Role: Ticketing and CRM Manager
Location: Central London
Type: Contract, Mat Cover
Rate: Up to £42,000p/a (pro rata)
Days/Hours: Monday to Friday, 37.5 hours
Line management: Ticketing and CRM Officer
Our client is seeking an experienced Ticketing and CRM Manager to take lead responsibility for all ticketing for in-house and partner events, whilst maximising the opportunities of a centralised ticketing and CRM system to understand, develop, grow and cater to our client’s many audiences.
The successful candidate will act as a Tessitura ‘expert’ for our client and ensure that knowledge and expertise is imparted as widely as possible across the organisation, advocating the benefits of a shared CRM and ticketing system and delivering these benefits on a practical level. The role sits within the Marketing department but will work extremely closely with all other departments, specifically Live, Exhibitions, Visitor Experience, Development, Engagement & Skills, IT and Finance.
Key responsibilities of the Ticketing and CRM Manager role:
Tessitura systems management:
* Lead the Tessitura V16 implementation updating senior stakeholders on system projects and new developments.
* Lead on the system administration of Tessitura and TNEW with the support of the Ticketing & CRM Officer.
* Lead Tessitura User Group to update all system users on projects and our Tessitura development roadmap.
* Establish up to date working practices and oversee all training of staff on the use of Tessitura v16 across different departmental functions, including the creation and updating of training documentation.
* Manage remote access server (RAMP) and other remotely hosted Tessitura services, including white label ticketing platform (TNEW), and keep up to date with the latest iterations of the software being produced by Tessitura.
* Lead the development of new functionality and deliver the integration with associated 3rd party software.
Ticketing
* Lead responsibility for smooth and efficient operation of all aspects of ticketing for our client’s live events, exhibitions, studios events, ITE events, and commercial events, including relevant merchandising and catering opportunities.
* Identify opportunities for increased ticket revenue and implement dynamic pricing strategies where appropriate.
* Work to announcement and on-sale schedules, including advance booking periods, as defined by the Marketing and Press teams.
* Ensure that visitor needs and requirements are at the forefront of event set-up, including special access requirements.
* Oversee the efficient management of all ticket holds and allocations for sponsors and any external ticket agents
Website and technical integration:
* Work alongside the Website Manager to ensure smooth implementation of online sales via the website and TNEW, create excellent user journeys and deliver the best online customer experience in line with our clients’ branding.
* Oversee the administration of third-party applications and systems that interface and integrate with Tessitura including but not limited to Tessitura Analytics, Queue-it, Zkipster, Worldfly email distribution platform and N-Scan.
* Report on new updates ongoing from the Tessitura roadmap to senior leaders, advising how our client can benefit from these updates and improve current processes and systems.
CRM and data insight:
* Provide data-driven business intelligence to Directorate, and Marketing, Programming, Development and Finance departments, interpreting analytics and developing CRM strategies.
* Ensure all reporting within Tessitura is accurate and where necessary develop bespoke reports and automating standard reporting for events and exhibitions.
* Support Directorate and Development department in the generation of guests lists for events throughout the year (e.g. cultivations and launches) and work with all departments ensure guests list data is kept up to date and is GDPR compliant.
* Support the Development department in the analysis of data to identify fundraising prospects and develop engagement strategies, including potential membership schemes.
* Work with the Finance department to ensure accurate financial accounting and reconciliation, batch management and end of day reporting.
* Undertake any other associated duties as may reasonably be required in line with the role
The ideal Ticketing & CRM Manager will have:
* Relevant experience as an advanced Tessitura user in an arts organisation or comparable establishment, with comprehensive knowledge of Ticketing and CRM functionality and procedures.
* Experience leading, managing and reporting on complex projects to schedule in a busy environment.
* Experience of TNEW, website integration, API integrations of third party software, with the ability to develop and implement practical improvements to working practices and customer journeys.
* An in-depth understanding of cultural audiences, both in-person and digital, with an enthusiasm to develop and reach new audiences.
* Experience of working confidently and collaboratively with different departmental functions and levels of stakeholder.
* A practical understanding of GDPR and PCI regulations.
* Knowledge of and enthusiasm for contemporary trends in digital technology.
* Experience with integrated communications tools and marketing automation software.
* An understanding of html mark-up and CSS.
* Proficiency with SQL