Database, IT & Ticketing Manager. Job description and person specification

Transcription

1 Database, IT & Ticketing Manager Job description and person specification

2 Summary Opera Holland Park (OHP), founded in 1996, has recently embarked on a new future, becoming a charitable company independent of its previous owners the Royal Borough of Kensington and Chelsea. A new board, chaired by Charles Mackay, took over the formal management of the company on October 1st The company performs an 8 to 10-week season which takes place during June, July and August in a spectacular temporary theatre in the heart of Holland Park. The company is currently sponsored by Investec Wealth & Investment and has a turnover of around 4 million. There is a Friends membership of approximately The company is working to the following vision statement Vision statement To introduce to as many people, of all ages, backgrounds and economic circumstances, the enriching effects of live musical and theatrical performance and thereby encouraging cultural exploration and fulfilment, acting as a gateway to the art form, classical music and culture of all kinds. Delivered via the Mission statement OHP will provide opportunities for the population of London and the UK to experience creative, challenging and inventive opera at affordable prices, in a welcoming and informal environment. We will supplement this with a full spectrum of accessible pricing, education and outreach schemes that break down the conceptions of and barriers to, opera and the classical arts. In order to deliver the above, Opera Holland Park will Provide quality opera that is affordable & accessible with a wide range of pricing that reflects the company s priorities Enhance & grow musical appreciation via our educational & outreach programme Inspire Develop a community of support as Friends, private donors, institutional donors and commercial sponsors

3 Opera Holland Park Database, IT & Ticketing Manager Job Title: Database, IT & Ticketing Manager Reports to: Head of Communications & Development Main objectives This role will be responsible for the security and maintenance of the Opera Holland Park s ICT and digital systems as well as exploring and developing new digital opportunities for ticket sales. Working with the Head of Communications & Development and Marketing & PR Manager, this role will also ensure that ticket sales are delivered in a smooth and efficient way, that customer service is delivered to the highest possible standards and support the wider organisation, particularly Marketing and Development, in the effective use of audience data and the development of new CRM strategies. The Database, IT & Ticketing Manager will also lead OHP s customer facing Box Office team. Main responsibilities Database & IT Lead the configuration, maintenance, development and set up of all ticketing systems for OHP productions, seasons and other ticketed events within Tessitura Manage the external virtual waiting room for Priority Booking periods Train all staff on Tessitura, establishing and maintaining standard operating procedures Establish and maintain best practice around the use of data within Tessitura, ensuring and maintaining accurate box office data entry into Tessitura and training staff across the organisation on data entry and extraction Establish and enforce Data Protection policies and PCI compliance regulations Deliver reporting and administration within Tessitura, including sales reporting and analysis, day-to-day accounting and reconciliation batch management and end of day reporting Act as principal point of contact for the OHP with Tessitura for all system maintenance and upgrades Act as principal point of contact for the OHP with web providers for Tessitura integration and work alongside Marketing & Development Teams in the development of other features Ensure the smooth and efficient operation of all ticket sales Oversee the smooth and efficient operation of all OHP s ICT, including phone systems Support third party applications that interface with Tessitura including T-stats and Wordfly overseeing maintenance, upgrades and training Promote innovation in the OHP s use of Tessitura and other digital systems

4 Develop knowledge, insight and ideas around digital opportunities across the organisation Box Office Lead the Box Office team, recruiting and managing Box Office Assistants and other casual staff, providing leadership and strategic problem solving for daily ticketing operations Oversee the efficient management of all ticket holds and allocations across the organisation, particularly Development and Production holds, to ensure maximum attendance at every performance Work with Finance department by developing reports to ensure accuracy of monies received via Merchant IDs. Lead on customer service issues reporting and liaison Implement, enforce and maintain the highest levels of customer service across the organisation Organisational support, insight and reporting Provide data-driven business intelligence support to Marketing, Development and Finance departments and interpreting analytics Work alongside the Marketing & PR Manager to devise and implement new integrated CRM and ticketing strategies Facilitate generation of lists, advanced data extractions, custom reports and ad hoc queries Develop and document processes and procedures to educate and train staff and inform ICT support Key relationships Head of Finance & Resources Marketing & PR Manager Individual Giving Manager

5 Person Specification Essential Significant senior experience of working with an SQL database in a theatre, arts organisation or comparable establishment Good knowledge and working experience of Tessitura software Desirable Experience of leading a Box Office team An in-depth understanding of cultural audiences, both in-person and digital An in-depth understanding of Data Protection and PCI regulations Experience of managing ICT infrastructure, including phone systems and websites Knowledge of and enthusiasm for contemporary trends in digital technology and social media Highly developed interpersonal skills with the ability to lead, inspire and motivate a team A clear and confident communicator, with excellent reporting abilities Excellent attention to detail The ability to collaborate with many different stakeholders, including producers and creative personnel Ability to prioritise, multi task and adapt to new situations Can-do attitude, personal drive, resourcefulness and initiative Hours 40 hours per week. Due to the nature of the role regular evening and weekend work will be required Location Central London (Kensington) Salary & Benefits 35,000 per annum Holiday: 22 days, plus 8 days for statuary holidays. Interest free loan for Travel-card within zones 1 & 2 in London

6 Workplace pension scheme Application To apply for the role: your CV with a covering letter supporting your application for the role to: info@operahollandpark.com Closing date 17:00 PM Wednesday 12 th June 2017