Retail & Ticketing Manager in United Kingdom - EFL (English Football League)

About The Role

Retail & Ticketing Manager

Salary: £28,000

Contract Type: Permanent, 40 hours including matchdays

Team: Commercial

Reports To: Head of Commercial

Location: Peninsula Stadium

The Purpose:

Our Retail & Ticketing Manager delivers front-facing Club sales through exceptional customer service and day to day managerial duties in our Club Shop and Ticket Office. This role will drive sales revenue for the Club, creating the ultimate fan experience and maintain a fantastic retail offer for the Club.

The Role:

Oversee and manage the sales of the Clubs Ticketing operation inclusive of Match Day tickets, season tickets, memberships and other events.
Assist our external retail partner in the running of the SCFC Club Shop and Online Store, ensuring the shop is stocked and filled with product available for our supporters to purchase.
Work closely with the Clubs Retail and Ticketing system providers to ensure the system is set up correctly for all events and products.
Carry out regular stock takes and prevent stock losses. Control stock levels and inform the Commercial Manager of low stock, non-moving stock and high demand stock.
Ensure transactions at till points take place seamlessly and troubleshoot any issues.
Work alongside the Head of Commercial to develop a marketing plan around Ticketing and Retail, inclusive of on-sale dates, promotions and advertising.
Identify new opportunities to expand Ticketing and Retail operations to take sales and delivery forward.
Manage the workflow of staff during the week and a team on match days selling tickets and providing service at the turnstiles.
Ensure efficient ticketing processes and response to enquiries, providing best value options to customers while maximising sales opportunities to all web based, email and phone enquiries in a timely manner.
Provide a high level of customer service and attention to detail, ensuring processes and procedures are in place.
Provide regular reporting and updates to the Head of Commercial.

Ensure the ticket system is up to date and manage all ticketing data, providing accurate and prompt reports as requested.
Support Finance with ticketing procedures and systems, sales reporting, and financial reconciliation.
Ensure transactions at till points / turnstile entry points take place seamlessly and troubleshoot any issues.
Liaise with opposition Clubs on ticket requirements and enquiries.
Complete accurate match returns.
Ensure you contribute to providing a safe matchday experience, demonstrating safe working practices and follow safeguarding procedures, reporting concerns when necessary to the Matchday DSO.
Attend meetings as and when required.
Additional duties when required.

About The Candidate

The Person:

Experience of a customer facing managerial role, providing and implementing excellent customer service.
Able to follow procedures to enhance fan experience for all, including understanding League requirements.
Personable with excellent communication skills and ability to work cohesively within a team.
Able to understand ticking arrangements and retail, including League requirements.
Attention to detail, extremely organised and methodical approach to work.

You will be an integral part of the team where your work will positively enhance retail operations and supporters on matchdays. You will be confident at raising standards and overseeing the delivery of exceptional customer experiences, by providing excellent service and positive customer interactions. This role will support the Club with its aims to build up the Club’s brand loyalty and increase ticket sales.

You will be a friendly, outgoing and practical person who is confident in a front facing customer service role. As the team are the first people who greet our fans at our retail points, you will have a positive can-do attitude and go the extra mile to ensure our fans have an amazing time, using your initiative to solve problems no matter what issues arise.

You will be able to work with others across departments to ensure that ticketing processes are efficient, seamless and accurate. You must be comfortable using ticketing systems and able to pull together reports.

You are required to work all home matchdays. The role requires a high degree of flexibility as match schedules may change and as such you should be prepared to work on an ad hoc basis. Flexibility and reliability is key. You will be required to work at set times as outlined by the Club during the week.

About The Club

The Club is fully committed to safeguarding all children, young people and adults at risk who engage in our activities. We recognise that we have a responsibility to safeguarding the welfare of vulnerable groups and we have policies and procedures in place which all of our staff are trained in and are expected to adhere to as part of their employment. An offer of employment will be subject to receipt of satisfactory DBS check (depending on the role), satisfactory references and proof of eligibility to work in the UK.

Salford City FC is an equal opportunities employer and we welcome applications from anyone suitably qualified. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment. We encourage applications from all candidates regardless of age, race, gender, gender identity, gender expression, religion, sexual orientation, disability, or nationality.

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Retail & Ticketing Manager

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