Head of Ticketing and Sales

Head of Ticketing & Sales

We are seeking a dynamic and strategic Head of Sales & Ticketing to drive revenue growth and ensure an exceptional customer experience. This is not a traditional call center management role—we need a visionary leader who can scale complex customer service operations while developing long-term strategies that will shape our future.

In this role, you will oversee seamless customer interactions and lead sales and service team members to exceed business goals. Your leadership will be critical to optimising operations, leading on AI-driven solutions, and delivering a 10/10 experience to every customer, every time.

Key Responsibilities

Customer Experience & Operations

• Lead and drive efficiency in customer operations, ensuring exceptional service across multiple channels.
• Develop and implement AI and automation solutions to enhance customer support, optimise ticket-routing, and integrate customer service tools (chatbots, self-service options, CRM systems).
• Monitor key operational metrics to drive continuous improvement.
• Align customer feedback with business decisions by collaborating with executive leadership, product management, and marketing teams.

Sales & Revenue Growth

• Develop and execute strategic sales initiatives to drive revenue and maximise customer conversions.
• Implement data-driven pricing, lead on capacity management, discounting, and upselling strategies to optimize profitability.
• Build partnerships and explore new market opportunities to expand business growth.
• Maximise preorders and reduce no-shows via reservations.

Leadership & Team Development

• Train and lead a high-performing sales and customer service team, fostering a culture of excellence and adaptability.
• Implement best practices for customer interactions across phone, email, and social media platforms.
• Develop training programs, Standard Operating Procedures (SOPs), and career growth plans for team members.
• Promote a collaborative environment between sales, marketing, and customer support teams to optimize the overall customer journey.

Financial & Performance Management

• Manage and optimise budgets for customer operations and sales, balancing cost efficiency with service quality.
• Analyse performance metrics, generate reports, and refine strategies to meet and exceed business objectives.
• Ensure compliance with regulatory requirements and industry best practices across all customer and sales operations.

Required Skills & Experience

• Exceptional leadership and communication skills, with the ability to influence and collaborate across levels and departments.
• Strong analytical, CRM, and spreadsheet skills.
• Experience with online ticketing platforms (LineUp preferred).
• Experience with AI, automation, CRM systems, and analytics-driven customer engagement.
• Strong track record in sales leadership, revenue growth, and working to KPIs and conversion targets.
• Strong financial acumen with experience managing budgets and operational costs.
• Excellent written communication and customer engagement.
• Passion for arts, hospitality, and immersive customer experiences.

• Salary: £45,000 - £55,000 (DOE) + commission
• Hours: 45 per week
• Holidays: 30 days (incl. public holidays)
• Benefits:
• Free tickets to TLE shows (subject to availability)
• Staff discount on drinks
• Birthday leave
• Social events & team-building
• Remote work (2 days per week)