Job Description

ResponsibilitiesTicketing Operations Management

• Oversee the day-to-day ticketing operations, ensuring efficient and accurate ticket sales, exchanges, and refunds.
• Manage ticket inventory, allocation, and distribution for events.
• Monitor ticketing systems and platforms to ensure they are functioning properly and resolve any technical issues that arise.
• Collaborate with the IT department to implement system upgrades and enhancements.

Customer Service

• Provide excellent customer service to patrons, addressing their inquiries, concerns, and ticketing needs.
• Assist customers with ticket purchases, upgrades, and seat selection.
• Handle and resolve customer complaints or issues related to ticketing.

Ticketing Service Panel Oversight

• Manage and oversee three ticketing service panels, including staff scheduling, training, and performance evaluation.
• Provide guidance and support to panel members, ensuring they adhere to ticketing policies and procedures.
• Monitor panel performance and productivity, implementing strategies to improve efficiency and customer satisfaction.
• Conduct regular meetings and training sessions with panel members to ensure consistent ticketing service standards.

Coordination with Internal Teams

• Collaborate with event organizers, marketing teams, and other internal departments to coordinate ticketing requirements and promotions.
• Ensure timely communication and coordination with the event operations team regarding ticketing-related information, such as seating plans, ticket availability, and event updates.
• Coordinate with finance and accounting teams for accurate financial reporting and reconciliation of ticket sales.

Reporting and Analysis

• Work with IT & TSP to generate regular reports on ticket sales, revenue, and attendance for events.
• Analyze ticketing data and trends to identify opportunities for sales growth and operational improvements.
• Provide insights and recommendations to the management team based on ticketing data analysis.

Requirements

• Bachelor\'s degree in business, Hospitality, or a related field.
• 5 years proven experience in ticketing operations, preferably in the entertainment or sports industry.
• Familiarity with ticketing systems and platforms, such as Ticketmaster or Eventbrite.
• Strong customer service skills, with the ability to handle customer inquiries and resolve issues effectively.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Strong attention to detail and accuracy in managing ticketing operations.
• Ability to work well under pressure in a fast-paced environment.
• Proficiency in MS Office Suite, particularly Excel for data analysis.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
• Flexibility to work evenings, weekends, and holidays as required for event support.

Business Edge