Key Responsibilities

Team & Systems Management

• Manage the day-to-day running of Sinfonia Smith Square’s Box Office function.
• Prepare the monthly rota for the Box Office team, ensuring appropriate staffing levels by adjusting for quiet and busy periods and responding to sick leave cover and emergency staffing issues.
• Cover Box Office shifts as needed to fulfil the rota, including front desk cover during the day if required.
• Be responsible for the recruitment, training, and appraisals of the Box Office team.
• Actively recruit and engage volunteers to support the Box Office team.
• Develop the Box Office Handbook to ensure the Box Office team is equipped to deliver the highest standards of customer service and audience experience.
• Regularly review the Box Office ticketing policies, access policy, and concessions policy, and ensure all Box Office policies are adhered to by the Box Office team.
• Working with the Venue Manager, ensure that staff maintain the upkeep and organisation of the FOH and Box Office areas, including the effective display of promotional materials throughout the venue to help maximise revenue.

Event Set-up and Ticket Sales

• Lead on the set up of venue seating plans, pricing lists, and events on Spektrix, liaising with Spektrix, colleagues, and promoters to establish efficient and timely processes for fulfilling on-sale schedules.
• Working with the Marketing and Communications team, ensure that all events on sale through the Sinfonia Smith Square Box Office are accurately listed on the website and that the customer booking pathway is user-friendly and easily navigable.
• Effectively manage event pricing, discounts, concessions ticket allocations, and supplementary events such as pre-booked interval drinks, to maximise sales revenue through Spektrix.
• Be the primary contact for all promoter ticketing enquiries; consulting with partners to discuss event sales set up, promoter holds, guest lists, and third-party ticketing platforms.
• Ensure accurate and up-to-date pre-event communications are sent to customers via DotDigital.
• Identify and maximise opportunities such as upselling and cross-selling, with the support of the Marketing & Communications team, to drive attendance and sales.
• Ensure that Box Office staff are kept informed of marketing and sales targets, promotions and exclusive offers, and other marketing and development initiatives.
• Manage and implement external box office hire event requests as needed.

Audience Development, Insight and Reporting

• Ensure the accurate capture of customer data on Spektrix and perform regular data cleansing to uphold data integrity.
• Working with the Head of Audiences and Communications, track audience development targets and KPIs in line with the audience development plan.
• Working with the Marketing and Communications team, use audience segmentation to help support targeted delivery of newsletters, offers, audience surveys, and other promotional material to the customer database via Spektrix and DotDigital.
• Provide colleagues and visiting promoters with sales and analysis reports as needed to help better inform targets, sales patterns, and sales both pre- and post-events.
• Conduct audience data and sales analysis to offer audience insight and help inform marketing campaigns and broader organisational strategic planning.

Customer Service

• Ensure all Box Office staff share the same aspiration to deliver the highest standards of customer service through ongoing training, monitoring, and evaluation.
• Ensure that all customer enquiries are responded to promptly by Box Office staff and managed effectively and respectfully.
• Working with the Venue Manager, ensure a seamless unified customer experience across the FOH teams.

Box Office Infrastructure

• Be the day-to-day point of contact with Spektrix for Sinfonia Smith Square’s Box Office function.
• Ensure the provision of efficient Box Office IT, monitoring system performance, and troubleshooting technical issues promptly by working with Spektrix and Sinfonia Smith Square’s IT and Web consultants.
• Ensure regular maintenance and service of all equipment in the Box Office, including but not restricted to, ticket printers and PDQs.
• Be the GDPR champion in the Box Office team, ensuring data is managed as per Sinfonia Smith Square’s data protection policies.
• Stay up to date with Spektrix ticketing software developments and oversee their implementation into the box office function.
• Oversee Box Office email accounts and phone lines, ensuring that messaging is kept up-to-date and informative.

Administration & Finance

• Provide the Finance team with timely post-event ticket sales, data and commission reports for invoicing purposes.
• Prepare timesheets for all Box Office casual staff and meet Finance team deadlines for monthly payroll processes.
• Work with the Finance team to ensure correct reconciliation of daily sales on Spektrix.

General

• Attend regular marketing and sales meetings, operations meetings, team meetings, and other meetings as needed.
• Stay informed about general ticketing and box office practices in other UK venues.
• Always act in the best interests of Sinfonia Smith Square.
• Assume other tasks within the scope and responsibility of the role as required from time to time by the Head of Audiences and Communications to ensure the efficient running of the Box Office function.