About the Role
We’re looking for a Box Office Manager to lead our fantastic sales team! If you’re passionate about delivering top-notch customer experiences, love coaching and motivating a team, and have a knack for keeping things running smoothly behind the scenes, this could be the perfect next step for you.
In this role, you’ll ensure every customer gets the best possible service, help drive ticket sales, and keep things ticking over operationally. You’ll also be the go-to person for the team, supporting, problem-solving, and making sure we smash our targets while keeping the customer at the heart of everything we do.
Job Opportunity
Job Purpose
* Responsible for management, including training, monitoring and coaching of the sales team to ensure that they put the customer at the centre of everything we do and consistently exceed their expectations.
* To build and nurture key relationships with producers, customers, external agencies, and internal colleagues.
Key Task Areas
* To be fully conversant with the box office system ensuring that the processing of ticket bookings and the provision of information to bookers is accurate and compliant with organisational policies and procedures.
* To oversee the administrative and financial processes for all ticket sales, including but not restricted to, cashing up and banking procedures, are completed accurately in a timely manner.
* To act as an escalation point for the team, resolving customer queries and complaints to the satisfaction of the customer and venue.
* To lead by example and work on the Box Office counter/telephone as business needs dictate.
* Using sales data as a tool, to manage and phase the team by organising the monthly rota in accordance to agreed budgets and potential customer demand.
* Ensure key product information such as, but not limited to, running times, show effect information, age suitability, Meet & Greet, VIP information is available to customers and the sales team.
* To have regular communication with the sales team via appropriate 121s, briefings and regular diarised team meetings, to ensure key tasks are kept to the agreed timeline.
* Review and manage with the team Group bookings and payment deadlines.
* To ensure the smooth running of the Box Office during performance times, overseeing the customer facing team to ensure that a first-class experience is delivered at all times.
* To manage and co-ordinate the box office working rota in accordance to company policy within the staffing budget.
* To support the Sales & Revenue Manager with ensuring appropriate Personal Data processing relating to GDPR legislation, ensuring everything put in place is compliant and adhered to by all staff.
* In the specific areas of this role to deputise for the Sales & Revenue Manager as required.
* Motivating the sales team and setting targets on the role they have to play in driving loyalty, secondary & tertiary spend and ticketing revenues.
Additional Responsibilities
* Promote and adhere to the organisation’s culture and values.
* To support in creating a safe, pleasant, respectful and productive work environment setting an example of positive professional standards.
* To be aware of and adhere to any legislative requirements consistent with the overall duties of this post, with particular regard to Health and Safety policies and procedures, General Data Protection Regulations and Equal Opportunities.
* To be aware of and adhere to policies and procedure related to Safeguarding.
* To undergo relevant training and development required by the Sales & Revenue Manager, Director of Marketing, Sales & Development and wider organisation.
* To carry out any other tasks that will, from time to time, be allocated by the Sales & Revenue Manager on an ad hoc or continuing basis, commensurate with the general level of responsibility of the post.
Essential Skills
Essential Skills
Experience
•Proficient in the use of a Customer Relationship Management System
•A proven track record in implementing and monitoring a culture that delivers exceptional customer service
•Experience coaching and leading a high-performing sales team
•Dealing with members of the public and building rapport, creating a proactive sales services environment
•Demonstrable experience in monitoring and improving transaction conversion (on and offline)
•Confident dealing with staff-related management
Knowledge/Qualifications
•A sound understanding of the principles and practices used to influence customer behaviour and revenue generation
•An understanding of how to exceed customer expectations
•Knowledge of Data Protection, GDPR and PCI compliance
Skills/Abilities
•Capable of leading and inspiring a shared vision in a team
•Adaptable and receptive to new ideas and initiatives
•Ability to work under pressure and manage competing deadlines
•Ability to find creative solutions to problems/challenges
•Excellent communication and interpersonal skills with an ability to listen, build rapport and communicate with people at all levels
•The ability to negotiate and influence whilst always ensuring customer needs are met
•Highly numerate
•Significant organisational skills; able to prioritise, delegate and plan effectively
•Cash handling, reconciling cash and banking skills
•Ability to deal with difficult situations and work under pressure
Desirable Skills
Experience
•Working knowledge of Tessitura software
•Excellent working knowledge of theatre products
Skills/Abilities
•A car owner and driver, willing to drive for work-related reasons
•Advanced Excel skills
•Ability to write strategic documents and policies/procedures.
Closing Date: Wed 9 April
Interview Date: Mon 14 April
How To Apply
Please submit a cover letter (no more than two sides of A4) stating your relevant experience, knowledge, and skills for the role, along with your CV.