Audience Team: Ticketing and Sales Manager

Job Outline

Ticketing

• Lead the setup and management of all shows and events in Spektrix and on the Soho Theatre website.
• Own ticketing operations across both venues, ensuring systems, processes and on-sales run smoothly and efficiently.
• Act as the main contact for producers and visiting companies on ticketing, including event builds, allocations, offers and reporting.
• Manage relationships with external ticketing partners, including pricing, product setup and performance against targets.
• Support the delivery of pricing strategy, including dynamic pricing.
• Ensure ticketing data, reporting and processes are accurate, consistent and useful across teams.

Revenue & Sales Growth

• Drive ticket income and secondary spend across Soho Theatre activity.
• Identify and deliver opportunities to increase revenue, including packages, memberships, merchandise and pre-ordered products.
• Work closely with the Head of Audience & Sales to develop and implement sales strategies.
• Oversee the development of group bookings and schools’ offers.
• Monitor sales performance and contribute insight and reporting to inform decision-making.

Audience Experience

• Ensure a strong end-to-end audience experience, from booking through to post-show communication.
• Oversee ticketing communications, ensuring clear, timely and accurate information for audiences.
• Lead customer care standards, managing escalated issues and supporting a responsive, audience-focused service.
• Champion accessibility across ticketing and audience processes.

Team Leadership

• Line manage Ticketing Officers, supporting performance, development and day-to-day delivery.
• Manage team rotas and casual staffing to ensure effective operational coverage.
• Lead training on Spektrix and ticketing processes across Ticketing, Bar and Operations teams.
• Ensure clear communication between daytime and evening teams.

General Responsibilities

• Work collaboratively across Soho Theatre to maximise audiences, revenue and audience engagement.
• Uphold Soho Theatre’s commitments to equality, diversity, inclusion and access.
• Promote Soho Theatre’s programme and values internally and externally.
• Attend relevant meetings with colleagues, producers and partners.
• Play an active role in first nights, press nights and key events.

How This Role Contributes

• Drives ticket income and secondary spend across Soho Theatre Group
• Leads a sales-focused ticketing team
• Supports commercial decision-making through data, pricing and insight
• Builds strong relationships with producers, visiting companies and internal teams
• Delivers a seamless and high-quality audience experience

This is a guide to the nature of the work required of the role.

It is not wholly comprehensive or restrictive and may be reviewed with the post holder and the line manager from time

Person Specification

Qualities

• An interest in the work and audiences of Soho Theatre.
• Able to manage multiple priorities within a vibrant live performance environment.
• Friendly and proactive, with a positive and flexible approach to working with colleagues, artists and industry partners.
• Uses initiative and sound judgement in a fast-paced environment.
• Discreet, tactful and with a good sense of humour.

Skills

• Confident communicator, able to engage effectively with a wide range of people and stakeholders.
• Proficient in ticketing systems (e.g. Spektrix), CMS platforms and email marketing tools (e.g. Dotdigital).
• Strong customer service skills, with a focus on delivering an excellent audience experience.
• Proven ability to manage and support a team.
• Excellent organisational skills and attention to detail.

Experience

• Demonstrable experience working with ticketing systems, technology platforms and associated processes.
• Experience of leading, supporting and motivating teams.
• Experience delivering excellent customer service.
• Experience or understanding of pricing strategy, including dynamic pricing.