Deputy Box Office Manager (Maternity Cover)

The Deputy Box Office Manager (Maternity Leave) is a key member of the Audience and Development team, working closely with the Marketing and Communications members, the Box Office Manager, and Box Office Assistants. The team, led by the Interim Director of Audiences and Development, plays a central role in the theatre’s success. The primary role of the Box Office team is to provide proactive and positive ticketing function and customer service to drive income from sales and donations to the Queen’s Theatre. Additionally, the Deputy Box Office Manager actively participates in audience development initiatives, utilising data insights to enhance engagement and maximise revenue opportunities including fundraising.

Key Objectives: 

• Assist in the smooth operation of the Box Office: Support the Box Office Manager in organising day-to-day staffing, sales, and reservations. Ensure efficient online, counter, mail and telephone sales and reservations. Setting up events for sale in the box office system.  
• Effective Line Management: Supervise and motivate the Box Office Assistants, ensuring they provide proactive and excellent customer service. Work closely with the Box Office Manager to develop the team’s performance.  
• Data Management and Customer Care: Oversee the collection and management of customer data, utilising insights for audience development. Implement and maintain customer care policies and practices. Assist in addressing customer inquiries and solving ticketing or seating problems.  
• Fundraising Support: Collaborate with Queen’s Theatre Marketing Manager to support fundraising initiatives, utilising data to identify fundraising opportunities. Utilise Box Office data for targeted fundraising campaigns to maximise donations.  
• Audience Development: Actively participate in audience development initiatives. Analyse data to identify trends and opportunities for expanding Queen’s Theatre’s audience base. Collaborate with the Marketing team to implement strategies that enhance audience engagement and loyalty.  
• Invitation Management: Manage RSVPs for guest nights and special events. Compile and circulate associated guest lists, ensuring smooth coordination between Box Office and event management teams.  

• Financial Oversight: Contribute to financial control by ensuring accurate record keeping, report generation, and compliance with financial regulations and audit controls.  

Responsibilities: 

Box Office Operations:  

• Organise staffing and operation of the Box Office, including various sales channels.  
• Coordinate staff schedules, ensuring adequate coverage within budget constraints.  
• Supervise and motivate Box Office Assistants, ensuring excellent customer service.  
• Assist in identifying and addressing sales, customer care, and training needs.  
• Manage administrative functions, including correspondence and RSVPs for special events.  
• Attend organisational meetings and facilitate communication within the Box Office team and the wider organisation.  

Sales, Marketing & Customer Care:  

• Set-up events in the box office system for pre and on sale, as per requirements set around capacity, layout, pricing, access, and special ticket types.  
• Ensure the smooth running of events sales including ticket release timings, complex seating layouts, access performances, detailed reporting, etc.  
• Collaborate with the wider team on marketing, sales, and customer care strategies.  
• Manage customer data, ensuring compliance with data protection regulations. Leverage data insights for targeted marketing and audience development efforts.  
• Assist in developing audience intelligence and fundraising initiatives, utilising Box Office data.  
• Contribute to ticket pricing policy and development and delivery of loyalty schemes.  
• Oversee Box Office Assistants’ responses to customer inquiries and ticketing/seating issues.  
• Contribute to the development and maintenance of Queen’s Theatre’s access offer.  

Financial Control:  

• Ensure strict financial control and security of the Box Office operation.  

• Keep Box Office reports and accounts up-to-date and reconciled.  

Box Office System Management & Reporting:  

• Administer, develop, and manage the Box Office system (currently Spektrix).  
• Liaise with system providers for issue resolution and system updates.  
• Generate Box Office sales and audience insight reports as required, including regular reporting to stakeholders, partners, guest shows and funders.  
• Stay informed about ticketing technology developments and make recommendations for future implementation.  

Fundraising Support:  

• Collaborate with various teams to identify fundraising opportunities.  
• Take an active role in devising and delivering events in the context of audience development and fundraising.  
• Utilise Box Office data to support fundraising campaigns and initiatives.  

Invitation Management:  

• Compile and circulate associated guest lists, ensuring accurate coordination with event management teams.  
• Manage RSVPs for guest nights and special events. Utilising existing box office system to enable easy delivery of this function.  

Audience Insights and Development:  

• Lead on the implementation of Queen’s Theatre’s Audience Insights, Impact and Illuminate work, namely surveying various audience groups, pre and post event.  
• Analyse data to identify audience trends and preferences.  
• Collaborate with various teams to implement targeted strategies for audience engagement and retention.  
• Actively participate in initiatives to expand Queen’s Theatre’s audience base. 
• Trailblazing Queen’s Theatre’s work on Audience Insights and Development in the sector.  

Additional Duties 

• Actively contribute to a positive and collaborative team culture throughout the Theatre.  
• Oversee the Theatre’s post system, managing incoming and outgoing mail. 
• Act as a Box Office Assistant during specified shifts or when cover is required.  
• Perform other duties as reasonably required by the Box Office Manager and / or Senior leadership Team.  

Person Specification:   

Essential: 

• Flexible, available to work various hours, inc. evenings and weekends  
• Maintains a high standard of personal appearance   
• Possesses proficient oral and written communication skills 
• Works well with data and figures   
• Proficient computer skills including spreadsheets, email, and other office programmes  
• Open and quick to learn new skills  
• Thrives on engaging with a diverse range of individuals 
• Displays an enthusiastic and courteous manner 
• Adopts a flexible and proactive attitude 
• Takes pleasure in being a part of a team 
• Enthusiastic about Queen’s Theatre Hornchurch and live events   
• Values the local community  

Desirable:   

• Experience of using a digital ticket sales system
• Skills in email and telephone sales   
• Analytical mind to interpret data, figures, and results  
• Experience of working in the arts / culture / and/or a public venue   
• Knowledgeable about the local area  

Havering Theatre Trust / Queen’s Theatre Hornchurch

Specific location

Salaried

05/12/2023