Ticketing & Membership Services Supervisor

Glyndebourne Productions Ltd; Lewes; Presencial; GBP 28.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Subsidised dining at onsite eateries

Discount at Glyndebourne shop

Staff events

Corporate gym memberships

Free Pilates and Zumba classes

Free tea and coffee

Free on-site parking

Cycle to Work scheme

Long service awards

Benefits hub discounts

Descripción de la vacante

Glyndebourne Productions Ltd in Lewes, UK, seeks a high-calibre Supervisor for the Ticketing & Membership Services team. You will lead the team, manage front-of-house operations for performances, and support the Head of Ticketing & Membership Services.

You will also serve as Duty Manager during Festival and Autumn seasons, with additional pay for duty shifts. The role operates on a 5-out-of-7 pattern including evenings and weekends.

Formación

• Demonstrated leadership capability and ownership mindset.
• Proven track record in customer-focused environments.
• Strong problem-solving and time-management skills.
• Ability to mentor staff and foster high performance.
• Experience with venue operations and event delivery is a plus.

Responsabilidades

• Lead and supervise Ticketing & Membership Services team.
• Oversee front-of-house operations for performances.
• Ensure financial integrity and policy compliance.
• Provide first-line systems support for Tessitura CRM and phone system.
• Drive revenue and improve workflow efficiency.
• Manage office administration and departmental projects.

Conocimientos

Leadership

Customer service

Problem solving

Time management

Team development

Herramientas

Tessitura CRM

Phone system

Descripción del empleo

We are seeking a high-caliber professional with proven leadership capability, exceptional integrity, and a strong sense of ownership to join our Ticketing & Membership Services team. In this key role, alongside two fellow Supervisors, you will take direct responsibility for operational efficiency, office administration, and project fulfilment while providing crucial leadership and support to the Head of Ticketing & Membership Services. In addition to core supervisory and administrative duties, you will serve as a Duty Manager for scheduled performances throughout our Festival and Autumn seasons. In this capacity, you will demonstrate end-to-end accountability for front-of-house operations, ensuring safety compliance, flawless execution, and an outstanding patron experience. Additional responsibility pay is provided for Duty Manager shifts. Operating on a 5-out-of-7-day shift pattern-including regular evening and weekend hours-this position requires a reliable, proactive leader dedicated to maintaining the highest professional standards and driving team success. Key Tasks and Responsibilities Revenue & Performance Optimization: Champion a target-driven culture within the team, driving income growth through proactive engagement, strategic revenue management, and continuous workflow improvements. Financial Integrity & Control: Maintain meticulous oversight of all financial transactions, ensuring absolute compliance with organizational standards, auditing guidelines, and departmental policies. Systems Support: Provide day-to-day, first-line technical support for Tessitura CRM and the telephone system for the Ticketing & Membership Services team. Technological Development: Research and introduce new processes to ensure the department utilises technological developments to their full potential. Project Fulfilment & Office Administration: Partner with the Head of Ticketing & Membership Services and external partners to lead, manage, and successfully deliver departmental administrative projects and operational initiatives. Team Leadership & Development: Lead, mentor, and train staff to foster a high-performance environment built on personal responsibility, professional growth, and service excellence. Customer Service: Lead the team and deliver outstanding levels of customer service and assist with resolving escalated customer feedback. Compliance & Policy: Contribute to the development of ticketing policies and procedures, ensuring full compliance with GDPR to support the commercial requirements of the organisation. Operational Ownership: Share Duty Supervisor responsibilities, taking full ownership of day-to-day office administration, task allocation, and operational workflow execution. Operational Assistance: Work alongside Ticketing & Membership Services Coordinators, carrying out day-to-day ticketing and membership tasks as required. Performance Duty Supervisor: Manage a number performances, responsible for pre-performance set up and front desk on performance days Performance Duty Management: Oversee Front of House teams and operations during performances across Festival and Autumn seasons, taking complete accountability for event execution, safety, and audience satisfaction.

Demonstrated track record of leadership, team management, and personal integrity in customer-focused, venue, or arts administration environments. Strong sense of ownership and accountability, with proven ability to lead by example and inspire high performance. Experience of database systems and their potential Awareness of technological developments (database/web/phone systems) The ability to problem solve effectively Excellent prioritisation and time management skills coupled with the ability to work calmly under pressure and to tight deadlines, in high pressure situations Excellent attention to detail Strong multi-channel communication skills Proven experience in project fulfilment, office administration, and departmental workflow management. Goal driven approach to work Extensive event and operational management experience in high-volume, fast-paced environments, ensuring seamless execution of complex operations. Highly organised and motivated with an ability to work independently. Proven experience of proactively identifying challenges before they become problems and reactively solving issues that arise during an event Flexibility to work varied hours, including evenings, weekends, to accommodate the demands of the business.

The Glyndebourne Festival (running from May to August), features a programme of six operas in its 1,200-seat opera house, attracting audiences from around the world. The Autumn Season (October to December) extends Glyndebourne's reach, offering audiences the opportunity to experience fresh perspectives and new works in a dynamic and exploratory setting. Together, the Festival and Autumn Season welcome over 125,000 attendees annually, with many more engaging through online streaming and other digital platforms. Remaining financially independent since its inception, Glyndebourne is a registered charity that relies on box office income, memberships, and donations to fund its operations. Committed to artistic excellence, audience development, and accessibility, Glyndebourne continues to expand the reach and appreciation of opera for all. New Road, Ringmer, BN8 5UU

The contractual hours of work are 35 per week, worked over 7 variable days between Monday - Sunday, 8:00am to 11:00pm. Salary and Benefits We can offer a salary of up to £31,600 per annum. We offer 33 days (6.6 weeks) of holiday, inclusive of bank holidays, per annum. We also give additional non-contractual closure dates at Christmas. We can offer a beautiful working environment, and the chance to see world-class opera. For those without their own transport we have a free minibus service to and from Lewes railway station. We also offer:

• Subsidised dining at our onsite restaurants
• Discount at the Glyndebourne shop
• Staff events
• Corporate Gym memberships
• Free Pilates and Zumba classes
• Free tea and coffee
• Free on-site parking
• An onsite Physiotherapist
• Cost price electric car charging
• Cycle to Work scheme
• Long service awards
• Discount at various highstreet retailers through the Glyndebourne benefits hub