Ticketing and CRM Manager

As CRM & Ticketing Manager for Leeds Ticket Hub (LTHUB), you'll oversee the operation and management of LTHUB and support the Audience Development Manager in the strategic direction and management of LCC's procured cultural database and ticketing system Tessitura., You'll manage the daily input, output and overall health of Leeds Ticket Hub's customer relationship management (CRM) database on the Tessitura platform and deliver the daily ticketing requirements of internal LCC teams and external organisations. You'll support the Audience Development Manager in optimising the ever-improving use of Tessitura to increase customer data and knowledge and maximise income through LTHUB for LCC. LTHUB works closely with the Marketing & Communications Teams across LCC, and actively supports the marketing activity of Leeds Arts, Event & Venues and Leeds Museums and Galleries., To manage the daily input, output and overall health of Leeds Ticket Hub's customer relationship management (CRM) database on the Tessitura platform. To deliver the ticketing requirements of internal LCC teams and external organisations. To support the Audience Development Manager in optimising the ever-improving use of Tessitura to increase customer data and knowledge and maximise income through LTHUB for LCC. LTHUB works closely with the Marketing & Communications Teams across LCC, and actively supports the marketing activity of Leeds Arts, Event & Venues and Leeds Museums and Galleries.,

• Responsible for overseeing the operation and management of LTHUB and supporting the Audience Development Manager in the strategic direction of LTHUB
• Ensuring the delivery of LTHUB's event, membership, and donations functions
• Oversee the administration of Tessitura's database and ticketing functions supported by the Systems Officer - including but not limited to, Wordfly mailing list platform, Queue-it integrated queue management system and Genesys omnichannel telephone system
• Lead on the system administration of Tessitura with the support of the Systems Officer
• Ensure excellent customer service is delivered throughout all online and in person interactions with LTHUB
• Ensure accessibility to service is managed and maintained across all mediums adhering to relevant accessibility law.
• Lead on recruitment for LTHUB team
• Oversee all HR aspects for LTHUB team including appraisals, disciplinaries, holiday entitlement
• Ensure adequate staffing levels are in place to deliver service within budget and oversee the LTHUB rota
• Be responsible for the ongoing professional development of all LTHUB team members
• Be responsible for ensuring all LTHUB activity is managed and maintained (either personally or delegated responsibility), including but not limited to:
• Operations across ticket sites
• Financial reconciliation and reporting
• Data Transfers
• Settlement of event funds
• Customer service enquires and complaints procedures via any medium
• Working with the Audience Development Manager to be responsible for LTHUB's Data Protection commitments and ensure all LCC Tessitura Users work within the agreed framework.
• Working with the Audience Development Manager to deliver data analysis which provides insight into booking habits and trends at event, venue or city-wide level. Being aware of national trends and identifying income generating opportunities with the Audience Development Manager.
• Be the named contact for all data requests within LCC and responsible for data sharing agreements with the Audience Development Manager.
• Be responsible for maintaining active and engaged digital tracking tools including G4A, Google Tag and Urchin Tag etc by working with the individual website managers
• Develop and maintain a framework for reporting on, but not limited to:
• LCC produced or owned activity
• Tourist and residential cultural economies and activity
• Key user group activity e.g., young people / older people
• Venue, event or festival segmentation
• Have an operational knowledge of the integrated emailing system WordFly and knowledge of its reporting functions
• Working with the Audience Development Manager be responsible for the LTHUB budget, setting LTHUB financial targets and monitoring achievements against budgets.
• Be responsible for income forecasting and reporting into the wider LCC budget position and /or forecasts.
• Be responsible for Tessitura's integration with LCC's nominated income management system
• Be responsible for any additional reporting that may fall outside Tessitura delivered functionality such as, but not limited to, direct debit reconciliation.
• Working with the Audience Development Manager to maintain and develop positive relationships with LCC's IDS Service, appointed web developer and internal and external clients to deliver the continual development of Tessitura's CRM and ticketing capabilities for LCC.
• Be the lead for all technical integrations with LCC or 3^rd Party software, supported by LTHUB's Systems Officer.
• Support the Audience Development Manager by contributing to the development of LTHUB's reputation as an agent for Leeds and the wider Yorkshire region.
• Represent LCC's LTHUB at meetings, conferences and training sessions., Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee's responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
  
  As CRM & Ticketing Manager you will bring to the role:
• Experience of database and ticketing systems and associated platforms
• Excellent communications and management skills
• Able to lead and develop a close-knit and multi-level team
• A collaborative approach to working with internal and external partners, Qualifications The post holder is expected to have achieved a bachelor's degree or experience at the level of a degree holder.
Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.
• Excellent communications skills
• Excellent management skills
• The ability to analyse data and booking trends
• Excellent computer skills, including all Microsoft Office products
• Knowledge of ticketing systems and CRM software
• Knowledge of online payment process handling reconciliation
• Knowledge of the ticketing industry and current trends
• Knowledge of the pertinent areas of GDPR
• Experience managing a multi-level team
• Experience of managing ticketing operations
• Experience working with multiple partners & agencies
• Experience in supporting large volumes of financial reconciliation (£300k+ per month).
• Experience of overseeing complex staff scheduling (i.e., multi-site, variable time)
• "Can do" attitude
• Active interest in the cultural and event industry
• Ability to prioritise one's own workload and that of a wider team
• Understanding that working hours will include evenings and weekends.
• Tact and diplomacy
• Willing to take personal responsibility for and abide by LCC's Health and Safety Policy and understand responsibilities for health and safety
• Conscientious and committed approach towards completing tasks accurately and on time
• Commitment to one's own personal development and learning
• Commitment to LCC's goals and values
• Commitment to work with the team to continually improve and develop the service, Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.
• Knowledge of SQL database and HTML, or willingness to undergo training or qualification if required
• Understanding of advanced telephone systems
• Knowledge of WCAG 2.1 web accessibility guidance
• Experience of managing within a relevant arts, culture or visitor attraction organisation
• Experience working with CMS systems
• Experience working with emailing systems
• Experience working in a local government setting
• Experience managing large scale membership schemes
• Display of pride in one's own work
• A person who strives for continual improvement
• Demonstrates an understanding and awareness of working in a political environment
  
  Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
  
  a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further