Head of ticketing

Application deadline: 12pm on Thursday 30th May

Salary: £40,000 per annum

Terms: Permanent, full time    

Working hours: 35 hours per week; including one duty management shift per week

Interview round one: Monday 13th May

Interview round two: Week beginning Monday 20th May

Are you a data-driven leader with a passion for the performing arts?

The Head of Ticketing is a key role within the Audiences team, ensuring the smooth and efficient operation of all ticket sales and maximising revenue at the Donmar. The successful candidate will have extensive experience of working with a ticketing system such as Spektrix and will plan and deliver regular training sessions for Customer Service Assistants to ensure a consistently high standard of customer service. 

The Head of Ticketing will provide regular financial and audience data reporting, feeding into audience development strategies and pricing initiatives. On a day-to-day basis the Head of Ticketing will provide leadership and strategic problem solving for ticketing operations, ensuring that data is managed in accordance with data protection and best practice. The Head of Ticketing will be passionate about excellent customer service, able to motivate and inspire, with meticulous attention to detail and strong analytical skills.

Knowledge, skills and experience

Essential

• Passion for providing a consistently excellent experience for customers
• Extensive experience of a ticketing and CRM system such as Spektrix
• Experience of managing and developing a dynamic Box Office team in a professional performing arts environment, including devising and delivering training
• Experience of delivering high levels of service to a range of customers including philanthropic supporters
• Proven track record of increasing ticket sales and improving customer service standards
• Proven experience of preparing and presenting comprehensive reporting on all aspects of a complex ticketing operation for senior management
• Strong financial analytical skills with the ability to present to senior management
• Ability to plan the delivery of a consistently high level of service whilst accommodating high levels of activity
• An in-depth understanding of Data Protection and PCI regulations
• Ability to lead and manage complex and multiple projects in a highly pressured and dynamic environment
• Highly developed interpersonal skills with the ability to lead, inspire and motivate a team
• A clear and confident communicator
• Personable and enthusiastic
• Excellent attention to detail
• The ability to collaborate with many different stakeholders, including producers and creative personnel
• Ability to prioritise, multi-task and adapt to new situations
• 'Can-do’ attitude, personal drive, resourcefulness and initiative
• Strong problem solver

Desirable

• Experience of using Spektrix
• Knowledge of and enthusiasm for the work of the Donmar Warehouse
• Experience of working in a producing theatre

Please note that we do not accept CVs or cover letters; submissions received without correct forms, or outside of our online portal Breathe will be declined.

If you have any questions, or require an alternative format to apply, please email jobs@donmarwarehouse.com.

We particularly encourage applications from those who are currently underrepresented both at the Donmar and more widely in the industry, and specifically from D/deaf or disabled, or neurodivergent applicants and applicants who experience barriers and inequity due to ethnicity, gender identity and/or socioeconomic background.

Please state in your application that you found this role through Creative Access.