Client Services Manager (Ticketing)

Department : Ticketing

Reports to : Head of Ticketing

Role Introduction

The Client Services Manager will be responsible for managing and leading the KTSP Client Account Executive Team, ensuring professional and efficient management of all ticketed events from inception to maturity. The role will support the creation of venue seating layouts for all three ticketed venues within Kai Tak, assist with user testing, and oversee ongoing event configuration. Additionally, the role will focus on specialist events and serve as a key liaison with the Hirer.

Key Responsibilities

• Manage the Client Account Executives team and provide direction.
• Responsible as the key user and tester for UAT of the ticketing system.
• Develop relationships with the clients and have a clear understanding of the business requirements, by building and maintaining positive relationships.
• Establish communication with the clients for each event, ensuring the receipt of all relevant information necessary for the setup and management of the event.
• Set up and enable shows/events on the ticketing system and online, ensuring correct setup and availability of information. This includes creating the seating layout, configuration the event, adding price chart, applying ticket template, and gathering all marketing and promotional information in relation to the event and venue.
• Liaise with the clients to ensure that all requested ticket allocations are confirmed and are applied to each event as requested.
• Create and maintain an event file for each event to include official confirmation details of the event, approved seating layout, manifest, agreed allocations, event on-sale sign off, final settlement details and all other relevant information relating to the event and venue.
• Ensure the clients are kept updated with all sales figures as and when required and to be proactive in negotiating to increase or decrease allocations, and mark back allocations as and when required.
• Fully responsible for the management of each allocated event from the initial proposed contract to the end of event settlement, be responsible for supplying and agreeing the settlement figures for KTSP ticketing with the clients and the Head of Ticketing
• Responsible for approving the event checklist prior to on-sales sign off.
• Coordinate with the Marketing and Promotions team, to ensure that all correct event information is displayed online and in marketing materials.
• Ensure tickets are available at all points of sale and that all points of sale have full event/venue information prior to on-sale.
• Ensure KTSP Ticketing provides a consistently high level of care and courtesy to customers and visitors at all times and respond to customer inquiries appropriately.
• Train and develop the Client Services Team and be an expert user of the ticketing system.
• Sell and promote shows/events and other sales managed by KTSP Ticketing, ensuring high customer service standards.
• Process ticket sales and reservations using the ticketing systems.
• Act as deputy to the Head of Ticketing in all aspects of that role where and when appropriate.
• Undertake any other duty commensurate with this post as determined by the Head of Ticketing.

Requirements

• Degree holder or above.
• Minimum 5 years working knowledge of ticketing systems in Events/ Venue management industry.
• Supervisory experience within ticketed venues, theatre, arenas, or similar environment.
• Customer service experience within a customer focused environment.
• Good standard of literacy and numeracy skills.
• Experience of using ticketing systems and the ability to use a variety of software packages.
• Strong communication skills and the ability to liaise with clients effectively.
• Sales and Marketing knowledge to deal with customers and effectively with clients.
• Ability to manage pressure, and demonstrate initiative and problem-solving skills, including interpreting data and reports.
• Commitment to and the flexibility to work shifts as determined by the business. This may include working evenings, weekends, and bank holidays.
• Committed to on-going personal development and team development.
• Good command of spoken and written English and Chinese; ability to speak Putonghua is a definite advantage.

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications unsuccessful.