaborate with the marketing department/agency to ensure supporters are kept up to date with key ticketing information, such as ballot successes and ticket on-sale dates as well as ensuring the marketing team/agency have all the correct information to help drive campaigns.
- Manage the yearly auto-renewal process for Season Ticket Holders, extracting and preparing accurate data, highlighting key information and sharing with the Club’s Ticketing System provider(s).
- Overall responsibility for reconciliation of all Ticketing Operations, working with Finance and other internal departments to investigate and solve issues.
- Support the Ticketing team with the reconciliation of payments, including invoices, card and payments.
- Champion high levels of customer service.
- Management of departmental projects – planned or ad-hoc – in line with business demands.
- Train and embed the Ticketing Operations processes and procedures.
- Manage complex complaints, resolving issues in a way that is satisfactory for both the Club and supporter.
- Collaborate with other departments to offer a seamless ticketing operation.
- Any other duties as reasonably requested.
MANAGEMENT RESPONSIBILITIES
- Act as a role model for our values and valued behaviours, leading your team to do the same and appropriately challenging behaviours that do not align to our values.
- In your capacity as a manager, ensure that you and your team(s) comply with all people management policies and processes and that these are applied fairly and consistently.
SAFEGUARDING RESPONSIBILITIES
- We are committed to ensuring everyone who engages with the Club has a positive, safe, and supportive experience.Staff are required to comply with all aspects of the Club Safeguarding Policies and arrangements and to take personal responsibility and care to enable strong safeguarding practices to be embedded in the Club.
- This post is subject to a DBS Check.
HEALTH & SAFETY RESPONSIBILITIES
- Take responsibility and care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
- To comply with all aspects of the Club’s Health & Safety Policy and arrangements, to enable the company to perform its civil and statutory obligations in relation to Health & Safety.
EQUALITY, DIVERSITY AND INCLUSION RESPONSIBILITIES
- Hold a commitment to equality, diversity and inclusion in the workplace.
EXPERIENCE/QUALIFICATIONS REQUIRED
- Significant experience in a ticketing role.
- Knowledge of stadia/venue ticketing systems.
- Management experience.
- Experience in delivering exceptional customer service.
- Complaint handling experience.
- Knowledge of banking systems / Direct Debit operations.
PERSONAL SPECIFICATION – SKILLS / ABILITIES REQUIRED
- Proven ability in problem solving.
- Ability to keep calm under pressure.
- Confident communicator with great leadership skills.
- Strong planning and organisational skills.
- Proficient IT skills with an in-depth experience of managing CRM systems and databases.
- High level of flexibility.
- Efficient, professional and data focused.
- Byddai hyfedredd yn y Gymraeg yn fantais amlwg
CLUB VALUES
Code of Conduct
Wrexham Football Club expects the highest standards of integrity and conduct in all matters concerning the Club and its employees. The Code of Conduct makes clear the standards of conduct expected from its employees and explains the responsibilities of the Club, as the employer. All employees are expected to always act wholeheartedly in the interests of the Club. Any conduct detrimental to its interests or its relations with its customers, suppliers, the public or damaging to its public image shall be a breach of Club rules and policies. Discriminatory, offensive, and violent behaviour are unacceptable, and any complaints or concerns will be dealt with and acted upon.
Equality, Diversity & Inclusion
Wrexham Football Club are committed to ensuring that equality, diversity and inclusion of opportunity is at the very heart of everything we do to ensure we provide fair and non-prejudicial access to the services across the Club. We uphold everyone’s freedom of rights and choice to be different and aim to provide opportunities for everyone to succeed. It is the policy of the Club that no person, whether player, job applicant, employee, volunteer, or customer, shall be discriminated against. The Club opposes all forms of unlawful and unfair discrimination, either direct or indirect, or harassment, on the grounds of the following ‘protected characteristics’: Age, Disability, Gender Reassignment, Marriage & Civil Partnership, Pregnancy & Maternity, Race, Religion or Belief, Sex and Sexual Orientation. Anyone who is found to be in breach of this could receive disciplinary action, which may well include suspension and dismissal.
The Club is fully committed to the EFL Equality, Diversity & Inclusion Standards and as we are under represented in these areas; we particularly welcome ‘entry level’ applications from women, individuals from Black and Minority Ethnicities, the LGBT community and anyone with a disability.
Safeguarding and Safer Recruitment
Wrexham Football Club are committed to and has both a moral and legal obligation to ensure that all children and vulnerable adults are protected and kept safe from harm whilst engaged in services organised and provided by the club and believes that the general wellbeing, welfare and safety of all children and vulnerable adults engaged in club activities is of the upmost importance. The Club will fulfil its responsibilities by ensuring it displays best practice in safeguarding matters – including Safer Recruitment - carried out in a spirit of partnership and openness with the child or vulnerable adult, families, and the relevant local authority.
Having a criminal record will not necessarily bar a potential candidate from working with the Club. This will depend on the nature of the position and the circumstances and background of the offence(s) committed. As an organisation using the Disclosure and Barring Service (DBS) to assess applicant’s suitability for positions of trust, the Club complies fully with the DBS Code of Practice and undertakes to treat all applicants for positions fairly. Potential applicants need to check on the government website (https://www.gov.uk/tell-employer-or-college-about-criminal-record/what-information-you-need-to-give) whether cautions / convictions should be disclosed as part of their application.
Wrexham AFC is a professional football club based in North Wales and boasts supporters across Wales, the UK and beyond. In February 2021 the takeover of the Club by Hollywood stars Rob McElhenney and Ryan Reynolds was confirmed, taking 100% ownership of the club.
The third oldest professional football club in the world, the Red Dragons have won a record 23 Welsh Cups, competed in Europe, won promotions and league titles among an impressive trophy cabinet.
Legends of the game have graced the STōK Cae Ras, which itself takes its place in history as the oldest international football stadium in the world.