Box Office Manager
Job Description
Department:
Marketing & Sales
Responsible to:
Director of Marketing & Sales
Department Head: Director of Marketing & Sales
Purpose of the Post
To provide all Box Office management services and to coordinate, develop and maximise the
effective use and potential of the ticketing system (Tessitura) for the Theatre Royal.
Main Tasks

Managing and monitoring all Box Office staff to ensure the Box Office operates efficiently
and effectively; ensuring staff are fully trained in Tessitura Box Office systems and
procedures.

To coordinate, develop and maximise the effective use and potential of Tessitura for the
Theatre Royal in order to maximise sales and related income streams, and customer
service, working with all departments to ensure the smooth running and the development of
business processes in Tessitura, including System Development and System Management
as detailed below.

Playing an active part in the development and implementation of customer service
standards; ensuring that the highest levels of customer service are given at all times

To manage Tessitura, chairing all Local Heroes (the Tessitura staff working group)
meetings and training all necessary staff in their relevant use of Tessitura

Managing the administration of the Box Office department.

Under the supervision of the Director of Marketing and Sales, managing and monitoring
agreed budgets for all Box Office staff and related expenditure.

Participating in the ongoing development of Theatre Royal’s marketing and sales
strategies, attending marketing meetings and coordinating weekly sales briefings.

Managing the preparation of sales reports and audience analysis as required; providing
visiting companies and external agencies/organisations with relevant sales information as
agreed.

Promoting the Box Office services and identifying opportunities to act as a ticket agent for
external agencies/organisations; responsibility for agency relationships with external
agencies/organisations.

Developing protocols for the collection and maintenance of high-quality customer data and
ensuring that these are implemented; ensuring compliance with the terms of Data
Protection legislation.

To contribute to the ongoing development of Theatre Royal Newcastle’s marketing and
sales objectives, including its pricing policy, and to coordinate the views of the customer
and the sales team.

As a staff member of the Theatre Royal, through his/her duty of care ensuring that the
working environment and practices conform to Health and Safety legislation, the Theatre
Royal’s Health and Safety Policy and appropriate Child Protection legislation.

Undertaking such other relevant duties as may be requested from time to time by the
Director of Marketing & Sales.

System development
o To attend seasonal network meetings with other UK administrators and to utilise the
Tessitura network to gain knowledge to help the Theatre Royal to use Tessitura to
it’s full potential.
o Working with the Marketing & Sales Director, to research, create and deliver a
rolling 3 year development plan for Tessitura.
o To research the potential for and implement the set up of sub-licenses on Tessitura
and to be the system manger for any sub-licensees.
o To keep abreast of any related technological developments.

System management
o To manage performance creation including new plans with price zones, best
seating and contiguity on Tessitura; to be the facility manager for all the price maps
and price types; to be responsible for all hold codes.
o To manage security setup for Tessitura.
o To be responsible for raising and following through tickets on the TASK website
with the Director of Marketing & Sales; to liaise with the UK Support team.
o To manage the system table updates including seasons, batch periods, prices
types and MOS.
o To oversee the writing and customising of reports and stored procedures using
InfoMaker.
o To manage system upgrades.
o To ensure compliance with the terms of the Data Protection Act and Payment Card
Industry standards.
Hours of Work
39 hours per week, which will include some evening and weekend work.
Pay
The position is salaried £27,800 per year. Salary increases will be in line with the locally
negotiated TMA / BECTU pay award.
The Theatre Royal is committed to being an Equal Opportunities employer
Person specification
Post: Box Office Manager
Factor
1. Skills &
knowledge
Dept: Marketing and Sales
Essential
Desirable
Excellent computer skills and
knowledge of Box Office
computerised systems such as
Tessitura (or similar)
Ability to maximise the full potential of the
computerised ticketing system using reports
etc
Able to understand IT & compliance
initiatives and work closely with both
the Director of Operations and IT &
Tessitura Officer to ensure legislation
is adhered to
To contribute to the development of the sales
systems by using the own experience and
initiative in suggesting improvements on an
operational level
Knowledge of working to targets and
is sales driven, understanding how to
get the best out of the sales team
Consistently strives to improve personal and
team performance
Ability to facilitate the management of
dynamic pricing
Awareness of revenue management and some
knowledge of budgeting
Ability to work alone and lead a
diverse team. Leading by example is
essential to the role, ensuring staff
are able to seek support and advice
on a diverse range of issues
Awareness of Theatre customers and
trends/passion for theatre
The willingness to consistently
improve staff abilities and knowledge
through effective training plans,
delivering training and contributing to
the overall success of the business
objectives on an operational level
Practical experience and understanding of
management procedures and HR practices
Ability to deliver consistently
exceptional customer service
Come up with new ideas in a creative way to
improve services to customers
Exceptional organisational skills and
ability to multitask many complex
projects to deadlines
Highly self motivated and a positive attitude to
lead others
2.Qualification
s & Training
Management training and evidence of
aiming to continuously improve own
professional development
Educated to A level standard of equivalent
3. Experience
Experience of managing a Tessitura
Box Office system (or similar) and
show set up
Practical experience and expertise in
InfoMaker and SQL, experience with Web
sales and the set up of this and the Web API
relating to Tessitura
Experience in a target or sales role
and encouraging others to fulfil their
own potential
Strategic pricing knowledge or experience in
theory or practice
Proven leadership skills in previous
role and leading by example
Proven ability to ‘trouble shoot’ and deal with
issues swiftly, in line with procedure and with
minimal disruption to service
Managed work to tight deadlines and
experience of dealing with
management issues
Ideally, the post holder will be an asset to the
line management team, by using previous
experience of contributing to management
strategies