Manchester, Greater Manchester (Hybrid)
£40,000 per year
Permanent, Full-time
Job description

Closing Date: 12th June 2022
Department: Ticketing
Locations: Manchester International Festival/The Factory
Remote status: Hybrid Remote
Employment type: Full-time
Salary: £40,000 per annum

Purpose of the Role

To lead the Factory and Manchester International Festival’s ticketing function. Provide a responsive, friendly and efficient ticketing service to customers, internal departments, producing partners, commercial promoters and other hiring parties in a wide range of ticketing set-ups, working to improve service delivery and realise commercial potential from ticketing.

Lead the management and delivery of Factory ticketing department as part of the Visitor Operations team to ensure excellent customer service to all Factory and MIF audiences, at every touch point, whether on or off-line.

The Head of Ticketing will work with external ticketing agencies on inventory management and event set up as required. They will develop the external ticketing function and set up in external non-Factory venues for MIF.

They will work closely with the Director of Audiences, Head of Music and Head of Commercial Events & Partnerships to deliver a ticketing strategy that supports the vision of the organisation, balancing our values around access and inclusion with strong commercial acumen.

Key Responsibilities

To contribute to delivering the success of the Factory and MIF through:
• maximising sales revenues through the proactive management of inventory and dynamic revenue management strategies
• maximising sales through efficient and effective sale of tickets, including platform optimisation
• leading on the management of ‘holds’ and liaising with internal and external third parties to achieve this
• working in partnership with external ticketing agencies to realise commercial targets, deliver large scale on-sales and to extend market reach for specific events

• To work closely with the Head of Visitor Operations, leading the Ticketing team to deliver an excellent blended visitor experience that is warm, welcoming and authoritative and ensuring staff understand the Factory’s business goals and targets
• To take a lead on key ticketed related projects from inception to delivery including upgrades, enhanced functionality/new technologies and website integration to ensure the most effective ticketing operations possible
• To take a leading and proactive role with the Factory/MIF’s ticketing system provider – liaising on the day-to-day system operation and ongoing developments and delivery needs
• To be responsible for managing all set up and administrative ticketing processes to ensure events are put on sale in a timely and accurate manner – working closely with related internal stakeholders and with external promotors, producers and/or third-party agencies
• To manage the external ticketing function and set up in venues external to the Factory for MIF23 and beyond, working with existing external third party venue ticketing teams where in place

• To contribute to the design and development of commercial opportunities, through dialogue with the Commercial and Audience Teams and working with staff to maximise ancillary income
• To act as the primary channel for building Factory membership, working closely with the Membership Manager, to realise the ambitions for the scheme and deliver the income and retention targets
• To work closely with the Access Manager, Head of Visitor Experience and Director Audiences to implement accessible ticketing strategies that support access for those living with disabilities, suffering economic disadvantage and/or who are not traditionally engaged with the arts, managing the work of the Groups and Access Ticketing Co-ordinator in support of this
• Manage any third party ‘call centre’ resource required to handle large scale on-sales and MIF, identifying providers and working through terms and conditions of engagement, contract length and fulfilment and budget
• To work closely with internal departments and oversee all ticketing financial set-up including campaigns, funds, fees, payment methods, appeals and advance reporting
• To provide up to date, regular and timely advance sales reports and sales trend reporting to internal teams and external promotors, producers and agencies as required
• Ensure data is captured accurately and effectively and work closely with Audiences team to create robust reporting systems that are accurate and insightful
• To be responsible for financial reconciliation of all ticketed events at the Factory and MIF and provide information and reports to external third parties and to the Factory/MIF Finance Department as required
• To manage the ticketing budget reporting accurately to the Head of Visitor Experience in a timely way enabling efficient allocation of resource and effective oversight
General

• Actively engaging with the organisation’s vision and policies regarding equal opportunities and diversity, artistic ambition, participation and engagement, health and safety, evaluation and monitoring
• Training and talent development is central to the way that MIF and The Factory work. All job roles are expected to contribute to our training and development activity, contributing time to supporting our training programmes on site and occasionally off site
• Any other duties that are commensurate with the post

Person Specification

Essential

Skills and Experience

• Proven experience of running a complex fast paced event ticketing operation
• Extensive knowledge of the UK Ticketing landscape, leading ticking providers and systems
• Track record in managing inventory to maximise income and commercial opportunity
• Track record of meeting or exceeding sales targets
• Demonstrable experience of data management and GDPR
• Experience of managing and motivating a team working across in person, online and phone sales
• Experience of setting up or contracting temporary ticketing provision in response to exceptional flux in demand
• Proven experience of working with a range of commercial third-party ticket providers and managing those relationships to the mutual benefit of all parties
• Experience of developing ticketing strategies that address the challenge of broadening access and inclusion
• Ability to compile accurate reports and present data clearly in order to drive decision making

Characteristics

• Motivated by achieving sales targets and delivering great customer service
• Strong people skills
• Good communicator both verbally and in writing
• Used to working with speed and accuracy under pressure

Desirable

• Experience of working with Spectrix ticketing system
• Experience of working with Artifax scheduling system
• Experience of ticketing set ups for non traditional event/art spaces

More about Manchester International Festival

Manchester International Festival (MIF) launched in 2007 as the world’s first festival of original, new work and special events. It is an... Read more

Refreshed on: 30 May 2022
Closed date: 12 June 2022 at 18:00
Tags: Admin, Retail