We are seeking an experienced, sales focused and highly organised Head of Sales and Customer Service to join our team at The Lost Estate. We are looking for an individual with a proven track record in both delivering sales and customer service working to KPIs and team sales targets. You’ll be working on complex and large-scale productions. You will be passionate about the arts and hospitality and believe in our mission of bringing TLE’s immersive experiences to the widest audience possible. You’ll relish the prospect of working in a fast-paced, high-growth startup environment and want to come on the journey with us as we expand across London, the UK and new global markets. This role will play a crucial role in the successful execution of TLE’s productions, helping to ensure that the customer service and sales team run smoothly and efficiently. Your mission is to help grow the business and drive profitability. You’ll work closely alongside TLE’s Head of Hospitality and Head of Production, ensuring every guest interaction from first contact to final visit represents the exceptional nature of our business. You will be adaptable and embrace change, able to prioritise ruthlessly, and be able to apply your experience and knowledge creatively to solve problems effectively. This is a unique opportunity to join an extraordinary, diverse team of talents, working together to define a new genre of live-experience entertainment. Key duties and responsibilities: Driving ticket sales and upsell opportunities by implementing KPIs for the team and motivating them to reach sales targets focusing on profitability and growth Use new technology such as AI to help the team work efficiently Developing new relationships with partners, trade and corporate clients to identify new markets and increase revenue Data analysis - implementing short and long-term ticketing strategies including dynamic pricing and discounting where applicable. Act as the point of contact and relationship manager with external ticketing agents, including initial API connections, show set up, agreeing commission/contracts, managing ticket allocations Oversee the build and set up of all ticketing for The Lost Estate productions, including upsells, discount codes and more within Line-Up (our ticketing software) Reporting and assessing trends in sales, feedback and communications from customers Quality control of customer enquiries via phone, email, social media and in person (including handling exchanges/refunds, dietary requirements, complains, special requests, and general queries.) Managing capacity, holds and allocations to maximise revenue and sales Overseeing our telephone reservation system to reduce no-shows and last-minute changes (dietaries and access requirements) as well as maximise upsells and preorders (menu upgrades, drinks packages). Creating Standard Operating Practices for the department and your team. Leading your team, including identifying training needs and implementation Personal skills and qualifications: Love of sales. The successful candidate will get a kick out of driving our sales graph every day. The thought of setting new Box Office records will be exhilarating. They will see every interaction as 'step 1' in a potential sale and obsess over how to maximise the departmental conversion rate. Comfortable and excited to be working with technology such as AI. Passion for the Arts and Hospitality. The successful candidate will share our core belief that Arts and Hospitality experiences can change lives. Computer literacy. Knowledge of specific ticketing platforms or software is not essential although experience with Lineup is an advantage. However, the ability to learn new platforms quickly and efficiently is. Written English. You must be able to respond to guest emails incisively and charismatically. Exceptional spelling and grammar are also essential. Numeracy and spreadsheet skills: you must be confident working with Box Office maths - capacities, prices, discounts etc.- and with building spreadsheets for reporting and forecasting. High level of comfort working in a rapidly changing environment and ability to adapt easily Experience managing and motivating a team 3 years in an art/events/hospitality box office, contact centre or sales and customer service department. Experience with online ticketing platforms and third-party ticketing agents CRM and sales reporting software Data analysis and reporting Technology experience of AI would be advantageous Pay and benefits: Full-Time Position commencing asap Salary: £42-50k depending on experience Hours: 45 hours per week Holidays: 30 days annual leave, including public holidays Benefits including: Free tickets to The Lost Estate shows (subject to availability) Staff discount on drinks at The Lost Estate shows Extra day off for your birthday Social events and team-building days Remote working (2 days per week wfh)