Ticketing Manager

Role Main Purpose: 

The Ticketing Manager will oversee the ticketing operations, ensuring efficient management of ticket sales, reservations, and customer inquiries. This role requires strong leadership skills, strategic planning, and an ability to enhance customer experience while managing a team. The ideal candidate will have a robust background in ticketing or reservations and a passion for exceptional customer service.

Operational Responsibilities:

Team Leadership: Lead, mentor, and develop the ticketing team to achieve operational excellence and high levels of customer satisfaction. 

Sales Management: Drive ticket sales strategies and initiatives, ensuring targets are met and revenue goals are achieved. 

Process Optimization: Review and enhance ticketing processes for bookings, cancellations, and modifications, implementing best practices. 

Customer Service Excellence: Establish and promote high standards of customer service, addressing escalated inquiries and resolving complex issues. 

Stakeholder Collaboration: Coordinate with event organizers, travel partners, and other stakeholders to ensure seamless ticketing operations. 

Reporting and Analysis: Generate, analyze, and present reports on ticket sales, revenue, and customer feedback to inform strategic decisions. 

Policy Adherence: Ensure compliance with company policies, including data protection and confidentiality standards.

Strategic & leadership Responsibilities:

Strategic Planning: Develop and implement strategic plans for ticket sales / platforms and customer engagement to enhance overall fan experience. 

Market Analysis: Stay informed about industry trends and competitor offerings to inform pricing strategies and promotional campaigns. 

Innovation: Foster a culture of innovation within the team, encouraging creative solutions to improve ticketing operations and customer interaction.

Key Performance indicators:

• Achievement of ticket sales targets. 
• Customer satisfaction ratings and feedback scores
• Efficiency in ticketing operations and processes. 
• Team performance and development metrics.

Main Contacts:

• Marketing Team
• Product Development Team.
• Clients, Vendors
•  Sponsorship Partners
• Advertising Agencies.

Education & Experience: 

7-10 years of experience in ticketing management, business, or a related field.

Knowledge & Skills:

• Proficient in ticketing software and systems. 
• Strong understanding of customer service principles and practices. 
• Excellent communication and interpersonal skills. 
• Ability to analyze data and make informed decisions. 
• Proficient in Microsoft Office Suite, particularly Excel. 
• Knowledge of the football industry and fan culture.