Please note that this vacancy has expired and you can no longer apply.
Ticketing and Sales Assistant Manager (18-month fixed-term contract)
Visitor & Friends Experience – Public Engagement Department
£27,000 – 30,000 dependent upon experience, plus attractive benefits
Full-time (including weekends, working 5 days across a 7-day pattern)
About the Royal Academy of Arts
The Royal Academy of Arts is one of the UK’s foremost arts organisations. Our mission is to be a clear, strong voice for art and artists, which we do by exhibiting incredible arts; educating the next generation of artists; and hosting the most inspiring visual art debates. It’s a particularly exciting time in our history: to celebrate our 250th anniversary, we have unveiled our newly expanded campus, with more space than ever before to make, debate and exhibit art. The new RA has a link between our Piccadilly and Burlington Gardens galleries for the first time, a new lecture theatre, and an expanded RA Schools giving our students more space to create.
Visitor and Friends Experience at the Royal Academy of Arts
Our Visitor and Friends Experience Team provides the vital front door for the RA. We are a passionate, respected and committed team, who are dedicated to providing a world-class experience for our visitors, which include nearly 100,000 members (or ‘Friends’). The RA receives no public funding, so providing brilliant customer experience to loyal and new audiences is particularly important for us. We host London’s most popular art exhibitions, a huge range of top-class events, courses and lectures and an award-winning access programme – so your work will be varied, fast-paced and exciting. Our VFE Team work hard and brilliantly, and we have a culture of support, fun and respect for one another.
As an organisation, we have recently re-committed to focusing on our Customer Experience. Part of this project involves a significant investment in a new ticketing, membership and CRM system: Tessitura. We’ll be launching the ticketing phase in autumn this year, and a key part of this role will be in the roll-out and adoption of this new software. Alongside the technology change, we’re looking at how we continue our team evolution away from ‘admin’ and more toward a proactive, dynamic service- and sales-oriented focus.
About this role
The Ticketing and Sales Assistant Manager will play a pivotal role in leading on the management of the setup, configuration and maintenance of all bookable events, acting as a first point of contact for internal/external stakeholders. You will be the departmental lead for setting up events (exhibitions, talks, courses and classes) for sale online, over the counter and over the phone, and for checking that all elements of the sales setup is correct (including discounts, allocations, bolt-ons and seat maps).
You will support, coach and train the call centre team, switchboard and colleagues working on box office to ensure an excellent experience for our Friends and visitors. You will maximise ticketed income, donations and Gift Aid opportunities while ensuring a warm, authentic and engaging welcome for all, whether online, over the phone or on-site.
Reporting to the Senior Ticketing and Sales Manager, you will work alongside the Head of Friends and Visitor Experience, VFE Duty Managers, and Marketing and Digital Teams to support an excellent experience, optimise sales and maintain high GDPR and audit standards.
You’ll find the work and culture rewarding, while being part of a friendly and inspiring team that runs one of the most popular and revered visitor attractions in London.
We’re looking for an enthusiastic team player who is excited by the possibility of helping to develop and enhance the box office function at the RA.
Most importantly, we’re looking for someone with the potential to grow into this newly-created role and the initiative and interest to make a positive contribution.
You’ll have at least 12 months experience of working in a box office in a visitor experience environment; whether in the arts, transport, theatre, sport or hospitality.
As well as being highly competent in using ticketing software, you’ll have strong operational experience, be an enthusiastic communicator, and have a passion for and interest in training and team leadership.
You will demonstrate a strong interest in developing the ways in which Ticketing at the RA can contribute to the business. You’ll constantly be thinking about how we can maximise our income, streamline the booking process, and support our team members to deliver the highest service
An excellent communicator, you’ll be articulate and friendly. You will act as a mentor and coach, and be able to inspire, influence and build rapport with a diverse range of people.
A strong salesperson, you will be pragmatic with an excellent knowledge of ticketing software. A good knowledge of Tessitura is desirable.
You’ll be proactive and outgoing, with an excellent eye for detail and great commercial acumen.
You’ll be well-presented and polished, with an appreciation of visual arts and a commitment to the vision of the Royal Academy of Arts.
The benefits we offer
● A generous pension, contributing up to 10% of your salary into a defined contribution scheme
● Along with 25 days’ holiday and 8 bank holidays each year (pro rata), we close between Christmas Eve and New Year, allowing staff additional paid leave
● Staff are encouraged to attend free History of Art and life drawing classes on site
● We also have a staff choir, running and craft clubs
● Best of all, we have reciprocal agreements with many leading museums and art galleries in London and New York that enable you to enter for free with your staff pass.
Closing date for applications: 3 Sept 2018
Interviews to be held week commencing: 10 Sept 2018
Complementing the work of the wider Visitor & Friends Experience team, you will ensure the best strategic opportunities for the RA in maximising ticket yield and audience numbers, balancing the challenges of capacity, demand, income and visitor experience.
The role requires a combination of operational responsibility and strategic commercial vision.
● Support users of our current ticketing system, Enta, in day-to-day operations at the box office, in the call centre and with our ecommerce supplier for online sales prior to the transition to Tessitura
● Support the Tessitura software implementation and its ongoing management and development; keeping abreast of current ticketing developments (operational and technical) and making recommendations for continuous improvement.
● Setting up events (exhibitions, talks, courses and classes) for sale online, over the counter and over the phone. Checking that all elements of the sales set-up is correct (including discounts, allocations, bolt-ons and seat maps).
● Working with marketing and sales colleagues to create packages/subscriptions and bolt-ons including joint tickets, reduced ticket offers, promo codes, audio guide/catalogue promotions and catering add-ons.
● Work closely with all visitor-facing teams to achieve revenue targets including membership sales, Gift Aid and associated products
● Collaborate with the Exhibitions, Events and Learning departments to support the setup, sales and reporting of ticketed activity including Exhibitions, the ‘Lates’ programme, cinema screenings, Courses & Classes and Events & Lectures programme. Ensure ticketed events are created and on sale by agreed deadlines.
● Understanding of capacity management; balancing an excellent visitor experience whilst utilising all ticket slots for sale. Maximising income opportunities into the business. For high demand shows this will require daily dynamic assessment of best demand utilisation.
● Ensure complimentary ticket inventory – especially for high demand shows – are allocated to the most appropriate user groups first.
● Collate and report visitor feedback on the ticketing journey, enabling Friends and Visitors to have a seamless experience online, over the phone and on site.
● Demonstrable experience of audit procedures and cash/credit handling knowledge. To adhere to till set-up and end of day banking procedures. To ensure team are audit compliant and to highlight any areas of concern. Strong working knowledge of GDPR and data management compliance procedures.
● Act as an ambassador for Friends and Visitors ensuring their needs are considered in the delivery of ticketing operations, and that the front of house team has the ability and confidence to deliver what is required of them.
● Provide basic reports and data to the Visitor Projections Group to inform marketing, pricing and allocation strategies
● Provide general support and cover for the Senior Ticketing and Sales Manager as necessary.
● Support the Health & Safety Manager in ensuring that Health and Safety policies, procedures and regulations are known, understood and complied with by you, the team and all others who work with the team.
● Undertake any other duty that may reasonably be allocated by your manager or other senior staff member.
● Able to demonstrate a passion for ticketing and sales with the practical skills, innovation and experience to help develop a team on the ground.
● Some ability to collate and communicate data, to help provide sales and Business Intelligence data to the organisation. Experience with reporting or analytics tools would be an advantage.
● At least 12 months’ experience working in a box office team, ideally in a busy visitor attraction venue or theatre, theme park or similar, delivering a consistently exceptional visitor experience.
● Experience using a ticketing management system. Proficiency in using Tessitura, especially in a configuration and event set-up capacity, is desirable (but training will be provided in any case).
● Ability to relate to many different/diverse people. Friendly, warm and welcoming; patient; tactful; a good listener and quick thinker.
● Excellent communication skills and command of English (both written and oral).
● Computer literate with an ‘eye for detail’ and an excellent knowledge of Microsoft Office.
● A problem-solver and solution-orientated; uses good judgment to work out when to make decisions and when/how to escalate.
● Polished and well-presented.
● A demonstrable interest in the visual arts is desirable, along with an enthusiasm for the vision and values of the Royal Academy, although no art history knowledge or visual arts background is required.
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