Ticketing & Sales Manager
Full job description
Job Description
Ticketing & Sales Manager
Title and Reporting Relationship
Position title Ticketing & Sales Manager
Reports to Director of Marketing
Date of update July 2025
Date for review July 2026
Purpose of Role
Working as part of the Auckland Philharmonia Marketing team, and under the direction of the Director of
Marketing, the Ticketing & Sales Manager position predominantly focuses on the following areas:
1. Implementation and management of effective ticketing and sales processes, using appropriate tools and
resources to maximise revenue and efficiency.
2. Development and management of ticket budgets and sales reporting to provide accurate data and
insights that inform and support the organisational targets.
3. Management of the box office team focusing on providing a high level of service to customers, and
maintaining positive relationships with venue operators and ticketing agencies.
Role Dimensions
Full time 37.5 hours per week
Number of direct reports 2
Number of indirect reports N/A
Budget accountability Work within Auckland Philharmonia delegated financial authority.
Technical Specifications
Location: Auckland
Team: Marketing
Working relationships: CEO
Administration Heads of Department (“HOD”)
Management & Administration Staff
External Agencies, media, suppliers, sponsors, donors
Auckland Philharmonia Players
Music Director
Terms and conditions of employment: Refer individual employment agreement
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Position accountabilities/Key functions
MANAGEMENT
1. Manage the day-to-day operations of Auckland Philharmonia Ticketing team to ensure
achievement of team objectives, including staffing, planning, supporting, mentoring, problem-
solving and facilitating.
2. Ensure that all in-house systems and booking processes are designed logically and managed and
implemented with maximum efficiency and accuracy.
3. Proactively review processes and resources in line with the requirements and demands of the
organisation, recommending changes and additional resource when needed.
4. Manage relationships with external ticket agencies to ensure that the ticketing process runs
smoothly and that regular audit information is secured, as well as the collection of sales data,
where appropriate.
5. Manage relationships with venue operators to ensure that venue information eg seating maps
is accurate for customers and front of house arrangements meet expectations for Auckland
Philharmonia and our customers.
6. Collaborate with marketing team members, supporting the development and implementation
of marketing campaigns to deliver ticket sales and campaign objectives for Auckland
Philharmonia events.
7. Day-to-day management of the Ticketing staff, providing ongoing mentoring, supervision and
guidance as well as setting of annual objectives and regular reviews.
8. Manage the recruitment, induction and training of new Ticketing staff, as required and in
consultation with the Director of Marketing.
TICKET SALES
1. Develop, implement and manage the annual subscriptions strategy.
2. Develop, implement and manage the annual pricing strategy.
3. In consultation with the Director of Marketing, set subscriptions and single ticket targets for all
concerts in the upcoming season.
4. Manage the building of all products for sale for in-house and online for each concert season and
preparation of relevant materials connected to the season brochure and season launch.
5. Manage the sales of tickets via ticket agencies ensuring third party information supplied and
received is timely and accurate, including the on-sale processes for single tickets at the start of
each concert season.
6. Proactively and regularly review ticket sales trends to ensure optimal opportunities to achieve
targets and maximise revenue eg implementing dynamic pricing strategies.
7. Collaborate with marketing team members, supporting the development and implementation
of campaigns to deliver ticket sales including special packages, discount initiatives etc.
8. Stay current with industry thinking relating to audience development and market growth from a
ticketing and sales perspective.
CRM (TESSITURA)
1. Manage the appropriate collection and maintenance of customer information through the
Auckland Philharmonia’s CRM Tessitura in line with privacy and data protection requirements.
2. Manage the development of each concert season build and subscriber renewal activities
within the Tessitura system.
3. Manage the creation of additional new events across all departments in Tessitura/TNew including
checking of performance setup/pricing/rules etc.
4. Collaborate with relevant staff to ensure appropriate standardised processes exist around usage
and maximising opportunities with Tessitura across the whole organisation.
5. Work with colleagues across the organisation to organise and deliver CRM training for staff as
required.
6. Manage the relationship between the Auckland Philharmonia and Tessitura, particularly for
ticketing related activities including overseeing any technical issues to a satisfactory result with
Tessitura.
7. Manage personal competency with all aspects of Tessitura, identifying and engaging with areas
for personal development and growth and keep up to date with Tessitura upgrades and
improvements on behalf of the Ticketing function and other relevant areas.
CUSTOMER RELATIONS & SERVICE
The Ticketing team are a primary point of contact for the public-facing activities of the organisation and the
relationship with customers is vital.
1. Positively nurture and manage subscriber relationships ensuring the highest level of customer
service is maintained.
2. Ensure that all ticket bookings are processed promptly and accurately to a high level of customer
satisfaction.
3. Manage customer queries, issues and complaints in a prompt and appropriate manner, seeking
advice when necessary.
4. Manage concert night box office and front of house activities to ensure appropriate levels of
staffing and volunteers are available for evening and weekend work
REPORTING & ANALYSIS
1. Manage sales reporting and analysis to ensure information is accurate, relevant and shared across
the organisation in a timely manner.
2. Drive and manage detailed analysis of subscription and single ticket campaigns to inform future
activity and delivery of marketing plans.
3. Coordinate purchase orders/billing and ensure budgets are kept up to date, reporting on marketing
expenditure and advise Director of Marketing of any discrepancies.
4. Prepare accurate and timely information, analytics and reports for senior management, Auckland
Philharmonia Board and funding bodies as required.
GENERAL
1. Maintain good and cooperative working relationships with Auckland Philharmonia staff and players.
2. Participate and work co-operatively as a team member of the Marketing Department, and the
wider organisation to ensure achievement of individual and team objectives.
3. Maintain and build relationships with suppliers including clear communication of activity, budget
management, contract reviews and invoicing.
4. Promote and support the Auckland Philharmonia in all its activities, acting as a professional and
committed employee who is always an ambassador for the orchestra.
5. Attend staff and company meetings and other activities as required to contribute to the cohesion
and cooperative effort of the Auckland Philharmonia as an organisation.
6. Stay up to date with the latest Auckland Philharmonia activities, developing knowledge of the
organisation, orchestral music and audiences through regular experience and engagement with
Auckland Philharmonia events.
7. Support the Director of Marketing with induction of new staff as required.
8. Participate in other projects and/or project management as requested by the Director of
Marketing.
SKILLS, QUALIFICATIONS & EXPERIENCE
Minimum 5 years’ experience in a ticketing and event sales role
Comprehensive experience with CRM systems – Tessitura is desirable
Proven sales skills to drive subscriptions from the box office
Excellent administrative and organisational skills
Experience in setting up and implementing systems
Advanced skills in Excel
Experience in data accrual, financial management, reporting and analysis
Highly organised and adaptable to a fast-paced and dynamic work environment
Staff and roster management experience (including performance management)
Track record of excellent customer service skills and relationship building and management
Excellent verbal and written communication skills
Experience in working with digital mail systems (eg Wordfly)
Confident telephone manner
PERSON SPECIFICATION
Our ideal candidate:
Pro-active can-do attitude
Self-starter and able to work unsupervised
Organised with excellent time management skills
Attention to detail
Ability to multitask
Excellent communicator
Ability to work outside regular hours
Relationship-building skills
Honest and trustworthy
Interest and appreciation of the performing arts
Good general understanding of orchestral music, or a willingness to learn, would be an advantage