Role Purpose
Lead the delivery of all ticketing operations and match day activity, ensuring accurate system setup, strong sales performance, and an excellent customer experience. Act as the club's subject-matter expert for the ticketing system (VMS), while managing staff, resolving live issues, and supporting membership and season ticket growth.
This is a hands-on, high-pressure role requiring strong operational leadership, systems expertise, and customer focus.
Key Responsibilities
Ticketing Operations
- Manage end-to-end setup of fixtures in VMS, including pricing, seating, and event configuration
- Oversee ticket sales across online, phone, and in-person channels
- Monitor sales trends and support planning decisions
- Ensure compliance with league/EFL requirements
- Liaise with opposition clubs on allocations and sales processes
- Act as an escalation point for complex ticketing issues
Customer Experience
- Handle customer enquiries and escalated complaints (errors, refunds, system issues)
- Support and guide frontline staff on ticketing and membership queries
- Maintain high service standards across all touchpoints
Ticketing System (VMS)
- Manage the ticketing system, including events, pricing, and memberships
- Troubleshoot issues (sales errors, printing, online journey)
- Work with system providers to resolve faults and improve functionality
- Train staff on system use and best practices
Match Day Operations
- Lead ticketing operations on match days, including staffing, systems, and setup
- Act as central contact for live issues (turnstiles, discrepancies, sales)
- Coordinate with key stakeholders to ensure smooth delivery
- Deliver sales updates and complete post-match reporting and reconciliation
Memberships & Season Tickets
- Manage and develop membership and season ticket products
- Lead renewal and sales campaigns
- Identify opportunities to improve retention, value, and revenue
Team Leadership
- Manage match day and reception staff (including rota planning)
- Train, onboard, and support team members
- Monitor performance and address issues where needed
Stakeholder Management
- Work closely with internal teams (Senior Leadership, Finance, Safety, Commercial)
- Provide accurate reporting to support planning and financial control
Key Challenges
- Managing live, high-pressure match day environments
- Resolving system and operational issues in real time
- Maintaining accuracy and compliance across ticketing activity
- Handling customer dissatisfaction effectively