Box Office Manager Northampton
Apply Now
We are recruiting for an enthusiastic individual who has experience managing a large team to join us as Box Office Manager. You should have great interpersonal and organisational skills with the ability to motivate and influence the colleagues around you.
Job Purpose
Responsible for management, including training, monitoring and coaching of the sales team to ensure they feel equipped and empowered to enable the best possible customer sales experience.
Key Task Areas
- To be fully conversant with the box office system ensuring that the processing of ticket bookings and the provision of information to bookers is accurate and compliant with organisational policies and procedures.
- To ensure the administrative and financial processing aspects of ticket sales, including but not restricted to, cashing up and banking procedures, are completed accurately and in a timely manner.
- To act as an escalation point for the team, resolving customer queries and complaints to the satisfaction of the customer and venue.
- To lead by example and work on the Box Office counter/telephone as business needs dictate.
- To ensure the smooth running of the Box Office during performance times, overseeing the customer facing team to ensure that a first-class experience is delivered at all times.
- To support the Sales & Revenue Manager with ensuring appropriate Personal Data processing relating to GDPR legislation, ensuring everything put in place is compliant and adhered to by all staff.
- In the specific areas of this role to deputise for the Sales & Revenue Manager as required.
- To support Groups administration helping to ensure it is at the forefront of the market place providing excellent customer service.
- Clearly communicate the importance and impact of revenue management activity within the organisation and educate the sales team on the role they have to play in driving loyalty, ancillary sales and ticketing revenues.
- Work closely with the marketing team to ensure that customer communications are aligned with revenue management objectives.
- Promote and adhere to the organisation’s culture and values.
- To carry out any other tasks that will, from time to time be allocated by the Sales & Revenue Manager on an ad hoc or continuing basis, commensurate with the general level of responsibility of the post.
- To be aware of, adhere to, and implement any legislative requirements consistent with overall duties of this post, with particular regard to Health and Safety policies and procedures, General Data Protection Regulations and Equality Act 2010.
For full job description please see our website (Large Print & Audio available).
Essential Skills
Experience
- Proficient in the use of a Customer Relationship Management System
- A proven track record in implementing and monitoring a culture that delivers exceptional customer service
- Experience coaching and leading a high performing sales team
- Dealing with members of the public and building rapport, creating a proactive sales services environment
- Demonstrable experience of monitoring and improving transaction conversion (on and offline)
- Confident dealing with staff related management
Knowledge/Qualifications
- A sound understanding of the principles and practices used to influence customer behaviour and revenue generation
- An understanding of how to exceed customer expectations
- Knowledge of GDPR 2018 and PCI compliance
Skills/Abilities
- Capable of leading and inspiring a shared vision in a team
- Adaptable and receptive to new ideas and initiatives
- Ability to work under pressure and manage competing deadlines
- Ability to find creative solutions to problems/challenges
- Excellent communication and interpersonal skills with an ability to listen, build rapport and communicate with people at all levels
- The ability to negotiate and influence whilst always ensuring customer needs are met
- Highly numerate
- Significant organisational skills; able to prioritise, delegate and plan effectively
- Cash handling, reconciling cash and banking skills
- Ability to deal with difficult situations and work under pressure
Desired Skills
Experience
- Working knowledge of Tessitura software.
- Excellent working knowledge of theatre product.
Knowledge/Qualifications
- Understanding of tools used to monitor e-commerce transactions (e.g. google analytics/google tag manager).
- Sounds understanding of marketing principles and campaign management within a theatre environment.
Skills/Abilities
- A car owner and driver, willing to drive for work-related reasons.
- Advanced excel skills (pivots, vlookup).
- Ability to write reports, strategic documents and policies / procedures.
Candidates that meet our selection criteria will be contacted within two weeks to schedule an interview.
How To Apply
Please submit a covering letter (no more than 2 sides of A4) stating your relevant experience, knowledge, and skills for the role along with your CV.
For further information about Royal & Derngate, The Core at Corby Cube and this Box Office Manager role, please see our websites.
About Company
Northamptonshire Arts Management Trust (NAMT) provides shared services for arts venues in the county; from strategic and managerial leadership, to show and film programming, IT, administrative, accounting and marketing support.
Working together as a group of companies, NAMT partners with Royal & Derngate, Northampton (incorporating the Northampton Filmhouse) (R&D) and The Core at Corby Cube (The Core).
Essential Requirements
Experience
- Proficient in the use of a Customer Relationship Management System
- A proven track record in implementing and monitoring a culture that delivers exceptional customer service
- Experience coaching and leading a high performing sales team
- Dealing with members of the public and building rapport, creating a proactive sales services environment
- Demonstrable experience of monitoring and improving transaction conversion (on and offline)
- Confident dealing with staff related management
Knowledge/Qualifications
- A sound understanding of the principles and practices used to influence customer behaviour and revenue generation
- An understanding of how to exceed customer expectations
- Knowledge of GDPR 2018 and PCI compliance
Skills/Abilities
- Capable of leading and inspiring a shared vision in a team
- Adaptable and receptive to new ideas and initiatives
- Ability to work under pressure and manage competing deadlines
- Ability to find creative solutions to problems/challenges
- Excellent communication and interpersonal skills with an ability to listen, build rapport and communicate with people at all levels
- The ability to negotiate and influence whilst always ensuring customer needs are met
- Highly numerate
- Significant organisational skills; able to prioritise, delegate and plan effectively
- Cash handling, reconciling cash and banking skills
- Ability to deal with difficult situations and work under pressure
COVID-19 Box Office Manager Northampton