Somerset House Trust is seeking an experienced Ticketing and CRM Manager to take lead responsibility for all ticketing for in-house and partner events, whilst maximising the opportunities of a centralised ticketing and CRM system to understand, develop, grow and cater to Somerset House’s many audiences.

This role will act as Tessitura ‘expert’ for Somerset House and ensure that knowledge and expertise is imparted as widely as possible across the organisation, advocating the benefits of a shared CRM and ticketing system and delivering these benefits on a practical level.

The role sits within the Marketing department but will work very closely with all other departments, specifically Producing, Exhibitions, Visitor Experience, Development, Engagement & Skills, Somerset House Studios, IT and Finance.

Contract type: Permanent, full time (or part time, 4 days per week)

Salary: £35,000 per annum (pro rata)

Application deadline: Wednesday 14 April, 17.00

 

Key responsibilitiesTessitura systems management

  • Lead the Tessitura Steering Group to update senior stakeholders on system projects and new developments
  • Lead Tessitura User Group to update all system users on projects and our Tessitura development roadmap
  • Establish up to date working practices and oversee all training of Somerset House staff on the use of Tessitura across different departmental functions, including the creation and updating of training documentation
  • Manage remote access server (RAMP) and other remotely hosted Tessitura services, including white label ticketing platform (TNEW), and keep up to date with the latest iterations of the software being produced by Tessitura
  • Lead the development of new functionality (e.g. Direct Debits, ticketing for online events) and deliver the integration with associated 3rd party software

Ticketing

  • Lead responsibility for smooth and efficient operation of all aspects of ticketing for Somerset House live events (Skate, Summer Series concerts, Film4 Summer Screen), Somerset House exhibitions, Somerset House Studios events, Engagement & Skills events, and Commercial Events, including relevant merchandising and catering opportunities
  • Liaise with all internal producing and programming teams and external Commercial Event partners to establish event capacities and configuration
  • Line management of the Ticketing & CRM Officer and oversee the planning and scheduling of all event set up
  • Work to announcement and on-sale schedules, including advance booking periods, as defined by the Marketing and Press teams
  • Create and share new procedures for efficient and timely event set up, establishing best practice procedures for Somerset House
  • Ensure that visitor needs and requirements are at the forefront of event set-up, including special access requirements
  • In liaison with Visitor Experience department, ensure that phone sales and group bookings (both internal and via external phone room) are delivered to the highest possible standard
  • Work alongside Producing and Marketing teams to manage ticket inventory, helping to achieve maximum capacity for live events
  • Oversee the efficient management of all ticket holds and allocations for sponsors and any external ticket agents
  • Identify opportunities for increased ticket revenue and implement dynamic pricing strategies where appropriate
  • Develop and enforce policies and procedures to prohibit unauthorised third-party resale of tickets

Website and technical integration

  • Work alongside the Website Manager to ensure smooth implementation of online sales via the Somerset House website and TNEW, create excellent user journeys and deliver the best online customer experience in line with Somerset House branding
  • Support third party applications and systems that interface and integrate with Tessitura including Tessitura Analytics, email distribution software (WordFly), N-Scan, TRBO and Zkipster, working with Tessitura’s API.
  • Report on new updates from the Tessitura roadmap to senior leaders, advising how Somerset House can benefit from these updates and improve current processes and systems

CRM and data insight

  • Provide data-driven business intelligence to Directorate, and Marketing, Programming, Development and Finance departments, interpreting analytics and developing CRM strategies
  • Ensure all reporting within Tessitura is accurate and where necessary develop bespoke reports and automating standard reporting for events and exhibitions
  • Develop knowledge, insight and ideas around CRM across the organisation, promote innovation in Somerset House’s use of Tessitura and establish best practice around the use of data including staff training
  • As part of the Marketing department, contribute to Somerset House’s audience and commercial objectives by ensuring the efficient generation of lists, advanced data extractions, custom reports and ad hoc queries, ensuring all direct communication campaigns are configured to deliver maximum financial return, audience and business intelligence
  • Support Directorate and Development department in the generation of guests lists for events throughout the year (e.g. cultivations and launches) and work with all departments ensure guests list data is kept up to date and is GDPR compliant
  • Support the Development department in the analysis of data to identify fundraising prospects and develop engagement strategies, including potential membership schemes
  • Work with the Finance department to ensure accurate financial accounting and reconciliation, batch management and end of day reporting
  • Establish and enforce Data Protection policies and PCI compliance regulations, working with Somerset House’s Data protection officer to ensure GDPR standards are met
  • Undertake any other associated duties as may reasonably be required in line with the role

For a full job description, including person specification, and link to our application form please visit: https://www.somersethouse.org.uk/jobs