Ticketing & Data Coordinator

Salary £21,000 – £22,500

About us

Family Tickets is looking for a Ticketing & Data Coordinator to join our audience services team.

Our mission is to offer the easiest and most caring service to help UK families plan, book and share amazing days together. It’s grown from 9 years’ experience marketing and selling almost 1 million tickets to one of the UK’s biggest family events, In the Night Garden Live.

2018 is an exciting year for us as we build a new website for Family Tickets and grow our online community.

About the job

As Ticketing & Data Coordinator at Family Tickets you’ll play a key role helping our customers access and buy ticket inventory via our websites NightGardenLive.com, BingLiveShow.com, FamilyTickets.com, and other third party websites.

You’ll set up and maintain events in our ticketing systems, while maintaining positive relationships with our suppliers. You’ll work closely with host venues and other ticketing partners to ensure our customers have a consistent experience buying their tickets.

You’ll also be responsible for processing, segmenting and reporting on our customer data – coordinating our data processes and making sure that we use data accurately and intelligently to improve customer experience.

You’ll work closely with our audience services and marketing teams improving our sales channels and delivering an amazing customer experience.

Salary:            £21,000 – £22,500 depending on experience

Reports to:    Audience Services Manager

Location:       London, SE1

Contract:       Permanent, full-time contract, flexible working by negotiation.

Hours:            37.5 per week, Monday to Friday, 9:30am to 6:00pm with a one-hour unpaid lunch break. Occasionally some evening and weekend work may be required.

Notice:            2 months notice period (after 3 months probation).

Pension:        Family Tickets Ltd operates a workplace pension scheme with the People’s Pension.

About you

Essential Skills & Experience

  • At least 2 years experience in a relevant box office role.
  • Experience setting up and maintaining events in a ticketing system.
  • Experience processing, segmenting and analysing customer and sales data.
  • Exceptional attention to detail with a methodical and measured approach to your work. You are accurate and check your work thoroughly.
  • Excellent written English with the ability to communicate effectively between technical and non-technical teams.
  • Ability to sensitively and positively manage relationships with external partners and suppliers.
  • Ability to plan and coordinate multiple different projects with multiple stakeholders. Manage priorities and deliver to tight deadlines.
  • Ability to work with internal and external team members to implement your work, such as our data suppliers, email providers, in-house designer, web developers, marketing team, call centre staff and other partners as required.
  • Strong interest in the ticketing industry and a willingness to stay on top of relevant technological developments.
  • Advanced knowledge of MS Excel.

Desirable Skills & Experience

  • An awareness of data protection legislation, GDPR, and its implications for processing customer data.
  • Experience using Red61’s ticketing system VIA.
  • Experience using CRM system Zendesk.
  • Experience using a content management system for website maintenance.
  • Experience of and interest in manipulating databases using programming languages such as SQL.

The ideal candidate will also:

  • Put the customer first. You focus on making our customers’ lives easier and help families create amazing memories together.
  • Be caring and kind. You genuinely care about customers and are motivated by understanding and responding to their needs better.
  • Deliver continuous improvement. You act on customer feedback and are always looking for ways to improve our service.
  • Be flexible and willing to help. We’re a small, friendly team launching a new service, so you’ll need to have a ‘can do’ attitude and be ready to take on new challenges as they arise.

Detailed job description

The purpose of your role is to help customers have the best possible experience when choosing and buying their tickets.

You look after the ticketing systems, data and supplier relationships behind every ticket bought.

Key objectives

  • Managing the relationships with our suppliers and partners to ensure we’re always working together effectively.
  • Maintaining our systems and content on our websites with exceptional attention to detail, ensuring events and information are setup correctly.
  • Managing our data so that each person who uses our service gets the right message at the right time.

Data coordination

  • Processing email, SMS and other customer data for marketing communications using Excel, and other applications or platforms as required to support data driven marketing across every stage of the customer journey,
  • Manage the transfer of data with our partners securely and comply with data protection best practice.
  • Uploading data into our email platform Dotmailer; creating and managing address books to maintain data segments.

Supplier relationships

  • Be the first point of contact with our ticketing system providers and ensure positive and efficient working relationships with them.
  • Prioritise our list of system requirements and support requests with each supplier, ensuring timely delivery of essential items.
  • Manage the communications between our key internal contacts and the suppliers’ technical/support teams.
  • Stay on top of system issues and developments, arranging training where necessary for yourself and other members of the team.

Tour venue relationships

  • Maintain friendly working relationships with the box office teams at our host venues.
  • Ensure host venues selling tickets via API are given the technical support and advice they need.
  • Closely monitor the rate of sale at venues where we are selling on an allocation basis, ensuring we always have a good selection of seats on our own websites.
  • Conduct regular audits of venue website information and pricing, to ensure tickets are being sold correctly.

System administration and reporting

  • Manage the system administration for In the Night Garden Live in VIA:
    • Accurately setup and maintain venues, events and performances in advance of the season on sale.
    • Manage the dynamic ticket pricing strategy, including regular price checks and updates in VIA.
    • Setup ticket and email designs to ensure our customers always receive the correct information.
    • Run regular reports and checks to ensure holds and allocations (e.g. for access seats, press holds, comps) are correct.
  • Event setup for Bing Live! with Ingresso:
    • Ensure venues are setup correctly at tickets.bingliveshow.com using the CMS to make updates to the website
    • Liaise with Ingresso to perform e-ticket tests for each venue
  • Complete and circulate regular sales reports for ItNGL, Bing Live! and Family Tickets.

Ticketing via our websites

NightGardenLive.com
BingLiveShow.com
FamilyTickets.com

  • Maintain NightGardenLive.com and BingLiveShow.com, adding and updating venue and ticket information as necessary.
  • Conduct website testing to ensure the customer journey is smooth.
  • Report and monitor website bugs and issues within the ticketing and payment paths to our marketing team and web developer.

Ticketing via third parties 

  • Liaise with third party agencies selling tickets for our shows via API, working closely with the operational teams to ensure events are setup as per contractual agreements.
  • Conduct testing on third party websites (e.g. Amazon Tickets, Ticket Master) to ensure the content, pricing and ticket designs for our shows are correct.

Ticket fulfillment and hardware

  • Liaise with our in-house graphic designer and suppliers in the production of printed tickets and e-tickets for our shows.
  • Setup and maintain ticket printers and any relevant ticket delivery reporting.
  • With our Projects Manager, check and test ticket scanning hardware, including third party scanning apps.
  • Run reports and process tickets for fulfillment via COBO, post and e-ticket as necessary.

How to Apply – deadline extended!

Please send your CV and cover letter to tdc@minorentertainment.com. There is an open application process for this job – if it is still advertised here then we are still recruiting.