Ticketing & Membership Manager – Warwickshire County Cricket Club

Job Purpose:

1. Responsible for driving the Club’s growth strategy regarding ticket sales, data and CRM
2. Play a lead role within the Commercial department to achieve revenue targets whilst providing a high level of service,
particularly focussing on the online journey, phone enquiries, the in-store experience and events
3. Take ownership of ticketing and software processes, customer services and Ticket Office staffing

Key Responsibilities:

Sales

• Lead the ticketing and Membership team with a strategic approach to ticket sales, on-sale campaigns, pricing and
growth plans for all cricket
• Build and drive plans to identify and acquire new audiences, nurture existing fanbases and upsell relevant ticketing,
Membership and retail products where appropriate
• Take ownership of a data-driven approach to integrate ticketing and CRM into the Club’s marketing strategy
• Proactively manage all types of ticket bookings including refunds, credits, complimentary tickets, Club Partner tickets,
groups and accessible bookings
• Ensure the ticket purchasing journey is seamless across all sales platforms
• Contribute to achieve and exceed retail store targets

Service

• Oversee a proactive and thorough approach to Member and supporter services
• Implement a highly efficient match day ticketing operation across sales, collections and general customer service
• Lead and continue to evolve the Members’ events programme for Junior Bears and Full Club Members
• Continually explore new ways to consistently improve service across various customer touch points
• Ensure all purchasers are provided with clear and relevant information (pre and post-purchase), to help create the
best possible visitor experience

Internal Team

• Build a close working relationship with the marketing department to develop consumer insight, sales initiatives and
accurate communications
• Responsibly manage the Ticket Office resource according to key dates across match days and non-match days
• Provide wider support and line management of retail store staff
• Create an approachable, knowledgeable and helpful team culture across all departmental staff and support the upskill and personal development of staff
• Meticulously organise campaign planning of all ticketing and membership collateral to ensure key fulfilment deadlines
are met
• Manage expenditure budgets across ticketing and membership

Systems

• Ensure that the operational elements of the ticketing department are ‘best in class’ and fully functioning for ticketing
and stewarding staff. i.e. card machines, printers, access control and mobile ticketing
• Account manage the relationship with the Club’s Ticketing providers, SecuTix and The Ticket Factory
• Ensure data and customer insights are up-to-date and accurate
• Ensure that the online sales journey contains accurate seat manifests and purchaser information, sometimes with
specific privileges in place for certain priority groups
• Work closely with Two Circles to ensure accurate reporting of the data feed from the ticketing system and data within
the CRM is up-to-date
• Produce reports relating to attendance and revenue data for internal and ECB use
• Use trend analysis to shape improvements in sales and customer service processes
• Explore functionalities of the ticketing system to support continual improvement of the overall ticketing operation

Please send a copy of your CV and a covering letter to commercial@edgbaston.com.