Ticketing Manager

The Esplanade Co Ltd; Singapore; On-site; SGD 80,000 - 140,000; Full time

Job summary

The Esplanade Co Ltd in Singapore seeks a Manager, Ticketing to lead the ticketing operations, oversee the box office, system functionality, and event configurations. You will manage ticketing agents, coordinate with internal teams, oversee guided tour planning, and identify opportunities to increase tour revenue while ensuring high service standards for Esplanade’s customers.

You will oversee school and corporate bookings, staff management for Ticketing Officers, and ensure operational

Qualifications

• Tertiary qualifications or equivalent qualifications with experience.
• Minimum 5 years of experience in ticketing operations, customer service, preferably within the arts, entertainment, or hospitality sectors.
• Familiarity with arts venues, live performances, or cultural institutions is an advantage.
• Proven experience in managing ticketing systems, box office operations.
• Prior experience in liaising with external ticketing agents, vendors, and internal stakeholders.
• Able to multi-task, meet deadlines, and manage workload effectively with minimal supervision.
• Excellent communication, interpersonal and organizational skills.
• Strong planning and time management skills
• Strong problem-solving and decision-making abilities, with attention to detail and accuracy.
• Adaptable, proactive, and resourceful, with the ability to thrive in a fast-paced environment.

Responsibilities

• Oversee and lead the full spectrum of ticketing operations, ensuring operational efficiency and accurate event configurations.
• Ensure smooth box office operations and swift resolution of ticketing issues.
• Coordinate between internal departments and Ticketing agents for Esplanade events with timely follow-ups.
• Collaborate with Venue Partnership, Finance and IT to onboard ticketing agents.
• Maintain SLA and ensure consistent service standards.
• Serve as the main contact with the appointed ticketing agent for configurations, enhancements, troubleshooting and new features.
• Oversee end-to-end event configuration, including form receipt and processing on time.
• Coordinate with internal stakeholders and ticketing agent for inventory management.
• Provide recommendations on ticketing mechanics, promotions, and process improvements.
• Oversee scheduling and delivery of guided tours, including schools and corporate visits, to ensure high service standards.
• Identify opportunities to optimise revenue and enhance tour experiences.
• Develop curated tours and work with Marketing to promote them and drive participation.
• Ensure enquiry and booking management across channels and monitor tour performance.
• Manage booking processes and data-driven insights for school and tour bookings.
• Lead Customer Experience Officers (Ticketing) and plan resource allocation.

Skills

Leadership

Communication

Stakeholder management

Education

Tertiary qualifications or equivalent with experience

Job description

The Customer Experience department seeks to provide the highest standards of service and ensure a welcoming, friendly and safe environment is provided for all Esplanade’s customers.

As the Manager, Ticketing you will play a key role in overseeing the ticketing operations and work closely with internal and external stakeholders to ensure the smooth running of Ticketing system and operations.

In addition, you will oversee the planning and coordination of guided tours. You will play a key role in identifying new opportunities to increase tour revenue and in enhancing the quality and content of the tours

KEY RESPONSIBILITIES

Ticketing Operations

• Oversee and lead the full spectrum of ticketing operations, ensuring operational efficiency, service excellence, and accurate event configurations.
• Ensure the smooth running of the box office and ticketing system with a swift resolution of any ticketing issues.
• Manage and coordinate between internal departments (Arts Marketing, Programming and Relationship Management) and Ticketing agents for Esplanade events, with timely follow-ups by Ticketing Officer.
• Work with Venue Partnership (VP), Finance and IT to evaluate and onboard ticketing agents.
• Manage, review and maintain SLA to ensure consistent service standards
• Liaise with ticketing agent and IT team to ensure optimal system functionality, integration, and troubleshooting.

Point of contact to Ticketing Agents

• Serve as the point of contact with the appointed ticketing agent for all ticketing-related matters, including event configuration, system enhancements, troubleshooting, and implementation of new ticketing features.
• Manage ticketing agents providing services to hirers deliver consistent and effective support and maintain a reliable and robust ticketing system.

Event Configuration & Inventory Management

• Oversee the end-to-end event configuration process, ensuring all event forms are received, reviewed and processed on time.
• Ensure effective coordination and communication between internal stakeholders and Ticketing agent.
• Oversee seats inventory management in accordance with protocols and guidelines for both Esplanade Presents and hirer events.
• Work with internal stakeholders and ticketing agent to provide recommendations and solutions on ticketing mechanics, including promotions, ticket features, and process improvements.
• Work closely with Ticketing agent to develop and recommend improvements to ticketing mechanics, ensuring alignment with operational and marketing objectives.

Tour Management

• Oversee the scheduling and delivery of public and private guided tours, including schools, corporate visits and customised experiences, ensuring high service standards and engaging visitor experiences.
• Identify opportunities in optimising revenue, enhancing the tour participants’ experience
• Develop curated tours and to work with Marketing to effectively promote and position them, driving awareness, participation, and additional revenue
• Ensure effective enquiry and booking management processes are in place across all channels.
• Monitor and review tour performance, visitor feedback, and guide delivery, implementing improvements to enhance overall experience.

School/ corporate booking

• Manage booking processes, timelines, and confirmations smoothly across all channels, with effective coordination between internal departments and external schools/ corporates.
• Monitor booking trends and provide data-driven insights to improve processes, and support decision-making.

Staff Management

• Oversee and lead the Customer Experience Officers (Ticketing) involved in ticketing and tours.
• Manage resource planning for the efficient execution of school and tour bookings as well as event configuration.

JOB REQUIREMENTS

• Tertiary qualifications or equivalent qualifications with experience.
• Minimum 5 years of experience in ticketing operations, customer service, preferably within the arts, entertainment, or hospitality sectors.
• Familiarity with arts venues, live performances, or cultural institutions is an advantage.
• Proven experience in managing ticketing systems, box office operations.
• Prior experience in liaising with external ticketing agents, vendors, and internal
• stakeholders.
• Able to multi-task, meet deadlines, and manage workload effectively with minimal supervision.
• Excellent communication, interpersonal and organizational skills.
• Strong planning and time management skills
• Strong problem-solving and decision-making abilities, with attention to detail and accuracy.
• Adaptable, proactive, and resourceful, with the ability to thrive in a fast-paced environment.