Ticketing & Tours Operations Lead

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 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