Role Purpose
Lead the delivery of all ticketing operations and matchday 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. Maintain the club shop’s presentation and oversee stock handling, working closely with Capelli on stock requirements, orders, deliveries and replenishment. This is a hands-on, high-pressure role requiring strong operational leadership, systems expertise and customer focus.
Key Responsibilities
1. 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.
2. Club Shop Presentation & Stock Management
- Ensure the club shop remains clean, tidy, well organised and professionally presented.
- Maintain attractive product displays, clear pricing and readily available stock.
- Coordinate with Capelli on stock requirements, orders, deliveries and replenishment.
- Oversee receipt, checking, recording, storage and handling of stock.
- Conduct regular stock checks and investigate discrepancies, ensuring physical stock matches recorded stock levels.
- Monitor availability and liaise with Capelli regarding shortages, damaged items, returns and delivery issues.
3. Customer Experience
- Handle customer enquiries and escalated complaints, including errors, refunds and system issues.
- Support and guide frontline staff on ticketing, membership and club shop queries.
- Maintain high service standards across all touchpoints.
4. Ticketing System (VMS)
- Manage the ticketing system, including events, pricing and memberships.
- Troubleshoot sales errors, printing issues and problems with the online customer journey.
- Work with system providers to resolve faults and improve functionality.
- Train staff on system use and best practices.
5. Matchday Operations
- Lead ticketing operations on matchdays, including staffing, systems and setup.
- Act as the central contact for live issues, including turnstiles, discrepancies and sales.
- Coordinate with key stakeholders to ensure smooth delivery.
- Ensure the club shop is presented and stocked appropriately for matchday trading.
- Deliver sales updates and complete post-match reporting and reconciliation.
6. Memberships & Season Tickets
- Manage and develop membership and season ticket products.
- Lead renewal and sales campaigns.
- Identify opportunities to improve retention, value and revenue.
7. Team Leadership
- Manage matchday and reception staff, including rota planning.
- Train, onboard and support team members.
- Ensure staff follow agreed shop presentation and stock-handling procedures.
- Monitor performance and address issues where needed.
8. Stakeholder Management
- Work closely with Senior Leadership, Finance, Safety and Commercial teams.
- Liaise with Capelli to support effective club shop stock management.
- Provide accurate reporting to support planning and financial control.
Key Challenges
- Managing live, high-pressure matchday environments.
- Resolving system and operational issues in real time.
- Maintaining accuracy and compliance across ticketing activity.
- Maintaining shop presentation and accurate stock records.
- Handling customer dissatisfaction effectively.
Person Specification Essential
- Experience in ticketing, events, venue operations and system administration.
- Strong experience with ticketing/booking systems, such as VMS.
- Customer service experience handling complex issues.
- Ability to work in fast-paced environments.
Working Hours: 45 hours per week, working according to rota