Responsibilities
Ticketing Operations Management
- Oversee the day-to-day ticketing operations, ensuring efficient and accurate ticket sales, exchanges, and refunds.
- Manage ticket inventory, allocation, and distribution for events.
- Monitor ticketing systems and platforms to ensure they are functioning properly and resolve any technical issues that arise.
- Collaborate with the IT department to implement system upgrades and enhancements.
Customer Service
- Provide excellent customer service to patrons, addressing their inquiries, concerns, and ticketing needs.
- Assist customers with ticket purchases, upgrades, and seat selection.
- Handle and resolve customer complaints or issues related to ticketing.
Ticketing Service Panel Oversight
- Manage and oversee three ticketing service panels, including staff scheduling, training, and performance evaluation.
- Provide guidance and support to panel members, ensuring they adhere to ticketing policies and procedures.
- Monitor panel performance and productivity, implementing strategies to improve efficiency and customer satisfaction.
- Conduct regular meetings and training sessions with panel members to ensure consistent ticketing service standards.
Coordination with Internal Teams
- Collaborate with event organizers, marketing teams, and other internal departments to coordinate ticketing requirements and promotions.
- Ensure timely communication and coordination with the event operations team regarding ticketing-related information, such as seating plans, ticket availability, and event updates.
- Coordinate with finance and accounting teams for accurate financial reporting and reconciliation of ticket sales.
Reporting and Analysis
- Work with IT & TSP to generate regular reports on ticket sales, revenue, and attendance for events.
- Analyze ticketing data and trends to identify opportunities for sales growth and operational improvements.
- Provide insights and recommendations to the management team based on ticketing data analysis.
Requirements
- Bachelor's degree in business, Hospitality, or a related field.
- 5 years proven experience in ticketing operations, preferably in the entertainment or sports industry.
- Familiarity with ticketing systems and platforms, such as Ticketmaster or Eventbrite.
- Strong customer service skills, with the ability to handle customer inquiries and resolve issues effectively.
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Strong attention to detail and accuracy in managing ticketing operations.
- Ability to work well under pressure in a fast-paced environment.
- Proficiency in MS Office Suite, particularly Excel for data analysis.
- Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
- Flexibility to work evenings, weekends, and holidays as required for event support.
