Box office supervisor (data lead)

Closing date for applications: Tuesday 17th February 2026

Salary: £28,500 – £30,500

Location: Edinburgh

Reporting to: Ticketing & Revenue Manager

Interviews: Tuesday 24th February 2026

Help shape the audience experience across three iconic theatres, leading box office teams and turning data into insight.

Our three distinctive venues in Edinburgh, Festival Theatre, King’s Theatre and Studio Theatre, offer over 700 unforgettable performances each year. From drama to dance, to musicals and family shows, live music and pantomime, we entertain and inspire audiences of all ages. We want everyone to have access to the arts in a way that works for them, whether that’s on our stages or out in the community. We are committed to nurturing everyone’s creative journey, supporting emerging talent and contributing to the future of the theatre sector.

We are looking for someone to join our busy and highly skilled Box Office team, working across Capital Theatre’s three Edinburgh venues: Festival Theatre, King’s Theatre and Studio Theatre. The Box Office Supervisor (Data Lead) will play a key role in delivering excellent customer service and strong sales performance across Capital Theatres’ Box Office operations, including ticket sales, memberships, donations, and effective cross- and up-selling. The role also supports the accurate and meaningful use of data across the organisation, providing reports and analysis as required. As part of the Box Office supervisory team, the post-holder leads by example, sets high standards, and supports the day-to-day leadership of Box Office Assistants.

Key responsibilities

Supervisory

• Supervise Box Office Assistants on a day-to-day basis
• Support the other Box Office Supervisors with recruitment and training support where necessary
• Encourage individual development within the team and support team members in their personal development
• Prepare daily rotas, ensuring effective customer service delivery
• Duty management during the hour before a show and on weekends, or in the absence of the Head of Ticketing & Revenue, and the Ticketing & Revenue Manager
• Maximise up selling and cross selling within the team ensuring weekly sales and performance targets are met
• Ensure that excellent customer care is maintained throughout the team
• Work with the box office team to ensure that our customer database well maintained and that Box Office Sales and Admin Assistants meet targets for deduping and ensuring customers contact preferences are kept up to date
• Ensure that Capital Theatres’ standards and expectations, as laid out in the employee handbook, are adhered to

Collaboration

• Support the work of other members of the Box Office supervisory team and provide cover as required
• Attend meetings, as required, with other teams across Capital Theatres to support Capital Theatres’ business plan, vision, mission, and values

Customer Service

• Always provide excellent customer service, and contribute positively to the overall ‘customer experience’
• Be knowledgeable about our events, products, and fundraising activities
• Respond to customer enquires through any channel including, but not limited to, in person, by telephone, or by email

Sales

• Sell tickets, and supervise ticket sales over the telephone, process bookings, and deal with enquiries
• Set up and monitor discounts and special offers on Capital Theatres’ ticketing system
• Alongside the Head of Ticketing & Revenue, and the Ticketing & Revenue Manager, manage holds, discounts, and all ticketing inventory (releases, chasing up expired reservations etc.)
• Ensure postal tickets and membership cards are printed and dispatched timeously
• Cross sell productions and other services such as backstage tours, memberships, merchandise, and food/beverage
• Increase membership sales and help the team meet weekly sales targets
• Increase attendance and repeat business
• Produce and distribute sales reports as required
• Reconcile daily sales and report/look into any discrepancies
• Reconciliation of Theatre Tokens sales and income
• Provide end of show reports to of the Head of Ticketing & Revenue, the Ticketing & Revenue Manager, Development, Finance, and Customer Services
• Liaise with and deal with requests from visiting companies around their ticketing and seat hold requests

Data

• Undertake data and analysis tasks as requested by colleagues, visiting companies, and stakeholders, or as delegated by (or in the absence of) the Ticketing and Revenue Manager.
• Develop and maintain proficiency in the use of Capital Theatres’ ticketing and data systems, including Spektrix and the Baker Richards data dashboard, to support accurate data analysis and reporting.
• Ensure that data collection processes are followed to achieve complete, accurate and consistent records that are managed in line with Capital Theatres and GDPR polices and legislation
• Support colleagues in the effective and consistent use of Spektrix, in relation to data handling, reporting, and customer records.
• Produce regular, and ad-hoc reports on sales, mailing ROIs, attendance, and audience data in support of the KPIs of Box Office, Marketing and Development.
• Assist in the monitoring and evaluation of dynamic pricing outcomes, providing analysis and summaries as required.
• Set up and manage customer data lists for marketing mailings, ensuring accuracy and GDPR compliance.
• Ensure compliance with GDPR legislation, Capital Theatres’ data protection policies, and data retention procedures.

Administration

• Ensure customer records are de-duplicated as required
• Proofread brochures, website etc to ensure that ticketing information is accurate
• Prepare Box Office Assistants timesheets on a weekly basis in time for the weekly pay cycle

General

• Maintain a clean and tidy environment in the office area
• Have a flexible approach to working hours • Secure the box office areas at close of business
• Fulfil any other duties as required by the Head of Ticketing & Revenue, the Ticketing & Revenue Manager, or any member of Capital Theatres Senior Management or Executive Team

Ensuring that Capital Theatres policies and procedures are followed

• Working within Capital Theatres’ brand guidelines
• Working within Capital Theatres’ financial and control procedures
• Comply with relevant legislation and regulations, including, but not limited to, Health and Safety, Environmental Health, PVG checks and Children’s Performance Licencing
• Identify and propose potential improvements to Capital Theatres’ policies and procedures

Who we are looking for

Essential Experience

• A minimum of 12 months’ experience using ticketing systems within a customer-facing or box office environment
• Proven sales experience, including inbound sales in a fast-paced customer service environment
• Experience of working to sales or performance targets, with the ability to contribute to commercial objectives
• Experience in an administrative role
• Experience of data analysis and visualisation, and of using data to support reporting and decision-making.

Desirable Experience

• Experience of outbound sales, including proactive customer contact and sales campaigns
• Experience of working across a multi-site performing arts venue, with an understanding of the operational complexities this entails
• Experience of the Spektrix ticketing system
• Experience of supervising staff, including supporting performance, providing guidance, and maintaining standards

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.