Ticketing Client Services Manager

Department: Ticketing

Reports to: Head of Ticketing

Role Introduction

This is a key role within the ticketing team of a new venue and is a unique opportunity to be part of the startup team for Kai Tak Sport Park. The role will support and input into the first events, seating layouts, ticket templates, processes and policies for the ticketing operation for the upcoming events.

The Client Services Manager will be responsible for managing and leading the KTSP Client Account Executive Team, ensuring professional and efficient management of all ticketed events from inception to maturity. The role will support the creation of venue seating layouts for all three ticketed venues within Kai Tak, assist with user acceptance testing on the newly developed ticketing system, and oversee ongoing event configuration. Additionally, the role will focus on specialist events and serve as a key liaison with the Hirer.

Key Responsibilities

• Manage the Client Account Executives team and provide direction.
• Responsible as the key user and tester for UAT of the ticketing system.

• Develop relationships with the clients and have a clear understanding of the business requirements, by building and maintaining positive relationships.
• Set up and enable shows/events on the ticketing system and online, ensuring correct setup and availability of information. This includes creating the seating layout, configuration the event, adding price chart, applying ticket template, and gathering all marketing and promotional information in relation to the event and venue.
• Fully responsible for the management of each allocated event from the initial proposed contract to the end of event settlement, be responsible for supplying and agreeing the settlement figures for KTSP ticketing with the clients and the Head of Ticketing
• Coordinate with the Marketing and Promotions team, to ensure that all correct event information is displayed online and in marketing materials.
• Train and develop the Client Services Team and be an expert user of the ticketing system.
• Undertake any other duty commensurate with this post as determined by the Head of Ticketing.

Requirements

• Degree holder or above is preferred.
• Minimum 5 years working knowledge of ticketing systems in Events/ Venue management industry.
• Supervisory experience within ticketed venues, theatre, arenas, or similar environment.
• Customer service experience within a customer focused environment. 
• Good standard of literacy and numeracy skills.
• Experience of using ticketing systems and the ability to use a variety of software packages.
• Strong communication skills and the ability to liaise with clients effectively.
• Sales and Marketing knowledge to deal with customers and effectively with clients.
• Ability to manage pressure, and demonstrate initiative and problem-solving skills, including interpreting data and reports.
• Commitment to and the flexibility to work shifts as determined by the business. This may include working evenings, weekends, and bank holidays.
• Committed to on-going personal development and team development.
• Good command of spoken and written English and Chinese; ability to speak Putonghua is a definite advantage.

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications.