ATC: Sales and Ticketing Manager

Auckland Theatre Company

Position Description

Title: Sales and Ticketing Manager

Department: Marketing

Reports To: Marketing and Communications Manager

Direct Reports:             Sales and Ticketing Representatives

Key relationships:        Marketing and Communications Manager, Operations Manager, Partnerships Manager, Creative Development and Education Manager, General Manager

Date:                            July 2009

 Purpose 

To maximize box office revenue for Auckland Theatre Company and deliver a high level of ticketing and customer service to audiences across the range of venues used by the Company.  This includes developing and implementing sales strategies to generate new subscriptions; deliver repeat purchases; increase group, corporate and theatre club sales; and develop niche markets for the Company’s work.

The position is also responsible for the operation of subscriber and ticketing services, both in-house and through the ticketing agents and venues used by Auckland Theatre Company.  Integral to the position is the ability to sustain excellent relationships with customers, venue box offices, ticketing agents, other internal ticketing staff and internal departments. 

As well as a strong marketing and sales focus, the position requires the ability to supervise and manage staff to achieve sales targets and deliver outstanding customer service.

Sales and Marketing

• Work closely with the Marketing and Communications Manager to develop and implement sales strategies which maximize ticket sales and box office revenue for the Company’s subscription season, and the individual plays that make up the annual programme, plus any other ticketed events that the Company schedules.
• Build a pro-active sales culture within the Box Office which results in strong customer relations, a high level of customer knowledge, repeat business and increased ticket sales.
• Indentify new opportunities and business.  In particular, develop sales plans for targeting and growing Group Sales, Corporate Sales and Theatre Clubs.
• Present Auckland Theatre Company productions and sales packages to new and existing customer groups where there is the opportunity to develop new business or increase ticket sales.  
•  Work with the Marketing and Communications Manager to build and manage an integrated Customer Relationship Management (CRM) system for Auckland Theatre Company, which integrates all customer records into one functional database and provides a Master List that can be used by the whole Company.
• Schedule, manage and supervise Ticketing and Sales Representatives to make outbound sales calls on a daily basis, to build customer relations and market promotions, packages, group sales and other initiatives to meet sales targets.

Ticketing Operations

• Manage and supervise Ticketing and Sales Representatives to deliver timely and accurate ticketing services to all external and internal customers.  This includes but is not limited to:
  • Processing subscriptions, group bookings and other specialty ticketing services
  • Payment processing
  • Ticket printing, handling and delivery
  • Calling customers to advise of ticketing delays and/ or to gather information necessary to process orders
  • Prioritising ticketing jobs or orders, including adding rush orders
  • Daily banking, reconciliations and settlements
  • Ordering box office stock and equipment in a timely manner
• Manage and supervise Ticketing and Sales Representatives to maintain, audit and review accurate customer and subscriber databases and files after performances have been completed and on a daily basis at other times, as required.
• Recruit, train and supervise temporary Ticketing and Sales Representatives as required
• Develop and maintain a Procedure Manual covering box office operations, so that knowledge and use of systems is consistent and high standard of customer service can be maintained.
• Effectively maintain and store emergency backups of databases.
• Keep abreast of current ticketing best practices and technology advances, so that ticketing can lead technology changes in unison with marketing. 

Event Management

• Reconcile and check sales reports from each venue or associated ticketing agent promptly either weekly or at the completion of each production
• Provide the Finance Officer with accurate reports to ensure that each day’s banking reconciliation balances, and is correctly accounted for in MYOB, and that Credit Card and Delayed Debit transactions are correct
• Liaise with venues and their respective ticketing agents to ensure that ticketing requirements are communicated and organized to provide a high level of ticketing service.  This includes but is not limited to:
  • The ticketing build for each production
  • On-sale dates
  • Confirmation of performance dates and times
  • Briefing of ticket sellers, venue staff, front of house staff and third party ticketing agencies
  • Managing inventory and seats on hold to maximize sales on any given performance
  • The timely dissemination of relevant information to both external and internal customers
  • Liaise with venue box offices and ticketing agencies to ensure that a high level of customer satisfaction is achieved and that operational systems run smoothly and effectively.
• Provide customer liaison and ticketing services at performances and events as required

Reporting

• Report daily to the Company and at other times as required, on sales activity, trends and projections
• Provide analysis and make recommendations, drawn from data such as attendance, customer feedback and sales reports, to increase sales and inform marketing initiatives
• Compile work volume statistics and keep records of customer service requests and complaints
• Compile reports and other related information to assist in marketing strategies, specific sales campaigns or general research as required
• Provide accurate sales reports on the completion of each production

Contribution to Auckland Theatre Company

A high level of professionalism is required in this role.  This includes but is not limited to:

• Maintaining a favorable working relationship with all Auckland Theatre Company employees to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity, and continued improvement
• Suggesting improvements in operations, processes, efficiency and service both internally and through out the industry
• Developing strong relationships with the rest of the Company to ensure coordinated marketing, production and business activity across the Company
• Developing staff knowledge, skill and confidence wherever possible

Education and Experience

• Three to five years related experience and/or training; or equivalent combination of education and experience
• Some knowledge and experience of ticketing equipment, systems and operations
• Knowledge of Office Word, Excel and database software
• The ability to work in a fast-paced, open-plan, office environment and demonstrate the ability to juggle   competing tasks and demands
• High-level interpersonal skills and the ability to handle sensitive situations and confidential information

Certificates, Licenses, Registrations

• Maintain a valid Drivers License