MAIN LOCATION: Contact but may be required to work at other venues as required

RESPONSIBLE TO: Head of Creative Engagement

RESPONSIBLE FOR: Deputy Audiences Manager, Casual Box Office staff

WORKS WITH: All departments

HOURS: Full Time (currently working 100:80:100 or 4 day week)

STATUS: Fixed Term Contract to 31st March 2026 with potential to extend 

CLOSING DATE: Monday 27th January 2025

OVERVIEW OF THE ROLE

To dynamically lead the team who are the face of Contact to new visitors, providing inspirational and supportive leadership for your direct reports & team, ensuring that they remain highly motivated and empowered to develop within their roles.

To manage and develop Contact’s box office system and its wider promotional and mailing functions to ensure maximum sales across all events, also working closely with Marketing and all other departments within Contact to increase revenue creatively utilising all relationships.

To act as Contact’s Data Protection Officer and also lead on the management and reporting of data relating to sales, customers and audiences to enable effective management, campaign planning and reporting.

MAIN TASKS

• Manage and develop the Spektrix box office system and database, ensuring it is used to maximum effect to benefit the operation of ticket sales.
• Act as Contact’s Data Protection officer and ensure Contact is working in accordance with the guidelines of General Data Protection Regulation (GDPR) (And Data Protection Act 2018) when capturing personal details for sales and marketing and participation purposes.
• Oversee the Visitor Experience team, by delegation, ensure all front of house activity is carried out to a high standard.
• To plan and implement show set ups including devising pricing and on-sale schedules.
• Oversee the integration of Spektrix within the Contact website, to ensure maximum sales and keep up to date with the latest developments of the ticketing system
• To work closely with the Marketing team to implement the CRM strategy that delivers both sales, new audiences and customer loyalty.
• To help set box office targets, monitor sales and provide regular reports as required.
• To help develop and implement an effective data-led ticket pricing strategy to maximise box office revenue.
• To develop targeted Box Office initiatives as part of the overall Marketing & Communications strategy.
• To manage the effective collection, analysis and use of market intelligence, audience research and sales data in order to inform and track box office revenue and engagement goals.
• Work closely with the Commercial team to ensure that commercial ticketing targets are met and commercial opportunities within Contact are maximised.
• To effectively lead the team/area, ensuring they remain highly motivated and empowered to develop within their roles, and ensure the Sales & Information desk is fully staffed during required operating hours.
• Recruit & train casual Box Office staff to maintain a pool of available staff when required, creating a welcoming, customer friendly culture.
• Maintain high standards of customer service within your team/area, and respond to customer complaints.
• Manage, control and report on all budgets relating to your team/area, delegating budgetary authority where appropriate.
• Work closely with other departments to reach and engage new audiences in line with the business plan and audience development strategy.
• Manage the provision of community, education, artist and participant ticket offers, ensuring progression from first time attenders to regular attendance/ticket buying.
• Manage the provision of incentives for general and group audiences tying into catering/bar promotions, incentivising green transport, and joint promotions with other venues/partners.
• Maintain robust processes to record and report audience feedback and other customer statistics to SMT, board and funders, and provide the Artistic Evaluation team with meaningful data and responses upon which to base show and project evaluation.
• Work alongside the Box Office team, making sales to individual customers and groups over the phone, in person, via the internet and by post.
• Work to Contact’s high standards of financial controls whilst handling cash and credit card including cashing up, refunds and reporting.
• Provide and manage off-site Box-Office support at Contact events and for third parties, where necessary
• Where appropriate, increase sales and donations by recommending Contact shows, events and telling the Contact story.
• Assist in the invoicing, call handling, bookings and completion of payment for group sales.
• Maintain Contact’s professional standards of customer service, taking into account all forms of communication and customer interaction.

GENERAL

• Liaise with visiting companies and partners on setting up data sharing agreements.
• To be proactive in developing relationships with external organisations and winning new customers for Contact’s commercial 3^rd Party ticket agency operation.
• To act as the Data Protection Officer for the organisation, ensuring compliance with the Data Protection Act and GDPR.
• To provide mentoring and support to young people and on occasions deliver training/workshops in areas relevant to your job role.
• To maintain and develop excellent working relationships with all members of the organisation across all departments.
• In line with Contact’s governance model, pro-actively engage young people in decision-making through consultations, young people’s panels and other mechanisms relevant to your job role.
• To advise and report regularly on activity as required by the wider Senior Management Team, Board and sub-board, supplying any data required to meet funder reporting requirements.
• To manage all personal data in line with the General Data Protection Regulations, using the Spektrix database as directed.
• Any other ad hoc tasks as may be required from time to time.

PERSON SPECIFICATION

ESSENTIAL

• Demonstrable cultural industry experience of driving sales including dynamic pricing and booking incentivisation.
• Experience of managing an industry standard box office system, ideally Spektrix, to set up events, track audience journeys, and to drive marketing campaigns.
• Working knowledge of API integration within ticketing systems
• Experience of analysing data that can be interpreted into strategies to reach and maintain new audiences.
• Experience of managing staff and providing effective line management, setting targets, managing performance and providing progression support.
• Knowledge of GDPR compliant data handling
• Enthusiasm for working in a creative organisation
• Enthusiasm for and commitment to Equal Opportunities and Anti Racist practice
• Enthusiasm and commitment for working in an environment focused on young people (aged 11 – 30)
  

DESIRABLE

• Experience of Spektrix box office system
  
• Experience of marketing & promotions in a retail/commercial environment
  
• Knowledge of building based arts/cultural operations
  
• Strong relationships within the regional and national arts industry, particularly sales & marketing