The Edinburgh International Festival is looking for an experienced, passionate and dedicated Ticketing Manager to join the team.
The Ticketing Manager is responsible for managing full-service ticketing operations for Edinburgh International Festival. The role requires detailed knowledge and experience of working with ticketing/CRM software to manage ticket sales in a very busy box office environment and maintaining customer service excellence throughout the sales cycle. The Ticketing Manager will maintain accurate financial reporting and secure information management processes and oversee the recruitment, induction and training of a team of seasonal ticketing staff.
Job Responsibilities and Deliverables
- Manage public-facing ticket sales, exchanges and refunds via all channels (telephone, online and counter, including at our Festival venues).
- Liaise with festival venues to ensure information such as accessibility, seating plans and transport routes are accurate and kept up-to-date.
- Accurately manage holds and allocations for internal and external stakeholder requests, including artists and companies, donors, press, sponsors and VIPs, as well as oversight of and accountability for a range of ticketing initiatives.
- Develop and apply discounts, offers and promotional codes, maintaining attribution for reporting and ROI analysis.
- Report on revenue and attendance figures to track sales and customer trends; reconcile daily sales (including daily banking procedures); manage the settlement and reconciliation of ticket sales for all events.
- Keep accurate customer records, including up-to-date contact details and contact preferences; oversee procedures to monitor and maintain data quality.
- Contribute to the continuous improvement of CRM processes and customer experience initiatives.
- Lead on the recruitment, induction and training of a team of (seasonal) box office staff (the festival ticketing team rises from between 4-8 staff to 25 during peak festival/event booking times); effectively deploy and manage resources, including budget, and produce box office staffing rotas.
- Provide support and training for box office and front of house teams at partner venues, including the timely delivery of customer attendance reports and access requirements.
- Maintain the highest standards of customer service in a box office environment, dealing with customer queries and complaints via multiple channels within agreed timescales.
- Support and deputise for the Head of Ticketing & Audience Experience as required.