Ticketing Setups Manager

Manage & develop the Ticketing set up function at Factory International! Help drive a can-do culture, ensuring that our staff & systems are equipped to deliver the best quality work.

Closing date: 13 May 2024

Interviews: 17 or 20 May 2024

Salary: £28-30,000 per annum (dependent on experience)

Department: Ticketing

Locations: Aviva Studios

Employment & Contract Type: Permanent, full-time - working 40 hours per week.

This post is integral to the success of Factory International, and the successful candidate will be responsible for managing the workload within the Ticketing Setups function and team. You will drive a can-do culture within the team, ensuring that ticketing staff and systems are equipped to deliver the best quality work whilst delivering key objectives.

Your role will be a mix of hands-on setups and service management and working on longer term initiatives with the Head of Ticketing. You will task manage a team of staff including workload management, streamlining, and training responsibilities.

You will manage and develop the Ticketing set up function for Factory International. Ensure that tickets for all shows and events are placed on sale in a timely manner and to the highest level of accuracy, within guidelines set by the Producer, Promoter or Client.


The key responsibilities for the Ticketing Setups Manager role include;

• Manage Event setup for all FI events, includes collating relevant information from teams, building events and performances in Ticketing/CRM systems, acting as first point of contact for amends and troubleshooting
• Responsible for the setting up of new events and special offers to be sold across all FI sales channels
• Manage and develop robust checking processes and procedures
• Liaise with external providers to arrange setup for FI digital events, ensuring integration of any external systems with Spektrix takes place as required
• Maintain event listings on the Ticketing/CRM System to optimise customer experience and maximise sales for Factory International
• Work with the relevant Web teams (internal and external) to develop and establish efficient processes for listing events online and optimising the online purchase pathways
• Maintain the ticketing relationship with our system providers, acting as first point of contact for troubleshooting and training requirements, resolving ticketing system issues as needed
• Provide training for Spektrix use across the organisation, eg reporting, sales, setups and any other relevant modules
• Build ancillary products using the ticketing/CRM system such as memberships, merchandise, donations and link in upselling and cross-selling as appropriate
• Process ticket bookings using ticketing/CRM system and follow approved FI ticketing procedures
• Set up and compile sales reports for internal stakeholders, promoters, venues and authorised parties
• Support the Ticketing function with administrative tasks such as detailed financial reconciliation, system maintenance and data management and administration of ancillary software including but not limited to crowdEngage and Activity Stream
• Recruitment for and line management of Ticketing Set Up Coordinator, Administrator and Assistants as required.

The person specification for the Ticketing Setups Manager role are;

ESSENTIAL

• Working within a team using CRM (or similar) systems to setup events to go on sale
• Problem solving especially with ticketing and CRM systems
• Ability to communicate and work effectively across teams and with a variety of people internally and externally
• Proven experience of running a complex fast paced event ticketing operation
• Advanced knowledge of computerised box office systems and reporting functions
• Proven experience of working with Agency allocations and 3rd party ticketing providers
• Extensive knowledge of the UK Ticketing landscape, leading ticking providers and systems
• Ability to compile accurate reports and present data clearly in order to drive decision making, interpreting sales data and making recommendations to Head of Ticketing on shifts in pricing, discounting and offers
• Demonstrable experience of data management and GDPR
• Ability to work flexibly, including evenings and weekends
• 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

• Ability to become quickly adept with new technologies and functionality
• Excellent organisational skills and ability to manage multiple priorities effectively
• Experience of working with Artifax scheduling system
• Experience of working with Spektrix, ActivityStream, Crowdengage and scanning software
• Experience of working with ticketing systems within music, plus non-traditional event/art spaces
• Using Website Development systems (TNEW/Wordpress) and Custom Websites or equivalent
• Enthusiasm for training, mentoring and support of emerging talent.