Esports Ticketing Maestro: Onsite Ops & Upsell

ESL; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

EFG (ESL FACEIT Group) in London is seeking a proactive Ticketing Operations Specialist to own day-to-day ticketing setups, onsite access, and premium inventory configurations across O&O events and publisher partnerships. This role requires collaboration with Consumer Commerce, Customer Support, Marketing and local venue teams to ensure flawless event launches.

You will drive backend configuration, fan entry optimization, and post-event data reporting, enabling smooth fan experiences and

Qualifications

• Proven experience in Ticketing Operations, E-commerce Operations, or live event execution.
• Advanced Excel/Google Sheets, data manipulation, and creating clear presentations.
• Fluent in English with ability to travel internationally.

Responsibilities

• End-to-End Setup: Drive end-to-end ticketing setup and execution across both Owned & Operated (O&O) and publisher-led esports events.
• Platform Configuration: Configure and launch ticket waves, pricing tiers, promo codes, add-ons, and promotional campaigns across ticketing platforms, ensuring 100% backend accuracy.
• Launch Briefings: Deliver Event Launch Briefings and forms to Customer Support, marketing, and local event teams to guarantee frictionless, fully-aligned go-lives.
• Entrance Logistics: Lead onsite entrance operations (gate logistics, scanner configuration, staff briefings, accreditation flow) to minimize queue times and friction.
• Fan Arrival Experience: Optimize the fan arrival experience to boost satisfaction and drive high repeat purchase rates for future events.
• Live Event Link: Act as the operational link between central commerce strategy and local venue teams during live event days.
• Inventory Allocation: Manage and allocate premium channel inventories, including VIP packages, hospitality, early access, and merchandise bundles.
• Funnel Upselling: Execute dynamic upsell and cross-sell strategies throughout the customer purchase funnel to maximize yield and conversion.
• Pacing & Adjustments: Monitor sales pacing, adjusting inventory availability strategically based on real-time demand.
• Escalations & Support: Partner directly with Customer Support to resolve second-tier ticket resolutions, identify recurring customer pain points, and compile updated FAQs for live events.
• Qualitative Data Analysis: Analyze qualitative feedback, combining ticket support trends with NPS survey sentiment to uncover actionable operational insights.
• Post-Mortem Retrospectives: Deliver Post-Mortem Retrospectives after major events, feeding data back to Product and Ops teams to continuously refine future events.
• Workflow Management: Own Monday.com project workflows, maintaining strict data hygiene, tracking task dependencies, and ensuring cross-team visibility across inventory and project timelines.
• Automations & Improvements: Implement smart automations within project management tools to streamline execution and optimize daily team operational efficiency.
• Proactive Upgrades: Self-identify operational deficiencies and proactively suggest process improvements to the team and relevant stakeholders.

Skills

Ticketing Operations

E-commerce Operations

Live Event Execution

Box Office/Access Management

Tools

Excel

Google Sheets

PowerPoint

Google Slides

Job description

EFG (ESL FACEIT Group) in London is seeking a proactive Ticketing Operations Specialist to own day-to-day ticketing setups, onsite access, and premium inventory configurations across O&O events and publisher partnerships. This role requires collaboration with Consumer Commerce, Customer Support, Marketing and local venue teams to ensure flawless event launches.

You will drive backend configuration, fan entry optimization, and post-event data reporting, enabling smooth fan experiences and