Ticketing Manager

Roles: Ticketing Manager

Reports into: Head of Live

Location: Troxy, Stepney, London

Contract Type: Permanent, Full time (42.5 hours per week)

Who Broadwick are:

Broadwick, is a multifaceted international company with headquarters in London who create, develop, own and operate a diverse portfolio of venues, spaces, events and experiences.

Collectively we strive to push boundaries and disrupt the cultural landscape by combining big thinking, bold ideas and commercial intelligence to produce spaces and experiences for discerning audiences in inspiring locations.

Who Troxy are:

Troxy is East London’s iconic Grade II-listed Art Deco venue with a flexible 3,600 capacity across its dramatic Grand Hall and circle. It blends historic character with state-of-the-art production to host everything from live music and award ceremonies to brand showcases, film shoots and private events.

What we’re looking for:

We’re looking for an organised and proactive person to lead our Ticketing operations at Troxy, overseeing everything from on-sales with our partner Ticketmaster and event setup to allocation management, sales tracking and final settlements with promoters.

You’ll manage a team of casual box office and front of house staff, work event days including evenings and weekends, and handle customer enquiries across email and social channels, providing clear information and resolving issues quickly. You’ll also collaborate with the wider team to keep event details accurate and ensure a smooth front of house experience.

What you’ll be responsible for:

Ticketing Management

• Set up all ticketed events, ensuring accurate manifests, correct allocations and compliance with promoter requirements.
• Manage all on-sales through Ticketmaster, including allocation management with other agents and promoters.
• Maintain accurate event information across ticketing systems and the Troxy website, ensuring copy and assets meet brand guidelines and announcement deadlines.
• Ensure all seating and standing configurations comply with licensed capacities and internal safety requirements.
• Ensure all ticket sales channels are pre-approved, compliant and operationally efficient.
• Monitor sales across all agents, provide regular internal updates and flag issues or opportunities.
• Support marketing activity by supplying accurate data and ensuring event information is up to date.
• Promote use of the venue’s primary ticketing system to promoters and clients.
• Maintain accurate records for each event, including sales figures, rebates, invoicing data and settlement information.
• Provide Event Managers with accurate pre-show ticketing information, including expected attendance and any operational considerations.
• Keep informed of industry ticketing developments and recommend improvements to processes and customer experience.

Client and Customer Services

• Assist the Head of Live with venue availability diary management and promoter queries where required.
• Ensure accessible guest access and companion ticket requests are handled promptly and sensitively.
• Handle ticketing-related customer queries and escalations in coordination with the wider team.

Box Office Management

• Recruit, schedule and manage box office, front of house, scanning and usher staff, keeping staffing levels within budget.
• Lead the box office operation on event days, ensuring the team is properly briefed, staffed and equipped for each show.
• Work with Event Managers to support smooth front of house delivery and resolve issues on the night.
• Close and reconcile each event, completing accurate final show settlements for promoters.
• Work regular evenings, weekends and late finishes as required by the event schedule, ensuring consistent leadership during live operations.

General

• Be a consummate team player, bringing a positive attitude to everyone who experiences Troxy.
• Assist in developing and maintaining effective team work within departments and offices of Troxy.
• Planning activities with other functions and stakeholders within the venue.
• Provide and promote the highest level of customer service.
• Continuously seek ways to improve personal, team and business performance.
• Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
• To liaise with the wider team on all aspects of Health and Safety within the venue.
• Ensure that you comply with all Health and Safety regulations and safe working practice as required by current legislation and the Company’s Health and Safety Policy and practices.
• To attend regular H&S meetings.
• Undertake any other relevant duties or reasonable request as requested by management.
• Understand the importance of Equality & Diversity in the work place.

Other

• Carrying out ad hoc duties when required to.

You’ll need to have:

• Excellent knowledge of ticketing systems.
• Awareness of the main players in the event ticketing business.
• Knowledge of the latest technologies in ticketing.
• Excellent communication skills.
• Effective administration, time management and organisational skills.
• Flexibility (varied working hours).
• Ability to lead and motivate a team.
• Experienced at labour management and team development.
• Positive 'can do' attitude, ambitious, great initiative, drive and enthusiasm.
• Team player who enjoys working in a high achieving environment.
• A commitment to delivering the best.
• Creative thinker.
• Computer literate with strong skills with Word, Excel and Outlook.
• High energy with the ability to work calmly under pressure.
• Budget planning skills.

Nice to haves:

• Previous experience of Ticketmaster.
• Basic skills in Photoshop.
• Social Media customer engagement experience.

At Troxy, we are dedicated to cultivating a diverse and inclusive environment that empowers all individuals to reach their full potential. We strongly encourage applicants from all cultures and backgrounds to apply, as we believe in the strength of a diverse and vibrant team.