Ticket Office Manager – Celtic FC, Glasgow
You will be responsible for Celtic Football Club’s Ticket Office Operation. You will lead, motivate and manage a dedicated team, to deliver the highest quality of customer service, within a high pressured environment.
- To plan and deliver the successful sale of season tickets and match tickets for home and away matches.
- To supervise all Ticket Office colleagues, including Ticket Office Technical Team.
- To develop and deliver a successful season ticket campaign.
- To achieve seasonal and match by match budgets as set by the club.
- To be responsible for Access Control System and ensuring access for supporters on match day.
- To maintain effective working relationships with internal personnel and external partners.
- To be responsible for Day-to-day monitoring and auditing of Ticket Office processes.
- To ensure procedures are GDPR and PCI compliant.
- Principal contact with Club’s ticketing provider.
- To work effectively with the Stadium General Manager and Head of Safety, Security and Operations to plan matches accordingly.
- To work closely with the Marketing department to plan effective sales and communication plan for season tickets and home match tickets.
- To manage the Ticket Office Twitter feed and communicate effectively with supporters via social media channels.
- To manage Ticket Office budgets.
- To be responsible for the accounting and reconciliations of ticket office revenues and any other events managed by Ticket Office.
- To be responsible for Direct Debits and DD administration processes.
- To prepare and distribute sales reports to Head of Ticketing and Executive team when required.
- To be responsible for HR functions within Ticket Office, including recruitment, training, staff rotas, appraisals and discipline of Ticket Office team. Working closely with the HR Team.
- To maintain daily reports of business transactions including daily sales, daily banking’s and reports as required.
- To be responsible for Health and Safety within Ticket Office.
- To manage complaints, ticket issues and customer service issues in a fair and professional manner.
- To maintain daily staff briefings and ensure communication of changes to ticket office team during working day.
- To escalate appropriately to the Head of Ticketing, any issues that require immediate attention and which may impact Ticket Office operations.
- To manage administration of Supporters Clubs.
- To liaise weekly with Club DAO on Accessible Seating, the Supporters Liaison Office and ensure effective communications between departments.
Skills & Experience Required:
The successful candidate will have at least 3 years’ experience working within a similar role with a proven track record in people management. Experience within the sports/ticketing industry is essential to this post.
The ability to lead, motivate and influence a team will be key to this role. The successful candidate will have excellent interpersonal & communication skills, with a positive and professional attitude. A good working knowledge of Microsoft applications, particularly excel is required. Strong report writing skills along with
Knowledge of GDPR and PCI Compliance is essential. Experience in use of Ticketmaster ticketing system, XR and of Bottom-line Direct Debit Systems is preferred.
This is a great opportunity for an experienced, confident and enthusiastic manager, with an innovative but disciplined approach to work, to be part of the Ticket Office Management Team.
Please apply in writing with CV & Cover Letter to:
Angela Forbes, Head of Ticketing at jobs@celticfc.co.uk
Closing Date:
13th August 2021
