Ticketing Manager - London

Job summary

We are looking for an organised and proactive person to lead our Ticketing operations at Troxy, overseeing everything from on-sales with our partner DICE and event setup to allocation management, sales tracking and final settlements with promoters.

Responsibilities

• Set up all ticketed events, ensuring accurate manifests, correct allocations and compliance with promoter requirements.
• Manage all on-sales through DICE, including allocation management with other agents and promoters.
• Maintain accurate event information across ticketing systems and the Troxy website, ensuring copy and assets meet brand guidelines and announcement deadlines.
• Ensure all seating and standing configurations comply with licensed capacities and internal safety requirements.
• Ensure all ticket sales channels are pre-approved, compliant and operationally efficient.
• Monitor sales across all agents, provide regular internal updates and flag issues or opportunities.
• Support marketing activity by supplying accurate data and ensuring event information is up to date.
• Promote use of the venue's primary ticketing system to promoters and clients.
• Maintain accurate records for each event, including sales figures, rebates, invoicing data and settlement information.
• Provide Event Managers with accurate pre-show ticketing information, including expected attendance and any operational considerations.
• Keep informed of industry ticketing developments and recommend improvements to processes and customer experience.

Client and Customer Services

• Assist the Head of Live with venue availability diary management and promoter queries where required.
• Ensure accessible guest access and companion ticket requests are handled promptly and sensitively.
• Handle ticketing-related customer queries and escalations in coordination with the wider team.

Box Office Management

• Recruit, schedule and manage box office, front of house, scanning and usher staff, keeping staffing levels within budget.
• Lead the box office operation on event days, ensuring the team is properly briefed, staffed and equipped for each show.
• Work with Event Managers to support smooth front of house delivery and resolve issues on the night.
• Close and reconcile each event, completing accurate final show settlements for promoters.
• Work regular evenings, weekends and late finishes as required by the event schedule, ensuring consistent leadership during live operations.

General

• Be a consummate team player, bringing a positive attitude to everyone who experiences Troxy.
• Assist in developing and maintaining effective team work within departments and offices of Troxy.
• Planning activities with other functions and stakeholders within the venue.
• Provide and promote the highest level of customer service.
• Continuously seek ways to improve personal, team and business performance.
• Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
• Liase with the wider team on all aspects of Health and Safety within the venue.
• Ensure that you comply with all Health and Safety regulations and safe working practice as required by current legislation and the Company's Health and Safety Policy and practices.
• Attend regular H&S meetings.
• Undertake any other relevant duties or reasonable request as requested by management.
• Understand the importance of Equality & Diversity in the work place.

Other

• Carrying out ad hoc duties when required to.

Requirements

• Excellent knowledge of ticketing systems.
• Awareness of the main players in the event ticketing business.
• Knowledge of the latest technologies in ticketing.
• Excellent communication skills.
• Effective administration, time management and organisational skills.
• Flexibility (varied working hours).
• Ability to lead and motivate a team.
• Experienced at labour management and team development.
• Positive 'can do' attitude, ambitious, great initiative, drive and enthusiasm.
• Team player who enjoys working in a high achieving environment.
• A commitment to delivering the best.
• Creative thinker.
• Computer literate with strong skills with Word, Excel and Outlook.
• High energy with the ability to work calmly under pressure.
• Budget planning skills.

Nice to haves

• Basic skills in Photoshop.
• Social Media customer engagement experience.

Job description