Ticketing Delivery Manager

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

Job summary

A leading sports organization in London is seeking a Ticketing Delivery Manager to ensure the seamless delivery of ticketing across their event programme. The successful candidate will oversee ticketing timelines, manage staff, and work collaboratively with multiple teams to enhance customer satisfaction. This role requires prior experience in ticketing and strong communication skills. Additionally, candidates should be proficient in using Secutix and MS Office applications.

Qualifications

• Experience of working in ticketing, preferably in the sport or event sector.
• Demonstrating excellent personal communications skills with proven ability to build and maintain effective relationships.
• Experience of preparing progress reports and presenting these to Leadership.
• Highly motivated and resilient with the ability to remain calm under pressure.

Responsibilities

• Manage ticketing delivery for LTA Events including timelines and operational plans.
• Line Management of the Ticketing Systems Manager and Ticketing Service Coordinator.
• Support the Head of Ticketing with development of templates and processes.
• Be responsible for day-to-day relationships with ticketing platform providers.

Skills

Experience in ticketing

Excellent communication skills

Financial forecasting

Event planning

Education

Relevant degree or equivalent experience

Tools

Secutix

MS Office Applications

Job description

About the Role

Our vision is ‘Tennis Opened Up’, and our mission isto transform communities through tennis, focusing on three areas – making tennis welcoming, enjoyable and inspiring to everyone.The Commercial and Operations Directorate is responsible for delivering the LTA’s programme of events, driving visibility and engagement to new and existing audiences.

The Ticketing Delivery Manager will play a key role in ensuring the seamless delivery of ticketing across the LTA’s event programme, including the management of timelines, operational plans, and on-site delivery. This role will be critical to the implementation of joined-up planning process that drive innovation and collaboration across business workstreams to improve customer and stakeholder satisfaction.

Key Accountabilities

Overview & Management

• Responsibility for ticketing delivery for LTA Events, including ownership / management of timelines, operational plans, event staffing plans.
• Line Management of the Ticketing Systems Manager and Ticketing Service Coordinator
• Managing onsite contractors at events.
• Recruitment of temporary event staff.

Planning & Development

• Support the Head of Ticketing and Premium Experience with the development of templates, processes, policies, and procedures that standardise how we plan, prepare and deliver ticketing, maximising the existing best practice in place.
• Support in implementing customer-centric methodologies, researching best practice, and liaising with the Customer Strategy team, Technology team, and the Ticketing Systems Manager to discuss feasibility and implementation principals
• Work with Tournament Teams to ensure infrastructure meets industry standards on an inclusion basis and adheres to the requirements / timelines of the Ticketing Timeline.
• Be a champion for the LTA’s ticketing system (Secutix) across the business, assessing opportunities for greater integration and optimisation of service.
• Support the Premium Experience Manager in developing systems to ensure thorough integration of premium functions, supporting both LTA and Keith Prowse (hospitality sales agent) events/venues.

Stakeholder & Supplier Liaison

• Responsibility for the day-to-day relationship with Secutix, the LTA’s ticketing platform provider.
• Responsibility for liaison with other ticketing platform provider / sales agencies when required.
• Responsibility for liaison with colleagues to deliver best practice solutions for internal ticketing (business use and colleague benefit ticketing), including developing consistent policies and procedures for all stakeholders.
• Working in partnership with the LTA Commercial Account Managers to ensure the delivery of LTA partner rights, including creating briefing materials, assisting with client management and on-site support where required.
• Work with the Senior LTA brand marketing Manager to ensure teams are aligned on delivery of imagery / collateral for ticketing on-sales and fulfilment
• Work with the Safeguarding Team to ensure that safeguarding and welfare is promoted and embedded within ticketing to make the sport safer for children and adults at risk.

Reporting / Financial management

• Providing weekly income and project progress reports to key members of the LTA’s Leadership team and attend regular meetings to update on progress.
• Be responsible for the management, tracking and notetaking for the Event Sales Working Group (cross-functional sales and operations team).
• Work with the Finance Business Partner to ensure all Ticketing budgets are up to date and being delivered as anticipated.
• Responsible for tracking progress of the overall annual ticketing plan utilising appropriate data/KPIs to assess progress and mitigate any risks/issues.

Person Specification

Previous Experience of:

Experience of working in ticketing, preferably within the sport or event sector, with relevant experience of working in a multi-venue or multi-sport environment.

Essential

Experience of financial forecasting and reporting

Essential

Demonstrating excellent personal communications skills with proven ability to build and maintain effective relationships at all levels of an organisation

Essential

Experience of preparing progress reports and presenting these to Leadership

Essential

Highly motivated and resilient with the ability to remain calm under pressure and adapt to meet the changing needs of the business

Essential

Experience of flexible working with ability to vary work patterns and prioritise tasks to meet the changing needs of the team as and when required. Including working throughout the 4-week Grass Court Season (end May – early July annually).

Essential

Experience of line management

Essential

Proven experience and success in event or project planning, ideally with experience dealing in temporary stadia or venues

Desirable

Knowledge, Training & Qualifications

Demonstratable mastery of working within ticketing platforms/systems

Essential

Advanced IT and keyboard skills and knowledge of MS Office Applications (Word, Excel and PowerPoint).

Essential

Prior knowledge / experience of Secutix

Highly Desirable

Personal Attributes (Our Values)

Inclusion

·Create an environment where people feel safe and welcomed.

·Value people’s differences and believe they make us stronger.

·Take the time to learn more about inclusion and remove any current or potential barriers.

Teamwork

·Able to work on own initiative and appreciate the high level of accountability.

·A great leader and motivator of others.

·A great communicator both internally & externally.

·Always prepared to work collaboratively.

Integrity

·A high degree of emotional intelligence and self-awareness, with the ability to adapt style to meet the needs of the audience.

·Will always suggest improvements to ways of working.

·Will be comfortable challenging groups or individuals to ensure high levels of work.

·Treats others as you wish to be treated.

·Commitment to promoting and upholding the highest standards of safeguarding for children and adults at risk.

Passion

·A genuine passion for people and good customer service ethic.

·Highly proactive with a ‘can-do’ attitude

·Hard working & driven to succeed and achieve our mission.

Excellence

·Always aims to achieve the best possible outcome.

·Develops plans based on best practise and previous experience.

·Seeks support from colleagues to improve outcomes.

·Will be happy to take the more challenging route if it results in higher quality outputs.

Life at the LTA

The LTA, through its vision 'Tennis Opened Up', is committed to creating an inclusive environment where all colleagues feel included and a strong sense of belonging. We particularly welcome applications from people from ethnically diverse communities, deaf and disabled people, members of the LGBTQ+ community and people with lived experience of the UK's many and varied communities.