WA Venues & Events Pty Ltd
POSITION DESCRIPTION
Position:
Status:
Location:
Effective Date:
Ticketing Client Account Manager
Full time
Perth Concert Hall
TBA
VALUES
 Respect and teamwork
 Innovation and excellence
 Leadership
 Passion and inspiration
PURPOSE OF POSITION
The Ticketing Client Account Manager is responsible for managing and maintaining the ticketing
systems for WA Venues & Events Pty Ltd (WAVE), through the implementation of ticketing plans that
deliver client needs and sales objectives. The role works alongside another Ticketing Client Account
Manager to fulfil the needs of hirers relating to ticketing builds, system maintenance and leadership in
ensuring that the ticketing team is abreast of processes in use on the in-house Tessitura system.
RELATIONSHIPS
Reports to
Customer Relationship & Operations Manager (CROM)
Direct reports
None
Key internal
relationships
PCH General Manager
PCH Deputy General Manager
PCH Marketing Manager
PCH Events Manager
Ticketing Client Account Manager 2
Box Office Supervisor(s)
Box Office Sales Staff
Sales & Service Supervisor
Accounts Assistant
WASO Systems Administrator
WASO Chief Financial Officer
Key external
relationships
Promoters
Hirers
Ticketing agencies
Tessitura Network
RESPONSIBILITIES
Leadership
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Customer Service
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Tessitura Database
management &
reporting
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Sales Strategies and
Reporting
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Client Services
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Ticketing Services
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Relationships and
Networking
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Motivate and lead the team to provide consistent and smooth execution
of Ticketing Services at all times.
Prepare and deliver in-house training to Tessitura users in processing,
updating and ticket printing, allocation of seating, subscriptions and
customer service requirements
Manage internal feedback systems for all PCH patrons.
In conjunction with the Box Office Supervisor(s) provide regular training
and feedback to all sales team members to ensure a high performing
team at all times
Manage the ticketing requirements for all types of tickets including
complimentary, discount offers, and other system requirements as
needed
Build seating plans and manage ticketing requirements required for
external hirers
Build seating plans taking into account stage type, sound desk and
choir stalls requirements.
Manage the building of concerts/performances and assist with
subscription packages in consultation with clients, Marketing teams &
CROM
Develop and extract reports from Tessitura to ensure accurate,
meaningful and timely ticketing and customer data is always available
Preparation of regular performance reports for transactional sales
channels as required, including philanthropy
Recommend advantageous sales strategies in conjunction with the
marketing and philanthropy team; execute strategies as agreed.
Assist other Ticketing Client Account Manager(s) in ensuring the
delivery of high-quality customer-focused service for clients
Identify client needs and implement solutions for ticketing
Find opportunities to improve outcomes for clients
Ensure efficiency and effectiveness of data integrity & cleanliness at all
times.
In collaboration with the CROM, develop and deliver ticketing service
strategies and plans that align with marketing strategies
Keep abreast of best practice methods for ticketing and participate in
research, development and implementation of new initiatives.
Ensure compliance with company privacy policies and legislation at all
times
As part of the Account Management team, coordinate new event
notifications with external ticketing agents
Manage online single ticket sales.
Manage production of ticket stock.
Monitor and implement changes to industry standards, such as Live
Performance Australia Ticketing Code of Practice.
Manage the reporting and reconciliation of ticket sales with external
ticketing agents.
Liaise with external ticketing agencies regarding consigning and
management of ticket sales
Develop effective relationships with all company and venue team
members through appropriate communication and a positive attitude
Maintain credible and strong relationships with clients and promoters
Develop and extend networks across the ticketing industry (performing
arts companies, cultural centres and commercial ticketing agencies) to
improve competitiveness in terms of quality and efficiency as well as
build an awareness of industry trends.
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Provide advice to the TOM and promoters on appropriate sales
strategies that will lead to maximum revenue; this includes allocation
for external agencies.
Financial
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Health & Safety
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Identify and advise CROM of any discrepancies or variances in
financial reporting
Comply with the Occupational Health and Safety Act, related
Regulations and defined OH&S policies, procedures, safety rules and
Safe Working Procedures.
Monitor health and safety performance and rehabilitation performance
within your area of responsibility and initiate actions to improve health
and safety, including facilitating rehabilitation of injured workers
Ensure consultation with employee health and safety representatives,
particularly on any workplace changes that have health and safety
implications
Actively monitor the workplace to determine presence of hazards and
take appropriate action to rectify any hazards found
Assist in evaluating risk assessment and management associated with
all WAVE events.
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CORE COMPETENCIES
Skills:
 Leadership skills for guiding, coaching and developing team members
 Intermediate financial and analytical skills
 Advanced specialised knowledge of computerised ticketing customer relationship management
systems (Tessitura preferred).
 Ability to work with marketing and clients to optimise ticketing campaigns.
 Preparation and delivery of written reports, statistical analysis and presentations.
 Financial and analytical skills for assisting in the development of ticketing and scheduling plans
Knowledge:
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Experience in the processes and practices of a multi-channel Ticketing Service function in a
highly customer focused organisation.
A thorough and advanced working knowledge of computerised box office information and ticketing
systems
Attributes:
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Represent the organisation in an honest, ethical and professional way and encourage others to do so
Stay calm and act constructively in highly pressured and unpredictable environments
Welcome new challenges and persist in raising and working through novel and difficult issues
Strong organisational skills for meeting tight deadlines on a day to day basis.
Strong communication skills
Demonstrate a high level of accountability and attention to detail