Ticketing Manager

AFC Bournemouth Community Sports Trust; Bournemouth; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Free onsite parking

Season ticket benefits

Subsidised lunches

Discounts at club shop

Health plan (Simplyhealth)

Job summary

AFC Bournemouth Community Sports Trust is seeking a Ticketing Manager to lead the club’s Ticket Office, ensuring an excellent supporter experience, operational efficiency and strong team performance across all fixtures and events.

Reporting to the Chief Sales Officer, you will coordinate ticketing activity, manage staffing and processes, and work with departments to deliver a joined‑up service while complying with football regulations and club policies.

Qualifications

• Proven experience leading and developing a team in a ticketing or high-volume sales environment.
• Excellent customer service and communication skills under pressure.
• Strong organizational abilities with attention to detail and deadlines.
• Proactive problem solving and continuous improvement mindset.
• Experience collaborating with multiple internal departments and external partners.

Responsibilities

• Lead and manage the ticket office team, setting high standards of service and supporter experience.
• Line-manage the ticket office staff, providing direction, feedback and performance management.
• Recruit, onboard and develop ticket office colleagues to build a capable team.
• Organise and resource the ticket office to meet fixture and event demands.
• Coordinate cross-department ticketing needs and keep stakeholders informed.
• Be the senior point of escalation for supporter enquiries and resolve issues.
• Work with Marketing to ensure clear ticketing information and campaigns.
• Support revenue and attendance objectives through effective ticketing strategies.

Skills

Team leadership

Customer service

Communication

Organization

Problem solving

Stakeholder management

Live sales experience

Tools

SeatGeek

TEAMcard

Job description

Ticketing Manager

The Ticketing Manager is responsible for the effective leadership and day-to-day management of AFC Bournemouth’s Ticket Office, ensuring a high standard of service, operational efficiency and an excellent supporter experience. The role will lead, develop and resource the team, ensuring the Ticket Office is well prepared to meet the demands of the club’s fixture and event programme.

Working closely with the Chief Sales Officer and key stakeholders across the club, the Ticketing Manager will oversee ticketing activity across all competitions and events, balancing supporter needs with the club’s operational and commercial objectives while driving continuous improvement in ticketing processes and service delivery.

Working Requirements

• Please note this role does require the incumbent to be available for contact outside of core working hours and be available to work weekends and all home fixtures throughout the season.
• Availability during peak on-sale periods and high-demand fixtures.

Key Responsibilities

• Lead and manage the AFC Bournemouth ticket office team, setting and maintaining high standards of customer service, professionalism and supporter experience.
• Act as the day-to-day line manager for the ticket office team, providing clear direction, regular feedback, coaching and performance management to ensure the team is engaged, knowledgeable and operating effectively. This includes casual members of ticket office staff.
• Recruit, onboard, train and develop ticket office colleagues, identifying individual strengths, development needs and skill sets to build a capable, resilient and high-performing team.
• Take overall responsibility for the effective organisation and resourcing of the ticket office, scheduling, ensuring appropriate staffing levels, skills and coverage to meet the demands of the football club and its varied fixture and event programme.
• Act as the primary point of contact for ticket office requirements across the club, working closely with departments including hospitality, operations, safety, commercial, marketing, media & communications, football operations, accounts and supporter services to understand requirements and deliver an effective, joined-up service.
• Coordinate interdepartmental ticketing requirements, ensuring key stakeholders are kept informed and that agreed processes, deadlines and priorities are clearly understood and delivered.
• Act as a senior point of escalation for supporter enquiries, complaints and concerns, taking ownership of complex or sensitive cases and ensuring they are resolved fairly, professionally and in line with club policies and values.
• Champion a supporter-first approach across the ticket office, using feedback, complaints and customer insight to identify opportunities to improve processes, communication and the overall supporter experience.
• Work closely with marketing and communications to ensure ticketing information, policies, deadlines and campaigns are communicated clearly, accurately and consistently across appropriate supporter channels.
• Work closely with the Chief Sales Officer to support the club’s wider ticketing objectives, contributing to strategies that maximise revenue and attendance while maintaining an excellent supporter experience.
• Support the planning and delivery of ticketing activity across Premier League fixtures, European competitions, cup competitions, hospitality requirements, commercial initiatives and other club events, ensuring the ticket office is appropriately prepared to meet operational demands.
• Maintain a strong understanding of Premier League, UEFA, FA, EFL and other relevant competition and regulatory requirements relating to ticketing and supporter management, ensuring the ticket office operates in accordance with applicable rules and club policies.
• Work closely with accounts to ensure appropriate financial controls and processes are followed within the ticket office, including reconciliation, refunds, invoicing, record keeping and reporting.
• Monitor ticket sales, supporter demand and operational performance, providing regular updates and insight to the Chief Sales Officer and relevant senior stakeholders.
• Identify opportunities to improve ticket office processes, team performance and supporter service, taking a proactive approach to resolving issues and implementing improvements.
• Ensure effective communication within the ticket office team, creating a positive, collaborative working environment where colleagues understand their responsibilities and feel supported to perform at their best.
• Develop and maintain effective working relationships with internal stakeholders and external partners, representing the ticket office professionally and ensuring the club's requirements are understood and delivered.
• Ensure the ticket office operates in accordance with the club’s policies and procedures, including health and safety, data protection, equality, diversity and inclusion requirements.
• Ensure in all matters you follow and actively promote the club’s equality policies and practices to ensure a welcoming, safe and inclusive environment for everyone engaged with the club.
• To ensure the club’s mental health & wellbeing objectives are embedded in your department's actions, procedures and dealings and to have a good knowledge of the processes to support staff's mental health & wellbeing.
• To ensure commitment to the club’s safeguarding vision and to actively promote the policies within your department, embedding safeguarding into procedures.
• Obligation to adhere to the club’s health and safety policy and procedures.
• Responsibility to comply with the Health and Safety at Work etc. Act 1974, the Regulatory Reform (Fire Safety) Order 2005, and all related Company policies, taking reasonable care for their own safety and that of others, reporting hazards or incidents, following safe systems of work, and co-operating with all training and emergency procedures.
• To ensure the club’s equality aims, action plan and policies are in evidence in all departmental actions, procedures and dealings.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Skills, Knowledge and Expertise

Essential:

• Proven experience of leading, managing and developing a team, including the ability to motivate colleagues and maintain high standards of performance and customer service.
• Experience of managing dynamic, high-volume sales environments, with the ability to adapt to changing priorities, demands and supporter requirements.
• Excellent customer service and communication skills, with the ability to remain calm, professional and solutions-focused when dealing with pressure, challenging situations and complex supporter enquiries.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities, deadlines and complex ticketing requirements accurately and effectively.
• Proactive approach with strong problem-solving skills, demonstrating initiative, sound judgement and the ability to identify and implement improvements to processes and ways of working.
• Excellent relationship-building and stakeholder management skills, with the ability to develop effective working relationships across multiple internal departments and with external partners.
• Experience supporting live sales and event environments, with the ability to identify issues, make sound decisions and resolve problems effectively in real time.

Desirable:

• Strong knowledge and practical experience of working in a football or sports ticketing environment, ideally gained in a supervisory or management capacity.
• Advanced knowledge of ticketing systems and processes, including seat mapping, pricing structures, allocations, fulfilment methods and digital ticketing.
• Experience working within professional football, particularly the Premier League or other elite competition environments.
• Experience using SeatGeek as a primary ticketing platform and TEAMcard for access control.
• Knowledge and understanding of domestic and European football ticketing regulations and competition requirements.

Benefits

• Free onsite parking.
• Season ticket and allocation of complimentary/purchased tickets (subject to availability).
• Subsidised lunches and complimentary healthy snacks throughout the day.
• Discounts at the club Superstore.
• Access to Health Cash Plan with Simplyhealth.
• Employee Assistance Programme
• Contribution towards eye tests and glasses.
• Discounts and benefits from partners and local businesses.
• Club pension & Life Assurance Scheme.
• Paid parental leave (bank of five days per year).
• Club events or other social events throughout the year run by our club social team.
• Paid volunteer opportunities (2 days per year).
• Paid day’s leave on your birthday.

About AFC Bournemouth

Having established the start of an exciting new chapter in our long and storied history since a takeover in 2022 by chairman Bill Foley, AFC Bournemouth has seen significant investment committed towards sustaining Premier League status.

The construction of a state-of-the-art training facility alongside the arrival of promising young talent from top clubs around Europe have provided the club with a fantastic platform from which to build its on-field expectations.

We have placed an importance on maintaining the same focus on family and community that we have proudly displayed over the years, and delivering that engagement with our loyal supporters is a passionate and integrated backroom staff, working closely together to provide a positive and lasting experience for all.