Assistant Manager, Ticket Operations

3 months ago

Toronto, Canada Starvox Entertainment Full time

**Starvox Entertainment/Lighthouse Immersive**

The Assistant Manager of Ticket Operations will support the Senior Manager in managing ticketing operations and sales strategies across all productions and events at Starvox Entertainment and Lighthouse Immersive Studios. This role focuses on ensuring seamless day-to-day ticketing processes while contributing to sales strategies aimed at maximizing attendance, revenue, and customer satisfaction. The Assistant Manager will collaborate closely with cross-functional teams and provide leadership to the ticketing staff.

**Responsibilities**:

- ** Ticketing Operations Support**:

- Assist in the implementation of ticketing strategies for live theatre, immersive exhibitions, and other entertainment forms.
- Ensure the ticketing systems (e.g., Ticketmaster, Universe) are fully operational and troubleshoot any issues as they arise.
- Monitor ticket sales performance, compile reports, and share insights with the Senior Manager for strategic adjustments.
- Collaborate with marketing and promotional teams to help execute campaigns aimed at increasing ticket sales.
- Regularly audit and maintain the online purchase flow to ensure accurate setup. Accurately build ticketing for shows and events (enable prices and special offers; adjust capacities; monitor and maintain tickets and add on inventory)
- **Leadership and Team Management**:

- Provide day-to-day leadership and guidance to the ticketing team, ensuring a collaborative and positive work environment.
- Support recruitment, training, and development of staff, ensuring clear communication of goals and expectations.
- Act as a liaison between ticketing staff and senior management to address concerns and streamline communication. Attend all relevant meetings, functions and discussions.
- **Sales Strategy Assistance**:

- Collaborate with the Senior Manager and Manager of Reporting to develop and execute sales strategies, including pricing, packaging, and distribution. Assist in identifying new revenue opportunities, such as partnerships, add-ons, and group sales.
- **Customer Experience and Service**:

- Liaise with the Customer Service Manager and the Ticketing & Administrative Associate to ensure the department is providing the highest level of customer service throughout the ticketing process
- Help to resolve escalated Customer Service issues when necessary (Investigate credit card disputes, Assist the Senior Manager in implementing and maintaining best practices for customer engagement and satisfaction.
- **Financial and Administrative Support**:

- Support the Senior Manager in analyzing ticket sales data and financial metrics to make informed decisions regarding pricing and sales strategies.
- Provide administrative support for financial and performance reporting.

**Requirements**:

- Bachelor’s Degree in Business, Marketing, or a related field (or equivalent experience).
- Minimum of 4 years experience in ticketing operations, preferably in the entertainment or live events industry.
- A committed, professional and proactive approach to Customer Service Excellence and Visitor Satisfaction
- Reliable, responsible and punctual
- Superb organizational skills, including adaptable time management and prioritization of tasks to meet multiple deadlines.
- Analytical mindset, with the ability to interpret data and assist in strategic planning.
- Proficiency with ticketing systems such as Universe, Ticketmaster, PeekPro, etc.
- Strong knowledge of Box Office, Customer Service or similar operations
- Excellent administrative and computer skills (MS Office, Google Suites, Asana)
- Ability to work as part of a team and independently with mínimal supervision
- Available to work evenings and weekends for events/shows as required
- A positive, winning approach, incorporating integrity, confidentiality and discretion
- Love of arts and culture is a plus

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