Ticketing Manager

ROLE TITLE : TICKETING MANAGER
DEPARTMENT : TICKETING
REPORTS TO : HEAD OF TICKETING
ROLE LEVEL : GUIDE
LOCATION : TWICKENHAM
SALARY : £55-60,000 plus competitive bonus

Nature and Scope:
• Drive the delivery and management of the ticketing operation at the Rugby Football Union.
• To assist the Head of Ticketing in the delivery of ticketing revenue for all RFU owned events, including all men’s, women’s and representative teams.
• To manage and work with all event ticketing executives and assistants.
• Oversee the day-to-day management of the ticketing systems (back of house, online, mobile delivery and access control).

We believe hiring people from underrepresented groups into positions at all levels is vital to creating spaces and initiatives that better support those identities. We would love to see applications from disabled people, LGBTQ+ people, people from ethnically diverse communities, people of faith, people from lower socio-economic backgrounds, and women and non-binary people.

Accountabilities:
1. Advise on and implement the planning and sale process of memberships and ticket allocations for all key RFU stakeholder groups.
2. Assist the Head of Ticketing in managing the relationship and contracts with the appointed ticketing and access control suppliers and ensure that the ticketing systems remain fit for purpose to meet business requirements.
3. Facilitate and advise on ticket pricing, budgeting, sales reporting and post event reconciliation.
4. Drive delivery of an excellent ticketing service including the communication, allocation distribution, supply and service of tickets for all RFU owned and third party Twickenham Stadium events.
5. Proactively plan ahead to ensure the Ticketing team workload is managed effectively.
6. Work closely with the Digital, CRM and Marketing teams to implement innovative campaigns to deliver revenue and spectator engagement with the RFU.
7. Build and maintain a strong, collaborative relationship between Ticketing and Customer Service to ensure a high level of customer experience is achieved.
8. Support the delivery of the event day ticketing operation for all Twickenham Stadium event days, supporting the Customer Service operation in the effective running of the Box Office.
9. Identify areas where operational efficiencies can be made through the use of new technology and improved business processes.
10. Act as an ambassador for, and promote the best interests of the RFU at all times, including the promotion of the RFU Core Values.
11. Undertake such other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the RFU.

Person Specification:

Qualifications and Experience:
• Credible ticketing experience within a sports or general events environment
• Experience in event management and operational delivery
• Experience of working with a diverse range of stakeholders and proven success of building excellent working relationships
• Strong understanding and technical experience of ticketing and venue access control solutions including but not limited to digital ticketing, Ticketmaster and Fortress GB
• Experience of managing deadlines and prioritising workload

Skills and Personal Attributes:
• Display leadership qualities in managing and motivating a team
• Ability to promote and foster a positive team culture where the RFUs Core Values are paramount
• Excellent communication skills and management of internal and external working relationships
• Willingness to challenge and be challenged
•Dynamic approach to a varying workload

Additional Information:
• All Role Holders must maintain an appropriate standard of confidentiality.  Any disclosures of confidential information (including personal information kept on computer or other media) made unlawfully outside the proper course of duty will be treated as a serious disciplinary offence
• Personal circumstances must allow the candidate to work extended hours on occasion during times of peak activity including evenings and weekends
• Role holders not based at the Twickenham headquarters must be available to work from there as and when required
• The role description, person specification, role grade and role title may be subject to change at the discretion of the RFU and in accordance with business developments. Any changes will be communicated to the role holder as appropriate.

If you would like to find out more about our diversity and inclusion work or the culture at England Rugby, please visit our website here: https://www.englandrugby.com/about-rfu/rfu-policies/diversity-and-inclusion/our-approach.