Deputy Ticketing Manager
MAIN PURPOSE OF JOB
Ensure that all objectives and key responsibilities are met daily whilst championing West Ham United Football Club’s brand values. Always maintain excellent levels of service to our internal and external customers. Comply with Health and Safety requirements.
Be accountable for keeping up to date with changes in Company Procedures and Processes.
To embrace diversity throughout the club and ensure that your behaviour always demonstrates that commitment by encouraging diversity and facilitating equality of opportunity in accordance with the Club’s Equality and Diversity Policy in force from time to time. Demonstrate positive behavior in line with WHU policies and procedures.
To be aware of our Company Policies and Procedures which are in force from time to time; to ensure that your actions and behaviour are always consistent with and champion the requirements of those policies and procedures. Read and be familiar with the contents of the Employee Handbook and always adhere to it.
Ticketing systems responsibilities
Work closely with the Senior Ticketing Manager to ensure the following:
Back Office Management
Complete daily banking and comply with daily reporting procedures.
Oversee and audit sales to prevent touting. Provide regular reports to the Senior Ticketing Manager (STM)and Director of Ticketing (DoT) (pre-match and post-match), identify trends and communicate accordingly. Work to reduce charge backs and identify patterns with team members and through e-ticketing.
Ensure all match day income is counted and rectified by agent and report back on all anomalies.
Ensure that the safe and monies are audited with finance on a bi-weekly basis.
Analyse Club Cash transactions and provide weekly report highlighting trends. Audit transactions and highlight any concerns.
Work with the DoT to oversee season ticket finance set up, account management and handle any general enquiries.
Complaint resolution – specifically handle complaints and ensure that they are handled and resolved wherever possible, highlighting trends and patterns to DoT to improve customer satisfaction levels.
Undertake ad-hoc duties from time to time and when requested from the STM or DoT.
Be always compliant with GDPR.
Outbound and Campaign Management
Work with the Departmental Management team and
lead outbound sales campaigns to ensure that we actively call WHU customers from our database by making outbound calls to sell, promote or research WHU or Partner products.
Ensure that the team are always compliant with GDPR.
Work closely with the Departmental Team Manager ensuring that staff members follow WHU outbound call scripts and contribute to auditing and feedback on all calls through 1:1s and call evaluation standards. Assist with monthly/quarterly feedback to TORS on their outbound performance and ticket systems transactions.
Ensure that the team accurately process sales onto the Venuemaster system whilst complying with WHU processes and procedures by auditing sales activities.
Assist with incoming and outgoing calls during busy periods. Contribute to the overall performance and development of the Ticketing Department. Hold team briefings, training sessions, contribute to 1:1s, coaching and identification of one’s own training needs.
Oversee special investigations with the DoT – on all sensitive ticketing matters including touting prevention and anti-social behaviour
Daily Banking Reporting – complete by 10am daily – delegate and train a member of staff to undertake in your absence
80% calls answered
Complete outbound call audits and provide feedback with the Departmental Team Manager
Produce Club Cash reports
Incoming/outgoing call volumes achieved
Ensure 30% RPC is achieved daily – outbound calls
Touting prevention – audit sales and highlight trends. Ensure all paperwork is completed. Contact relevant authorities accordingly including the Police and the Premier League.
Own your personal development plan – produce monthly reports on personal performance.
Highlight trends and patterns to the STM and/or DoT