Interim Sales & Ticketing Manager

Job Title Interim Sales & Ticketing Manager, (6-month FTC – immediate start)

Department(s) Marketing and Development

Reporting to Marketing and Development Director

Responsible for Deputy Sales & Ticketing Manager, Sales Officers, Box Office Assistants

About the Northcott

Exeter Northcott Theatre is proud to have been part of Exeter’s cultural life for more than 50 years, drawing audiences from across the city, the surrounding area and the wider region to see the very best local, national and international performing arts in our mid- scale auditorium (460 seats) on the campus of the University of Exeter. The Northcott also has a long history of making amazing things happen in the city centre and supporting creative activity in community spaces and settings, reflected in the acquisition of the city centre Barnfield Theatre with its two smaller auditoria (280 seats & 60 seats), and the resurgence of the community engagement programme.

Diversity & Inclusion

There continues to be a significant lack of diversity across the arts, with a pressing need to provide progression routes for talented people from backgrounds that are under-represented. Exeter Northcott Theatre is committed to playing its part in addressing this by putting inclusion at the heart of our recruitment processes, finding new ways to share the power and resources we have at our disposal, and fostering a working culture that is welcoming for all our team. We actively encourage people from a variety of backgrounds to join us and positively impact our teams and working practice. We are particularly keen to receive applications from people of African and Caribbean heritage, people of South Asian, East Asian and South East Asian Heritage, D/deaf and disabled people, LGBTQ+ people, people with caring responsibilities and those experiencing barriers due to their socioeconomic background.

The purpose of this post

The Sales & Ticketing Manager is a key member of the team working with colleagues to articulate the vision of ENT to its audiences and partners, maximise income and ensure an excellent customer experience.

Who we’re looking for

The successful candidate will have excellent customer service and management skills as well as being able to demonstrate meticulous attention to detail, and a methodical approach to work. They will be an excellent team player with strong planning and organisational skills, and the ability to demonstrate a pragmatic, focused approach to work.

This position is offered on a fixed term basis to provide cover for absence in the team, and we are looking for someone who is available to start immediately.

Terms &* Conditions*

Salary: £29,406 per annum

Contract Type: 6 month fixed term contract, to cover absence within the team

Working Hours: Full Time (39 hours per week)

Working Pattern: Monday – Friday, with occasional evening and weekend work

Working Location: Northcott Theatre & Barnfield Theatre - with some remote working possible

Holiday: 32 days per annum (inclusive of bank holidays)

All D/deaf or disabled candidates who demonstrate that they meet the essential criteria for this role will be invited for interview.

How to apply

As part of our commitment to inclusion we’re working to widen the pool of people who hear about vacancies at the theatre and make the process of applying for a job as straightforward as possible. We are also open to other ways of working, including flexible and job share working.

For this role we’re asking all candidates to click on the Apply Now link for this vacancy on our website and submit written and/or video/audio responses to the same three questions so you can tell us about yourself and why you’re the right person for this role:

• Tell us about yourself and why you want to work at the Northcott
• Tell us how your professional experience meets the person specification
• Tell us about what support you might need if we were to offer you this role (this could include any flexible working you might need).

And then upload a copy of your latest CV.

Contact us at jobs@exeternorthcott.co.uk if you wish to submit in a different format.

For an informal chat please contact: northcotthr@exeter.ac.uk

Closing Date: Sunday, June 4th– 5pm

Interviews will takeplace: Friday, June 9th

NB

When we invite candidates to interview, we’ll ask if they have any access needs.
Key Duties & Responsibilities Ticketing and Operations Managing all aspects of the Sales and Ticketing function and developing systems to ensure it operates effectively

• Understanding all sales functions of the Spektrix ticketing system; building and reporting on events, setting up offers, discounts and promotional codes
• Keeping abreast of new developments in ticketing services and setting up systems to maximise sales and donations
• Overseeing financial reconciliations and supervising weekly cash-ups and theatre token auditing
• Ensuring the sales team are effectively balancing floats before and after shifts
• Sales and Customer Care Selling tickets and responding to telephone enquiries
• Working closely with the Front of House team to ensure the smooth-running of events
• Collaborating with the Marketing & Development team to ensure a smooth online booking and donations process
• Harnessing all opportunities to up-sell and generate income
• Ensuring customer feedback is collected, shared with the wider team and responded to as appropriate
• Donations and Memberships

Working closely with the Marketing & Development team to maximise donations and Memberships

• Actively identifying and developing relationships with potential donors and members
• Keeping abreast of Spektrix case studies and trends to maximise donations and membership income
• Working with the Marketing & Development team to promote specific individual giving campaigns
• Managing the day-to-day administration of the membership scheme
• Helping with the smooth-running of members and donors events
• Management Playing an active role within the theatre’s management team
• Ensuring sufficient well-trained Box Office cover for performances in the theatres and any outside venues or promoters that we sell tickets for
• Effectively managing the workload of the team within the resources available
• Delegating/overseeing specific tasks to the sales team
• Line Managing the Deputy Sales & Ticketing Manager and Sales Officers by overseeing development, annual leave and wellbeing as well as dealing with day-to-day management.
• Maintaining effective departmental communications
• Maintaining effective inter-departmental working relationships
• Representing the theatre at external meetings as required
• General

Maintaining up to date knowledge of the strategy and business plan of ENT

• Thinking creatively and strategically about how activities contribute to ENT goals and to be alert to relevant sales opportunities
• Taking an active role in identifying and removing access barriers for anyone with access needs
• Maintaining a working knowledge of the theatre’s programme
• Attending staff meetings/training as required
• Adhering to all Exeter Northcott Theatre policies & procedures
• Maintaining confidentiality at all times
• Any other duties which may be reasonably requested by the Marketing and Development Director

NB This job description may develop and evolve with the growth of Exeter Northcott Theatre and is not intended to be read as a complete account of all duties or responsibilities.

Person Specification Below are our essential and desirable criteria for this role. We will use these criteria for our shortlisting process, so please outline how you meet these requirements as part of your application:
Essential

• Strong communication skills, with experience of supervising staff
• Ability to manage and lead a team, including giving motivation, advice, guidance and carrying out performance development
• Experience or knowledge of Box Office/ticketing systems such as Spektrix, Enta, Tessitura or other comparable systems (our Box office system is Spektrix and training will be given in this system)
• Able to work on own initiative, prioritise workload, plan and allocate tasks to meet deadlines
• Experience of resolving complex customer service issues and ensuring a positive customer journey
• Ability to multi-task and work well under pressure
• Understanding of selling tickets and memberships within a box office environment
• Experience of producing rotas within agreed budgets, cash handling and working to financial procedures
• Experience working with different software programmes, and fantastic IT skills
• Knowledge of the principles of GDPR in relation to the management of personal and sensitive data and information.
• Ability to work to a high degree of accuracy with attention to detail
• Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

Desirable

• Experience of working in an arts or cultural environment
• Ability to interpret and use data sources alongside excellent analytical and critical thinking skills.
• Experience of working with 3rd party ticket agents
• Awareness of disability access issues and how they relate to an entertainment venue/visitor attraction

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Salary: £29,406.00 per year

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person