Head of Ticketing and Supporter Services

Vacancy at Peterborough United

Head of Ticketing and Supporter Services

Weston Homes Stadium (office based role)

Details

• Salary- Competitive salary - dependant on experience
• Hours– Full time including home match days
• Contract– Permanent
• Location– Weston Homes Stadium
• Benefits- Prestigious hospitality events, discounted club merchandise, additional holiday entitlement, learning & development - supporting you to develop your potential & achieve in your career, collaborative & inclusive working culture plus more
• CLOSE DATE: 31st January 2026. Please note, we may close the vacancy early where we receive significant numbers of applications.

• Oversee the day-to-day operations of the ticketing and supporter services departments, including staff management, training, and performance evaluation.
• Develop and implement ticketing strategies to drive sales, including pricing models, dynamic pricing, and promotional campaigns, while aligning with supporter engagement goals.
• Manage relationships with Ticketmaster Sport and other external partners to ensure system reliability, updates, and integration with club platforms for both ticketing and fan services.
• Analyse ticketing and supporter data and trends to provide insights for revenue optimisation, fan behaviour understanding, and personalised engagement strategies.
• Ensure compliance with all relevant regulations, including data protection (GDPR), accessibility standards, and football governing body requirements.
• Lead on matchday ticketing logistics, including box office operations, access control, and troubleshooting, while coordinating supporter services for a smooth fan experience.
• Champion supporter services and fan engagement initiatives, including handling inquiries, resolving complaints, managing feedback mechanisms, developing loyalty programs, organising fan forums, community outreach, and accessibility improvements to build lasting relationships and enhance overall supporter satisfaction.
• Collaborate with marketing to enhance fan engagement through targeted ticketing and supporter initiatives, such as digital ticketing, personalised offers, exclusive events, and supporter-driven content.
• Monitor and report on key performance indicators (KPIs) like attendance figures, sell-out rates, customer feedback, engagement metrics, and supporter retention rates.
• Identify opportunities for innovation, such as mobile ticketing enhancements, CRM integrations, or new supporter service tools to elevate the fan experience.

• Proven experience in a senior role within ticketing and/or supporter services in sports, entertainment, or events industries, ideally in football or a similar high-volume environment.
• Strong leadership skills with the ability to motivate and manage a team focused on both operational efficiency and fan-centric service.
• Excellent analytical abilities, with experience using data to inform decisions in revenue and engagement contexts.
• Proficiency in ticketing software and CRM systems; recommended experience with Ticketmaster Sport or similar platforms.
• Outstanding communication, customer service, and relationship-building skills, with a deep fan-focused mindset and expertise in supporter engagement.
• Knowledge of industry best practices, including digital transformation in ticketing and advanced supporter services.
• Ability to work flexibly, including evenings, weekends, and matchdays as required.

• Experience in revenue management, commercial operations, or supporter relations within a sports club.
• Familiarity with football-specific regulations (e.g., EFL guidelines) and fan engagement frameworks.
• Proficiency in data analytics tools or reporting software for tracking supporter metrics.
• A passion for football and a strong understanding of fan culture, with a proven track record in delivering exceptional supporter services.
• Relevant qualifications in business, management, customer service, or a related field (or equivalent experience).

Please clearly outline your salary expectations.